miheins
Forum Replies Created
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Thank you for looking into this!
1. If your support hours and operating times are interlinked I absolutely understand that. I have to admit that I did not make that connection in my head and expected that as a customer having paid for the Stripe Addon 8 hours are 8 hours, not 24 operating hours. Having had this issue at the end of the week did not help. I apologise for that, you do state it quite clearly.
2. I think what bothered me most about the entire situation is the lack of communication. There are obviously steps that I could have taken (like the hosting issue) that could have been added to the initial answer. I understand that providing admin credentials is the ultimate step. But giving access to a live client site with live Stripe keys if the likelihood of it being a hosting problem is high seems like a last resort rather than a first step to me.
In the meantime I have gotten an answer from your support and provided admin credentials so thank you very much for helping me out here, I appreciate it.
Thanks for your reply Zachary. Unfortunately I do not have a ticket number as I kept replying with more details to the email thread that started with your autoresponder. However, if you look at the single answer I have received from Justin at SEP 26, 2016 | 08:13AM EDT I am sure you will find the threat I am talking about. You will notice that this answer is almost a day and a half ago and that my follow up email three minutes later was ignored along with my two follow up emails. I have by now lost the trust of my client entirely as the hard deadline they imposed is missed by a long shot. Please help me to get this to a dignified end at least.