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Billing issue post moved
Earlier a post about a frustrating billing issue was posted in the General section. I have moved the thread to an Admin area and have emailed the devs directly. A more helpful approach would have been for the poster or impacted party to request that the devs contact you directly. They have a very good track record with this and I believe that they deserve the benefit of the doubt.
Thank you.
Thank you.
Well given that there are really only 2 public avenues for dev interaction, and the designated one had failed, there really wasn't any other choice. I'm not aware of any dev emails as an official channel for correspondence.
You could have posted as I suggested above.
The fact is, GSW has a long history of being very responsive to billing inquiries. Your report is second-hand and may not be entirely accurate. I think you could have been more even-handed in presenting the issue.
The fact is, GSW has a long history of being very responsive to billing inquiries. Your report is second-hand and may not be entirely accurate. I think you could have been more even-handed in presenting the issue.
TRS: Your information was erroneous. Your friend, the user in question, submitted a billing-related ticket at 2012-06-11 16:32:12. Ray responded at 2012-06-11 16:37:51, explaining the confusion and asking if there was anything else we could do. We usually ask for at least 24 hours of turn around time on billing issues, in this case we responded in just over five minutes. I would prefer not to go into detail about this particular user's issues, except to say that this related to the usage of multiple accounts.
I would guess that the user in question chose an email address for their account that they don't actually ever read, and as a result they failed to see the email notifying them of a response to their ticket. Either that, or sometimes a person will be logged in on one account, post a support ticket, then log into the website on a different account and be unhappy about the "lack of response" on the website interface (since the ticket was opened under the other account), which is additionally compounded if there's some email-account issue. There isn't a lot we can do about this kind of thing, beyond trying to ask people to be sure what account they're using when submitting, which we do.
We're a really small operation, we don't have any dedicated support staff, and I am under no illusions that our support is perfect by any means. But we do go pretty far out of our way to be responsive and helpful on issues, and we highly prioritize billing problems.
I would guess that the user in question chose an email address for their account that they don't actually ever read, and as a result they failed to see the email notifying them of a response to their ticket. Either that, or sometimes a person will be logged in on one account, post a support ticket, then log into the website on a different account and be unhappy about the "lack of response" on the website interface (since the ticket was opened under the other account), which is additionally compounded if there's some email-account issue. There isn't a lot we can do about this kind of thing, beyond trying to ask people to be sure what account they're using when submitting, which we do.
We're a really small operation, we don't have any dedicated support staff, and I am under no illusions that our support is perfect by any means. But we do go pretty far out of our way to be responsive and helpful on issues, and we highly prioritize billing problems.
Hi Incarnate, thanks for the reply and I understand and empathise with the point you raised in the last paragraph. Like I said I've received only good service from you guys so my post was in the spirit of trying to understand the situation fully, which I still don't, but I guess there's no point in pursuing further.
@Whistler, I posted a direct email quote, and I said that I had only received good service myself in the past, I don't think I could have been more even-handed with the information I have.
Thank you both for your quick responses. Apologies for any misunderstanding, I certainly don't bear any ill-will.
Cheers,
TRS
@Whistler, I posted a direct email quote, and I said that I had only received good service myself in the past, I don't think I could have been more even-handed with the information I have.
Thank you both for your quick responses. Apologies for any misunderstanding, I certainly don't bear any ill-will.
Cheers,
TRS
You're welcome.
You could have been more even-handed by refraining from characterizing the billing problem as "shenanigans" (mischief, prankishness, deceit, trickery) and from exhorting the dev team to "get it together". Those were your words, and I think you could have chosen better when dealing with a team that has provided you with only good service in the past.
You could have been more even-handed by refraining from characterizing the billing problem as "shenanigans" (mischief, prankishness, deceit, trickery) and from exhorting the dev team to "get it together". Those were your words, and I think you could have chosen better when dealing with a team that has provided you with only good service in the past.
Oh I wouldn't read too much into it. In any case, as far as I know the email I quoted was sent to all of the people on the La Familia boards, so this looked quite bad and I felt we could get some answers by posting. Intentions were good regardless of the form, sorry about that.
Cool. Locked.