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Cases being closed frustation
Tags: web case
Sep 8, 2023 at 10:00am   •   2 replies  •  0 likes
Susan Pieroni

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.

on Sep 8, 2023 at 11:36am   •  0 likes
Hello Susan, I noticed that there are a few cases on your account. Could you kindly provide me with the case number(s) so that I can look into them and assist you further? Thank you.

on Sep 11, 2023 at 12:55pm   •  0 likes

Hi Mary,

The latest is case #19587747.

Also, previously I would receive email alerts when someone added to my posts. I am no longer receiving those. They were very helpful since I am not always logged into the the Community.

Thank you

on Sep 12, 2023 at 1:16pm   •  0 likes

Hi @Susan Pieroni, just wanted you to know that I'm actively working on this.

on Sep 11, 2023 at 1:49pm   •  0 likes

Thanks for the info, Susan. I will check what happened to this.

on Sep 8, 2023 at 10:36am   •  0 likes

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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