Help with contacting support.

Bartman01 · 06-02-2003, 04:40 PM

What is the normal turnaround time for contacting support via the SereneScreen.com web site form? I submitted a request on Thursday evening, and still have not heard back. I have read that sending repeated requests just slows them down and causes issues, but I have no way of knowing if my original request went through OK. At the least, I expected an automated response letting me know that the request was recieved. Since I have not heard anything, I am concered it didn't go through.

Basically, I changed ISPs and no longer have the same email address. Need to have the 2.0 key sent to a new address.

Panthera · 06-02-2003, 04:57 PM

I also went to the SereneScreen.com website and clicked on their PopUp Hitman as I had a few questions on it before purchasing, and I have not heard from them either. I just hope they got my message since when I went to fill in my info on the site, it gave me an error. I ended up sending it through my email account, so I'm hoping they got it that way. They are probably just real busy.

Bartman01 · 06-02-2003, 05:57 PM

I figure they are probably just backed up, so I don't want to send in a duplicate request. I also don't want to wait assuming they are just backed up and never get a response because the internet hiccupped my request. If someone who knows is browsing this forum how long before I should worry?

Jav400 · 06-02-2003, 07:29 PM

Give it a few days. You might also get a response here to your thread.

Jim Sachs · 06-02-2003, 09:30 PM

The support queue is currently 399 messages, about half what it was on Thursday.

feldon34 · 06-03-2003, 04:09 AM

399 messages?

Nothing a team of 3 can't knock out in a day.

Jim Sachs · 06-03-2003, 09:00 AM

But then there are 399 more.

patscarr · 06-03-2003, 09:39 AM

This has come up many times and should be taken care of once and for all. An automated response would be adequate. "We have received your e-mail and will respond within 7 days." Come on Prolific, get your act together.

Bartman01 · 06-03-2003, 05:23 PM

Got a reply back today. Not solved yet, but at least I know the message went through. So much for only 398 messages today, I will be sending another

.

Edit: Nevermind. Support's answer worked. The email address change form worked (mistyped my old email address the first time I tried it), and the new key came through with no problems.

Panthera · 06-04-2003, 06:25 AM

I got my reply back this morning as well. Thank you

06-02-2003, 04:40 PM	#1
Bartman01 Registered Join Date: Jun 2003 Location: Houston, TX Posts: 3	Help with contacting support. What is the normal turnaround time for contacting support via the SereneScreen.com web site form? I submitted a request on Thursday evening, and still have not heard back. I have read that sending repeated requests just slows them down and causes issues, but I have no way of knowing if my original request went through OK. At the least, I expected an automated response letting me know that the request was recieved. Since I have not heard anything, I am concered it didn't go through. Basically, I changed ISPs and no longer have the same email address. Need to have the 2.0 key sent to a new address.

06-02-2003, 07:29 PM	#4
Jav400 Administrator Join Date: Dec 2000 Location: Tennessee Posts: 9,725	Give it a few days. You might also get a response here to your thread. Michael Administrator of Inside:SereneScreen Aquarium Forum, Chatroom, Fan Site & *Gallery* DVD Collection

06-02-2003, 09:30 PM	#5
Jim Sachs Developer Join Date: Dec 2000 Location: Southern Oregon Posts: 9,816	The support queue is currently 399 messages, about half what it was on Thursday. Jim Sachs Creator of SereneScreen Aquarium

06-03-2003, 04:09 AM	#6
feldon34 Forum Administrator Join Date: Dec 2000 Location: Rock Hill, SC Posts: 10,947	399 messages? Nothing a team of 3 can't knock out in a day. "Journalism is printing what someone else does not want printed. Everything else is public relations." - George Orwell "If voting changed anything, they'd make it illegal." - Emma Goldman

06-03-2003, 09:00 AM	#7
Jim Sachs Developer Join Date: Dec 2000 Location: Southern Oregon Posts: 9,816	But then there are 399 more. Jim Sachs Creator of SereneScreen Aquarium

06-02-2003, 05:57 PM	#3
Bartman01 Registered Join Date: Jun 2003 Location: Houston, TX Posts: 3	I figure they are probably just backed up, so I don't want to send in a duplicate request. I also don't want to wait assuming they are just backed up and never get a response because the internet hiccupped my request. If someone who knows is browsing this forum how long before I should worry?

06-03-2003, 09:39 AM	#8
patscarr Pet Shark Join Date: Nov 2001 Location: Back in Buffalo Posts: 5,460	This has come up many times and should be taken care of once and for all. An automated response would be adequate. "We have received your e-mail and will respond within 7 days." Come on Prolific, get your act together. Patrick

06-03-2003, 05:23 PM	#9
Bartman01 Registered Join Date: Jun 2003 Location: Houston, TX Posts: 3	Got a reply back today. Not solved yet, but at least I know the message went through. So much for only 398 messages today, I will be sending another . Edit: Nevermind. Support's answer worked. The email address change form worked (mistyped my old email address the first time I tried it), and the new key came through with no problems. Last edited by Bartman01; 06-04-2003 at 06:07 AM.