Customer Support Lacking - stevenf@panic.com

It always disturbs me to read a comment like this because we have full-time support people who work very hard to try to answer all emails within a few days at the most. What you describe doesn't mesh with my perception of our support team, and if accurate, it's unacceptable.

With increasing frequency, our replies to customers end up going into the customer's spam filters, or bounce back as "mailbox full" or some other error.

However, if you believe you have been ignored by support, please contact Cabel or I using the "founders@" email address, and include as much information as you can about your situation, along with any prior correspondence, so we can trace your email's path through our system, and investigate into why you might not have gotten a reponse.

Thanks!

Steven Frank
Co-Founder
Panic

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Wednesday, January 24 2007 @ 03:13 PM PST

Customer Support Lacking - stevenf@panic.com

It always disturbs me to read a comment like this because we have full-time support people who work very hard to try to answer all emails within a few days at the most. What you describe doesn't mesh with my perception of our support team, and if accurate, it's unacceptable.

With increasing frequency, our replies to customers end up going into the customer's spam filters, or bounce back as "mailbox full" or some other error.

However, if you believe you have been ignored by support, please contact Cabel or I using the "founders@" email address, and include as much information as you can about your situation, along with any prior correspondence, so we can trace your email's path through our system, and investigate into why you might not have gotten a reponse.

Thanks!

Steven Frank
Co-Founder
Panic

Reply to This

Wednesday, January 24 2007 @ 03:17 PM PST

Customer Support Lacking - wildwolf1

> Emails to the developer go unanswered

Totally not true. The three times (since March 2006) that I had a question about Unison, they answered promptly and specific (i.e. not a mail bot picking out keywords and sending a canned reply).

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Wednesday, January 24 2007 @ 04:30 PM PST