How can a unresolved ticket get closed

Scoops
Scoops Member Posts: 30 Newcomer
edited September 17 in Social Club

How can this be?



Comments

  • JesterMgee
    JesterMgee Member Posts: 2,121 Expert

    Maybe they replied, itb went to your spam, so due to inactivity it was closed?

    Just a guess but usually that is what happens if people don't actively check. You can try and follow up.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,113 mod

    Hey @Scoops My colleagues got back to you on the 8th of September (1 day after your request) with the following answer:

    We apologize for the inconvenience in the customer account section.

    iZotope.com is currently undergoing some construction and we are working on getting all features back into the account section as soon as possible.

     Thanks for your patience!

     Sincerely,

     Your Support team

    Did you get the email at all? Please check spam, filters, etc..After 8 days without a reply, tickets are closed but you should be able to re-open it if you reply to it.

    There's a dedicated KB article from Izotope regarding the recent account issues: https://support.izotope.com/hc/en-us/articles/13493836678685

  • Scoops
    Scoops Member Posts: 30 Newcomer

    @Jeremy_NI Sorry but your answer is an incredibly foolish one, and is reflective of the rock bottom low rating I see on the Better Business Bureau web site. What am I suppose to answer? Where am I suppose to answer? Most companies have a ticket system I can log. Where's the ticket system I can log into?

    All you are doing is closing a ticket to make yourself look good, and anger the customer

    If you look, the issue is NOT RESOLVED

    I seriously question NI's capabilities.

    So you site a KB. Those are some majorly serious issues, and it's been a really long time.

    When will this get fixed?

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,113 mod
    edited September 19

    Sorry if my reply sounded foolish. I totally understand your frustration.

    You should still be able to reply to the email my colleagues initially sent, this several days after it was automatically set to solved. Your ticket was automatically set to solved because you didn't get back to my colleagues, that doesn't mean the issue is solved. I should add that from a support point of view, the truth is they can't offer more help at the moment.

    I will try to find out if we have an ETA for a fix with the missing purchase history in the Izotope account.

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