I am not being replied!

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  • Updated 11 years ago
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Hello Friends,
yesterday i have already emailed regarding my problem @ support synthasite, but still today i have not received any reply for it, is it the servers are out of service that i am not being replied.
Can any one help me out here, i feel frustrated.
Expecting an immediate help.
I remain
Aasil
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CJ

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  • frustrated

Posted 11 years ago

  • 2
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Marije, Official Rep

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Hi Aasil,

I have searched our system and can find the email you've sent yesterday. I'm sorry there has been a delay, but sometimes we need to sleep!

We will answer you. You can also post your question here as there are a wider range of people reading the topic and so more people can help you.
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Monique, VP of Customer Support

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Hi Aasil

I would just like to say that we always respond as fast as humanly possible - based on the staff available at any given time and the volume of support requests we are receiving. We will always do our best to respond to you in under 24 hours. Your request was not 24 hours old. Our servers were not down and there was no emergency.

No one has the right to demand an "immediate response" - the people who deal with you are not machines. They are real people, with lives and feelings and needs of their own. They also are very possibly in a different timezone to your own.

When you post comments like the one above with the overt intention of making our staff look bad this is discouraging to us and makes us less motivated and and not more motivated to assist you.

I share this because I want to give you some insight into the reality that we deal with in trying to support a global community that is awake 24/7. I know the support person who was dealing with your request and how hard she works to keep everyone happy. I also know why she was not online last night. As her manager I would like to defend both her integrity and your right to get the help you need within a reasonable time frame.
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CJ

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Hi again Monique,
Firstly i would like to apologise, moreover the matter was i as not much aware about the replying system, ant the thing which was happening i was not able to understand, as i was frustrated finding about the matter in which i was interested.
I never had any intentions to make my staff look bad, i am growing @ synthasite, i would never think in such a manner. Thats why i had also made a remark just because i was feeling that time, may be somethign was goiung wrong with my server of email address through which i was communicating.
Once again i heartly apologise.
Special thanks to Ruth, for guiding through for most of my matters.
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Monique, VP of Customer Support

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No problem. I just wanted to let you know how your post could be perceived. I appreciate the urgency you feel when you are building your site and I know that you need an answer as fast as possible. I also appreciate that you are willing to be patient and understanding of our situation when that answer does not come as fast as you would like.
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lambofgod

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Thanks to the staff member, who ever she is, for all your hard work and dedication she devotes.