I’ve typically had very quick and responsive support with “easy” questions. However, issues on the billings side caused problems with my account for a couple of months before Christmas and these took more than a month to iron out. As I never got a proper explanation of what the cause of the issues was, I kept asking for updates and insight. Support became more and more difficult to get a hold of, likely because I kept asking the same questions, which is fair, but my questions were never answered either.
I find my account having the same problems yet again and after having a response the following day of messaging, I’ve now waited since Jan. 5th, incl a follow-up email.
It’s incredibly frustrating not having any idea of when your questions will be answered when you have ongoing issues. If there is a backlog, this should be mentioned in the automatic message. An estimate of when you’ll get a response would be useful, even if that is 5-7 days or 2 weeks, it would remove a lot of the frustration of not knowing anything. Transparency is what Tymit preaches but this is not my experience when it comes to support lately.