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Aerouge
Aerouge
Join Date 11/2012
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Average support time?

November 28, 2012 11:34:10 AM from Elemental ForumsElemental Forums

Okay not really a support question, although if it doesnt fit in the "support" forum then where?

I just wonder what the average support times from stardock ( support@stardock.com) are?

I wrote them a ticket on saturday and did not even get a first response yet. The only thing that did reply to me was the automated message that I gave me the ticket nr. and a login to the support page. Despite that only silence.

 

So what are your experiences with stardock support? Should I worry that I did not receive a single live sign in the past 5 days or is the average much longer? Or should I start to worry that the republicans where right and Obama ruled the USA (and Stardock) into Oblivion?

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Aerouge
Lord Xia
Join Date 03/2006
+148
Reply #1 November 28, 2012 11:56:43 AM
from Elemental ForumsElemental Forums

I never use email support for any company.  I've never tried Stardocks, but I find sending emails usually pretty worthless.  But here, you should make a post about your problem and you will get help a lot faster I bet.  Stardock monitors the forums more than any other company I have ever seen.

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Aerouge
Punter17
Join Date 02/2006
+2
Reply #2 November 28, 2012 11:57:58 AM
from Elemental ForumsElemental Forums

I don't work for Stardock, but having worked in the software industry I can say that they likely didn't have many Tech Support people working Saturday or Sunday, and your issue was likely put in a queue. I believe Stardock queues issues based on when you sent in your question, so make sure you don't send a second request for the same issue or they'll answer someone else first who's question was time-stamped earlier (they've waited longer).

To answer your question, I've only had one experience with their support team and they replied within two business days.

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Aerouge
ZubaZ
Join Date 11/2001
+917 sdemployee
Reply #3 November 28, 2012 12:16:59 PM
from Stardock ForumsStardock Forums

Support tried to answer issues within 48 business hours.  With Win8 volume is higher and it may take a bit longer.

Post your ticket ID and I'll see what can be seen and do what can be done.

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Aerouge
Aerouge
Join Date 11/2012
0
Reply #4 November 28, 2012 12:37:57 PM
from Elemental ForumsElemental Forums

Wow that was fast

@Lord Xia: The reason I am asking is because neither in these nor in steam forums there was much of a response and even less of a possible solution for my problem ( https://forums.elementalgame.com/437433 )

@Zubaz: #WIU-980-89617

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Aerouge
Lord Xia
Join Date 03/2006
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Reply #5 November 28, 2012 12:50:24 PM
from Elemental ForumsElemental Forums

Oh, that's strange, I'm surprised they didn't respond, they usually do pretty quickly like Zubaz did in this thread.

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Aerouge
athelasloraiel
Join Date 12/2011
+10
Reply #6 November 28, 2012 4:12:16 PM
from Elemental ForumsElemental Forums

2 times I asked in my time, it got replied to withing few days.

and problems were solved.

 

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Aerouge
parrottmath
Join Date 03/2008
+206
Reply #7 November 28, 2012 8:17:21 PM
from Elemental ForumsElemental Forums

Also, sometimes if you report your problem there are enough people here that may know a solution to your particular problem. But I've always found quick and speedy responses on the forums.

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Aerouge
ZubaZ
Join Date 11/2001
+917 sdemployee
Reply #8 November 28, 2012 9:57:29 PM
from Stardock ForumsStardock Forums

Quoting Aerouge,
reply 5
@Zubaz: #WIU-980-89617
Responded.  Waiting on you.  
(sorry about the delay) 

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Aerouge
Aerouge
Join Date 11/2012
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Reply #9 November 30, 2012 5:11:28 AM
from Elemental ForumsElemental Forums

Thx Zubaz lets see how long it takes to solve this

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