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HomeHomeOur CommunityOur CommunityGeneral Discuss...General Discuss...What happened to Elite Support??? (Ticket #261702)What happened to Elite Support??? (Ticket #261702)
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3/2/2018 4:05 PM
 
What is going on with DNN Support?  We have had the Evoq Content package (with guaranteed 2 business hour response) for years, since it first came out ($8,000 / year), as an insurance to keep our websites running, in case we encounter a problem we cannot resolve when installing and, now that I have a problem, and I cannot get anyone to help me.  I've been trying for 3 days now!  I've been trying for 3 days now.  They don't respond to my emails anymore, they don't call back when I leave a number, including the Ticket Number that's been created already (Ticket #261702) and now it looks like our deployment is heading straight for a cliff, as I will not meet my deadline.  Very bad!  Is there some way I can get a hold of someone.  There's only these automated phone systems and using the DNN Support site to update my ticket doesn't result in any response (like they've lost the ticket).  Now, when I call their support on the phone, they eventually say no one is available to take my call and to leave a number and ticket number (which I do and no one calls back).  How on earth is someone supposed to talk to a real person and get through this?  They leave no avenue.  The [email protected] email address and [email protected] addresses (that I could have used before) no longer exist.  Sorry for the rant, but I need some help here.
 
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3/6/2018 6:20 PM
 

Donald,

I'm sorry for the issues you're having here. I'm updating this thread to let you know that I've reached out to our support team and let them know of this post and the issues you are experiencing. If you do not hear from anyone soon, feel free to reach out to me at [email protected]

 
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3/6/2018 8:34 PM
 
Hi Don,

I wanted to follow up on your post as both the support agent who resolved the issue last week and also as a manager on the Evoq Support team. Our team did drop the ball on your ticket due to a miscommunication on our end. We should have sent a response on the ticket a day earlier than we did, and for that I apologize on behalf of the team.

We are continuously working to provide the best support possible, and take these situations very seriously. I am working with the agents involved to ensure that this situation where a ticket "fell through the cracks" does not happen again.

I do sincerely hope you won't hesitate to reach out to support if you encounter any other issues on your site. I look forward to working with you again.
 
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3/6/2018 10:10 PM
 

Hey Donald... I'm sorry to hear about your support experience.  I hope that you find your experience to improve following this forum post.  If it doesn't, though, please feel free to reach out to my organization.  While we technically officially support Hotcakes Commerce, we make it a point to support our clients with any questions that we can.  We often find ourselves even coordinating meetings between our clients and extension vendors.  You can learn more about us using the link below.

https://upendoventures.com/What/CMS/DNN


Will Strohl

Upendo Ventures Upendo Ventures
DNN experts since 2003
Official provider of the Hotcakes Commerce Cloud and SLA support
 
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HomeHomeOur CommunityOur CommunityGeneral Discuss...General Discuss...What happened to Elite Support??? (Ticket #261702)What happened to Elite Support??? (Ticket #261702)


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