Disappointed with lack of response from Luxion support

[jhiker]

Is anyone else struggling to get a response from Luxion support?

I made an inquiry on the 10th of September - no acknowledgement from Luxion
I chased it up on the 14th - again, no acknowledgement
I chased it again on the 17th - still no acknowledgement

I have a fully paid-up subscription - it's supposed to include support.

I don't even know whether they've received the inquiry, whether they are looking into it or what the hell.

At the very least, even if support cannot attend to an inquiry straight away, there should be some acknowledgement. Show some respect to your paying customers guys.....

[Robb63]

jhiker, with the paid subscription you get free phone support. Luxion have always been very helpful when I call. Give them a call if you are able.

I agree with the email comment though. Sometimes takes ages lately to get a response via email.

[jhiker]

Thanks, but I don't think it's something that can be solved over the phone.
I sent the BIP file with the first inquiry so they could take a look at it - nothing.

[guest84672]

jhiker, sorry for the disappointment. I will get on this right away and check with the team.

[Brandon Davis]

Hello jhiker,

Did you receive a ticket number when you first emailed into our support system?

Please make sure the email is correct with support@luxion.com.

Also you can email me directly brandon@luxion.com - and I will take a look at your problem.

[DonChunior]

I've got the same problem ... 
4 open tickets and no response from support for over a month now!

[jhiker]

Hello jhiker,

Did you receive a ticket number when you first emailed into our support system?

Please make sure the email is correct with support@luxion.com.

Also you can email me directly brandon@luxion.com - and I will take a look at your problem.

Hi Brandon/Thomas,
No - this is the source of my annoyance - no ticket number - no acknowledgement - nothing at all.
Thanks for the reply

Brandon - just emailed you the inquiry - thanks.

[Brandon Davis]

@jhiker - thank you.

@DonChunior - can you please email me directly. brandon@luxion.com.