Support and I had been emailing about my battery RMA for a few days and then contact suddenly stopped. The last email they sent was to confirm an RMA escalation and to confirm my email address for the paperwork. I sent them back a response to use the email address on file.
That was maybe four days ago. I sent out another email yesterday and haven’t heard back. I understand they’re swamped but I was under the impression someone was handling my ticket.
What should I do? The ticket is for order number R585669593
It seems like it’s not uncommon for it to take a while, longer than it should at times, to receive the RMA number after escalation. I don’t know, but I presume it needs to be issued by a different system or department, and that has its own queue which can get backlogged at times. I’d suggest giving it more time.
I guess to me it just looks like contact, contact, contact, miss. It would make sense that there’s some support bottleneck like that. If that is the case, a confirmation that they got my last email would do wonders. I’d been wondering if my provider was having issues or something got lost in translation.
I’m catching the anxieties thinking it’s something on my end and thinking they’ll send a “Well we haven’t heard from you so we’ve cancelled your ticket” type deal.
And I know you don’t work for them, I’m just venting a bit I guess
For the future, y’all may try front-loading a request for all the information you might need so as to refer back to it. Like, if you’ll need to confirm my email address at some point, ask me up top and then forward that information down the pipeline to the people/service that actually need it.
Granted I hope y’all even got my last response as I don’t really know at this point.
It looks like we received your response, sometimes we are backlogged in certain queues and it might take us a few days to response, no need to send further responses, everything looks on track.