Oct 10, 2017
Saad Khan
wrote
Just curious does it always take days to get an answer on problems? I've been waiting 2 days with very minimal contact and I'm curious if this is the norm or maybe just a fluke.
Reply
6 Answers
Oct 10, 2017
Carlos
agent
wrote
Usually we answer questions within a business hour or so. Did you check your spam folder to see if our responses are being blocked?
Oct 10, 2017
Saad Khan
wrote
Yea I have checked and checked all of the correspondence in the ticket. I have had 2 responses in 2 days to several messages. I also made it known it was urgent because it is light issues with the ethereal's and I have a stocked and established tank. My coral is extremely stressed out and I can't get a decent response. Thanks for the response.
Oct 10, 2017
Carlos
agent
wrote
I see that one of the reps is working with you and you had communication exchange with him today.
Oct 10, 2017
Saad Khan
wrote
How many lights do you have?
Is the communication that I received today. I understand being busy but you're kidding me right. If your brand new lights were not working properly you would be satisfied with an answer like that in an entire working day. This has been an extremely disappointing experience all together.
Is the communication that I received today. I understand being busy but you're kidding me right. If your brand new lights were not working properly you would be satisfied with an answer like that in an entire working day. This has been an extremely disappointing experience all together.
Oct 10, 2017
Carlos
agent
wrote
I am sorry for the issue you are having but we also have other customers that require help. All tickets are answered in a timely manner. Our support office is now closed as we all like to spend time with our families. The support rep will get back to you tomorrow and help you get the issue resolved.
Oct 10, 2017
Saad Khan
wrote
Thanks for the help buddy, have a good night.