goodwill67: customer service not responding to emails? - 7/11/13

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customer service not responding to emails?

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Technical Support: customer service not responding to emails?

Created by: goodwill67

7/11/13 @ 5:22pm (EDT) | UTC - 4:00
Posts: 5

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I am concerned about customer service not responding to emails about technical issues. I have sent them 6 in the last 8 days about a matter I have been encountering using both their email address and also the online help form. I have checked my spam folder for responses and there have been none. This doesn't seem right, especially as many members may be paying for the service. Is there some kind of issue regarding this?

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Created by: vsjason

7/11/13 @ 5:23pm (EDT) | UTC - 4:00
Posts: 9

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There has been an issue with some emails not arriving that are sent from the contact page, and we are working on a solution to that. But you also may want to check your spam or trash folder. I can assure you if you send an email to customerservice@vsmedia.com right now, we will reply to it.

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Created by: goodwill67

7/11/13 @ 6:20pm (EDT) | UTC - 4:00
Posts: 5

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Thank you for responding. I just sent an email to customer service and I will see if they really do reply. Thanks again.

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Created by: .jeffie.

7/11/13 @ 6:54pm (EDT) | UTC - 4:00
Location: Brisbane, Australia

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I can assure you if you send an email to customerservice@vsmedia.com right now, we will reply to it

Over the years there have been hundreds of comments in these forums about replies not being received to emails to Customer Support, and I have experienced it many times myself

In addition, many emails receive just a generic response saying that the complaint or question has been passed on to the relevant department, then nothing further is heard

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Created by: goodwill67

7/11/13 @ 7:09pm (EDT) | UTC - 4:00
Posts: 5

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Thank You, Jeffie. In true fashion I did not receive a reply.

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Created by: .jeffie.

7/11/13 @ 7:36pm (EDT) | UTC - 4:00
Location: Brisbane, Australia

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This could mean one of two things, goodwill67 :

1. The reply has been delayed or blocked by your email provider; or

2. Your email provider has sent the reply to your Junk/Spam folder where you can't find it

It can't possibly mean that Customer Support has failed to reply :orglaugh

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Created by: goodwill67

7/11/13 @ 9:09pm (EDT) | UTC - 4:00
Posts: 5

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Thanks again, Jeffie,

I had already been checking my spam folder and there is never a response there, although you did prompt me to go through all my mail filters to see if anything might be blocking their response and there is nothing. I have decided to try sending them an email from an alternate address. If that doesn't work then it seems to me that they are likely ignoring any number of people's requests for help. Thanks.

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Created by: vs_john

7/12/13 @ 12:39pm (EDT) | UTC - 4:00
Location: VS
Posts: 870

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Hardly just two cases:
If your provider sends it to us because they might not;
If every relay along the way forwards it to us because they might not;
If it passes the 5 layers of spam filtering we use because it might not;
If we reply because I grant we might not;
If it passes the spam filters we use because it might not;
If every relay along the forwards it to you because they might not;
If your provider allows you to receive it because they might not;
If you use one, if your verification service has our email, because you might use one;
If it goes into your spam folder because it might;
If you check your spam folder because you might not;
You will see our response.

John
The Ghost in the Machine

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Created by: phil_usa

7/12/13 @ 12:44pm (EDT) | UTC - 4:00
Location: Driving Down Thunder Road
Posts: 4,747

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...Too much coffee this morning John!!!

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Created by: vs_john

7/12/13 @ 1:57pm (EDT) | UTC - 4:00
Location: VS
Posts: 870

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..Too much coffee this morning John!!!

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