DTS response time

[Rob Keniger]

On 21/07/2008, at 2:36 AM, objectwerks inc wrote:

> If a request takes hours of work, maybe you need a higher level of  
> support (yes they exist).  I would not be happy to pay $195 and then  
> get pisspoor response.


I don't mind so much if an issue takes time to resolve, my problem  
really is the lack of communication. I shouldn't have to sit around  
wondering what's going on with my issue, and I certainly expect to get  
a response when I ask about it.

Not responding to repeated requests for a status update is very poor  
communication in my opinion. I certainly wouldn't treat my customers  
that way.

I am fully aware that Apple must be inundated with support issues at  
this time due to the iPhone launch and I took that into consideration,  
but a month with no progress or status update is really disappointing.

Thankfully the problem is now being attended to.

--
Rob Keniger