Chris, I know that many times when someone tells me this (or e-mails again saying they got no reply) it isn't because we didn't send a reply. In fact, just the other day I got an e-mail asking why we hadn't replied to an e-mail sent the previous week - we HAD replied. And HAD replied to their second e-mail as well.
After the third e-mail, I then sent a reply from a different e-mail account and they got that reply. So it wasn't because we did not reply. It's because somewhere along the line to their e-mail system, our e-mail was blocked. Whether it's from their spam checker (newblueinc.com really needs to be whitelisted), or their domain, or wherever - it was being blocked.
I understand people can get upset when they don't receive a reply. But it's just as upsetting when we get two or three more e-mails asking why we never replied when, in fact, we had done so.
Having said that, the help ticket is really the best way to go. The we have a running track of the communications and both parties have a single place to go to see that communication.
Edward Troxel
Reply
Like
