Communication blackhole. Mags/Ash only - please assist.

[ja20837]

Hi, does anybody know how long it takes before an email that i've sent to creepyhollow will be responded?


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[FiercelyFree]

Noc..... I have had the same problem. too. 1hd Since the server change/ the who is Igor? issue occurred ( I think in May), I have had lost tickets and others I have been a long time waiting on. 1spt Before Igor, only occasional problems with a very busy HD. Some I have just closed because I was tired of waiting for a full answer from. When you are waiting over a month or more, it gets frustrating.... that was not the case before, so don't know what has changed...... still waiting, FF

[Magnolia]

ja20837 - usually it's only 24 hours unless it's the weekend and then HD is closed until Monday. Sometimes the staff get onto helpdesk over the weekend, but we don't guarantee it.

I'm not sure which email you are writing into, but you should send it to support AT creepyhollows.com as that inbox is monitored by all staff members.

[Noctua]

Just wanted to say I received everything today in the mail and am very appreciative, Magnolia!
Yourself and Ash do incredible work and it's a great reminder that patience does indeed pay in quality. Everything is more amazing than I could have expected. Cheers~

[Oriyn]

I am in the same category: my last helpdesk message has been ignored for almost 6 weeks now. I have elevated it to emergency and at this point feel that if it is not responded to soon, Creepy Hollows will have one less customer.

[Noctua]

^ It is possible your ticket is not being ignored but that something happened to it, like it got eaten up or lost in the shuffle of things. I'd send another ticket if I were you.

My tickets were always responded to eventually, it just took some time to get the answers I needed. Lately they have been up to speed and I'm really impressed with the turnaround. They want to do their best to help, I am sure they really do so just keep trying until you hear back.

[Ashino Tsume roshi]

I'm in a very similiar situation.

Caiyros Arlen

[Ashino Tsume roshi]

I'm in a very similiar situation.

Caiyros Arlen

[FiercelyFree]

When I have sent second tickets, thinking as well that maybe one of CH's great bindings opened a HD Black Hole LOL, I was told not to send a different ticket with similar information as this 'confuses' things (even when the second ticket was to merely indicate a need for response to the first) - AND still the first tickets often go/went unanswered. Logically confusing - for the requester! Other tickets have been answered quickly so it becomes doubly confusing.... FF

[Magnolia]

In moving to the new HD system some tickets were lost or were incorrectly assigned which caused tickets to go unanswered because they were misplaced. If you don't receive a response within a reasonable amount of time, and most of the time that reasonable amount of time is 2-3 days, then I would submit a new ticket and let the staff know your original ticket was lost. The staff works very hard & they usually answer within 24 hours Monday through Friday.