What is an acceptable turnaround on a case? I have one case open for THREE weeks. After posting a reluctant complaint here, I received an email telling me my problem was being upgraded to the 'serious issues group;. That was a week ago. In the meantime I fend off emails from new affiliates.

I have a whole media campaign with booked print space - now on hold. If i don't go ahead I forfeit my booking space and cost. But i can't go ahead because I have fallen into the IS support abyss!

My web designer has similar problems. simply no response to one issue that is playing havoc with assigning commissions in the affiliate system; one that should never have been there in the first place.

So hey Clate, Joel and team. As they say in forumland.. WTF?

I am an avid IS enthusiast and willing to go the extra mile because I believe in you. How about it?

Will you deliver?

Ian Blair Hamilton
Managing director,
AlkaWay
ian@ alkaway.com.au

For reference, we _did_ respond and resolve this. We apologize for the delay and this is not to be expected.

That said, there are definitely situations where bug fixes may take anywhere from 1 - 6 weeks depending on the current backlog that our developers are working on. Quality is the name of the game and they work very hard to assure reliability in the software. Sometimes, that means pushing a release or a fix to the next date.

Please feel welcome to elevate issues to me. I handle all escalations including executive ones, so I'm able to get the right people in touch with customers.

Thanks for sharing your feedback, it's greatly respected and should serve at motivation for us to keep trying (and doing) harder for all customers.

~Joe

Not related to this case - but - over the last month I have seen a vast improvement in response times for support questions.

Thanks InfusionSoft.

Marc

Thanks, Marc! This is very good to hear.