ANY DOUBTS RE CUSTOMER SERVICE READ THIS!

[betfair winner]

Having experienced a trigger issue which I was unable to fathom myself, I e mailed customer support at 15.04 this afternoon. I sat back safe in the knowledge that in the fullness of time I would get the reason for the problem.

Imagine my surprise when a little less than 6 minutes later at 15.09, having supplied all the logs as well as the variable files, the answer came back and problem fixed!.

Can I just thank the team and especially Tim Vetrov who solved the complex issue, at what must be a world record speed wise! 

You are a great team and the product is simply awesome. Brilliant work well done to all
 

[WellDoneSoft]

Thank you!
Sometimes I'm really quick :-)

He-he:
« on: May 04, 2011, 18:12 »
« Reply #1 on: May 04, 2011, 18:18 »

[JS]

I have also been very impressed with the service, ever since my emails have been getting through the service and response times have been very good.

Thanks Tim, another very happy customer here 

[richpotter]

yep got to say they have always been back to me and fixed issues fast.

top job.

[hitec80]

Hi Tim Vetrov,

Can you please reply toTicket ID: BWR-791480 on support.welldonesoft.com?

Thanks

[WellDoneSoft]

Hi,

You asked Oxa for the answer but she's currently unavailable.
Is it OK if I answer?

[hitec80]

Hi Tim,

Yes you can answer the question no problem. I have added another post to the same ticket.

Thanks

[hitec80]

Hi Tim Vetrov,

Any update on Ticket ID: BWR-791480 as you haven't replied to it yet?

Thanks

[hitec80]

Thank you Tim and Les for replying to my ticket. Good customer service as usual. Keep up the good work!

[betfair winner]

Hi Tim and Les

Are you on holiday at the moment ? re my ticket number JB 762274
i submitted an enquiry to you for serious problem re misfiring triggers on June 1st. Les said he would look into it.   I submitted a follow up asking about progress on the 11th and had no response.

I then had another incidence of the same problem Monday June 20th and submitted all the logs and variables etc but did not get a ticket number response.

Can you tell me if i need to send them again, and why the automated response is not working at the moment?
Many thanks
Andy
 

[WellDoneSoft]

Hello Andy,

Sorry for that. Pushing it forward to Les.
Thank you for letting us know.

[betfair winner]

Thanks Oxa

Same problem as previous 2 issues occurred today. It seems to occur when there is a runner withdrawn and then reinstated, as per an email I received from Betfair, prior to the 16.10 at Salisbury today.

My 3  platforms in 2 different countries. Started firing the same trigger without checking its own conditions, then became unstable and then failed to recognize bets already made.
 
I have sent an email to support again, but got no acknowledgement or ticket number. Are you not acknowledging emails sent to support now and not replying with ticket numbers?

[betfair winner]

Hi Oxa
Can you tell me if its possible to get an receipt so i  know that my emails are getting through ok ?
It just that recently i am getting no replies to them.
I have submitted a large problem re yesterday (link below as i wondered if others may have had an issue ) but once again got no ticket receipt.
Many thanks Oxa
Andy

http://community.welldonesoft.com/troubleshooting-8/problem-at-salisbury-16-10-sunday-26th-june-with-triggers-behaving-badly/msg7771/?topicseen#msg7771

[omahapartners]

I'm consolidating from a thread I started on the Troubleshooting board (http://community.welldonesoft.com/troubleshooting-8/tech-support-not-responding/).

I too have had absolutely no response - not even an acknowledgement of email received - from tech support for a major program crashing problem.

Is tech support on vacation (and if so why no notice of delays)?  Or is the company going out of business?  Anyone know?

[WellDoneSoft]

Sorry for the delays.
We hoped nobody notice our "kind of vacancy" but are wrong.