SR Trouble Tickets

[mydogisbo]

How long does it usually take to get a response on SR trouble tickets?

I posted 3 tickets 2 weeks ago & I listed them as "low" urgency because I didn't want to seem like a bother. There hasn't been any action on any of them. I listed 2 more a week ago as "high." I got a response to one which I responded to immediately, & haven't heard back from that one, or anything from the first one.

I love SR, just wondered how long it usually takes to get these resolved--it is a little over $20 total that I had trouble with.

Thanks!!!

 

[bbangel]

I had one trouble ticket that she responded to with a message in about a week (low). I also used the contact form to send her the confirmation email. Once she had the email it took her a bit to get an answer from the company. Everything got resolved in about 3 weeks. Try emailing her if you are concerned.

 

[sunshinegirl]

One thing to keep in mind is that even if I have not responded to a trouble ticket yet, it does not mean that I am not working on it. I actually read through every one of them as soon as they come in. Some things I am able to get answers to sooner than others. I usually respond as soon as I need more information or get it resolved, whichever comes first. The ones where people are missing credit for things (I probably have about 15 of these total outstanding right now) are the hardest because it can take weeks to get information from the merchants.

With the exception of Disney Movie Club, it can be nearly impossible to track down credits on some of these lead programs, depending upon whether we are working directly with the merchant or through a third party. But I keep going until I exhaust all possibilities.

 

[mydogisbo]

Thank you for responding Tricia. I just wasn't sure what the normal procedure was for the trouble tickets. I completely understand about having to work through other people to get the credits & it taking a while. Like I said, I just wasn't sure of the procedure once a ticket was submitted.

Thanks!