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Thread: Support response time

  1. 06-02-2022 #1
    jllewellyn792
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    Support response time

    What is the typical response time for a support ticket? I put in a ticket 12 days ago with no response yet.
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  2. 06-02-2022 #2
    Keith@HPTuners
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    What is your ticket #?

    12 days with no response is a strong indicator the ticket was lost, or the response was lost.
    We got this guy Not Sure, ...
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  3. 06-02-2022 #3
    jllewellyn792
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    49456 and 49898. I put one in by email and the other from the website a few days later. I haven't received anything but the automated message that the ticket was created for either.
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  4. 06-02-2022 #4
    Bill@HPTuners
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    Upon further review

    49456 was replied to on May 23rd by Brian
    49898 was replied to on May 26th by Brian

    I would suggest checking your spam folder as we replied to both of your tickets so I can only assume both were eaten by your email system as spam.

    Alternately you could try using a different email address if you have alternate access.
    It doesn't have to be perfect, it just needs to be done in two weeks...

    A wise man once said "google it"
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  5. 06-02-2022 #5
    jllewellyn792
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    I have checked my spam folder daily and haven't received anything. Previous responses from hptuners have came to my inbox. I'll try another address and see what happens.
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  6. 06-02-2022 #6
    jllewellyn792
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    50628 is the new ticket #
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  7. 06-02-2022 #7
    Bill@HPTuners
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    Replied.
    It doesn't have to be perfect, it just needs to be done in two weeks...

    A wise man once said "google it"
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  8. 06-02-2022 #8
    jllewellyn792
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    still didn't get it
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  9. 06-02-2022 #9
    Bill@HPTuners
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    replied again from my personal email instead of our ticketing system. Sounds like a pc/spam issue to me as nobody else is having an issue receiving our emails.
    It doesn't have to be perfect, it just needs to be done in two weeks...

    A wise man once said "google it"
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  10. 06-02-2022 #10
    Bill@HPTuners
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    Your email is rejecting our messages because we were trying to provide a driver solution for you ie we were attaching a zip file.
    It doesn't have to be perfect, it just needs to be done in two weeks...

    A wise man once said "google it"
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  11. 06-02-2022 #11
    jllewellyn792
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    I got the email from you and the latest response from the automated system that you sent right after that.
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  12. 06-02-2022 #12
    Bill@HPTuners
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    Yeah your email is rejecting the file we were trying to send.
    It doesn't have to be perfect, it just needs to be done in two weeks...

    A wise man once said "google it"
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  13. 06-02-2022 #13
    jaz|TUNING
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    I'm in the same boat... My last 3 e-mails have not received a response. Currently, I've not really been able to make use of this MPVI2+ and had to go back to my old tuning platform which was lacking and had poor customer support. :/
    Last edited by jaz|TUNING; 06-02-2022 at 01:21 PM.
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  14. 06-03-2022 #14
    Bill@HPTuners
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    Quote Originally Posted by jaz|TUNING View Post
    I'm in the same boat... My last 3 e-mails have not received a response. Currently, I've not really been able to make use of this MPVI2+ and had to go back to my old tuning platform which was lacking and had poor customer support. :/
    What is your ticket number?
    It doesn't have to be perfect, it just needs to be done in two weeks...

    A wise man once said "google it"
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