Why are some cases being closed due to "customer no response" when I have been responding via email and/or waiting for updates from the support staff. This is extremely frustrating when I am assuming a case is being worked on only to receive an email saying it was closed due to no response.
This has been happening since we signed on with RC. It's inherit in their system/culture. We found having a direct connection to your account rep helps when you want to force choke someone.
What I love is them calling on the weekend, and giving that same excuse... 'oh we tried to contact you at 3am - you never answered. closing the case...'
Good luck.
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