No response for 6 days to support ticket - OpenDNS "VIP" Customer

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david

Opened my ticket #284559 on Wednesday of last week at 10:23am.  As per their instructions, I have not replied to my own ticket since tickets are answered first-come, first-served based on the elapsed time since last modified.  They have not replied or even assigned my ticket to anyone yet.  It still has status "open".

I can only conclude that every other paying customer has also not received any reply from support in nearly a week.

Have the support staff simply taken the week off?  Is this their normal level of service?

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  • Official comment
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    Mash Sarband

    Hi,


    We apologize for the delayed response - we've been experiencing an unexpectedly high ticket load over the last few days and has significantly impacted response times.

    I have gone ahead and responded to your ticket. 

     

    Regards,

     

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    rotblitz

    This is not my experience as a non-paying user.  They reply and solve issues rather incredibly quickly.

    I assume initially you got an automatic e-mail response with a ticket number of #284559.

    Also, your tickets should be listed at https://support.opendns.com/hc/en-us/requests
    If you don't find your ticket, raise another.

    You may respond via e-mail on the initial e-mail which should go to support[at]opendns[dot]com to maybe attract more attention.  Please note, they work on business days only, usually within 72 hours, unless you have purchased an enhanced service option like phone or TAM support.

    Regardless, did you consider to report your problem here?  Other users may be able to help.

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    david

    I did not report my issue here because I searched and found another post from a user with the identical issue, and the community's response was to open a trouble ticket with support.  In fact, rotblitz, it was you who gave that advice.  You are very active on these forums, thank you!

    I did recieve an automatic email, which I'll paste below.  I also have been viewing the "My Requests" page daily, and as of right now the status is still as follows:

    #284559
    		 
    open

    Note that they explicitly instruct me to NOT respond until it has been assigned, or risk their response being delayed.  Here's the automated response that i received:

    Your request (#284559) has been received and is being reviewed by our support staff.

    Our tickets are answered in the order received, so to avoid delaying your response, please don’t reply to a ticket until it has been assigned to a support representative.

    To add additional comments, reply to this email or click the link below:
     http://support.opendns.com/hc/requests/284559

     

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