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AdguardTeam / AdguardForWindows

AdGuard for Windows open bug tracker
https://adguard.com/
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@ #1315

Closed ghost closed 8 years ago

ameshkov commented 8 years ago

I am sorry for this. I guess that's because we are in process of getting rid of the old CRM (kb.adguard.com) in favour of new simple email-based CRM.

I hope in a month or so the old one will be finally turned off completely.

ameshkov commented 8 years ago

2) In another instance, I called for the supervisor or the head of support, I am still to receive contact from him and the ticket was closed absurdly.

Summoning head of support here: @vozersky

vozersky commented 8 years ago

@The-Commissioner

Hi! Sorry for that bad experience you had. Looks like there really was a bug somewhere on the edge between two ticketing systems. We are getting rid of Kayako soon, and the best way to communicate with support team is direct email.

vozersky commented 8 years ago

@The-Commissioner oh, it's just support@adguard.com If something goes wrong again, let me or support supervisor @Bohdan-SUP know, please. We are always here to help.

ameshkov commented 8 years ago

@The-Commissioner I am sorry to hear it. However, I see a clear misunderstanding here.

You report bugs and crashes to the support service, which purpose is to help users with relatively simple questions. They simply do not have enough understanding to help you with resolving crashes and such. So the only thing they do is requesting logs and then passing it further to devs. Instead you could have contacted developers directly on github.

Also I must admit that your situation was not handled properly. I apologize for it.

@vozersky Logs were requested twice due to how emails are stacked in QCRM: qcrm

Evgeny has lost the original ticket because of this. There should be a way to improve situation with multiple ongoing discussions with a customer.