Outstanding support tickets.

[hgo58]

I am wondering how the WiiM Support ticket handling work.

I have currently 39 open tickets. Some are more than a year old. In some of them I have requested information from the Support and in others I have said that the ticket can be closed.

I do however not look like Support is reading the comments added to the tickets and they don't follow up when actually fixing an issue or adding a feature.

What is your experience with raising and handling tickets?

 

[EddNog]

I've raised maybe 3 or 4 tickets my whole time owning a WiiM and they fully responded to every single one.

-Ed

 

[hgo58]

I've raised maybe 3 or 4 tickets my whole time owning a WiiM and they fully responded to every single one.

-Ed

Support also response to my tickets and then it looks like they forget them.

I will have to say that most of my tickets are either about missing or wrong information in the FAQ documents, or minor issues and inconsistencies in the software.

 

[EddNog]

Support also response to my tickets and then it looks like they forget them.

I will have to say that most of my tickets are either about missing or wrong information in the FAQ documents, or minor issues and inconsistencies in the software.

I see...

All of my tickets were about the ARC input ceasing to function and every ticket was responded to with a custom firmware update that fixed the problem (temporarily...until they finally introduced my TV's whitelist line to the production firmware).

-Ed

 

[Burnside]

I am wondering how the WiiM Support ticket handling work.

I have currently 39 open tickets.

I have over a dozen pages…

Some are more than a year old. In some of them I have requested information from the Support and in others I have said that the ticket can be closed.

You can close a ticket yourself by choosing the “tick” option on its page.

I do however not look like Support is reading the comments added to the tickets and they don't follow up when actually fixing an issue or adding a feature.

What is your experience with raising and handling tickets?

I don’t think they go back thru all tickets when they fix an issue - that could be unnecessarily time consuming for them. As I say, if you can verify that an issue has been resolved, you can close the ticket yourself. Admittedly, I may occasionally do that but clearly from the number of pages of tickets I have, I’m not over diligent in that matter

 

[reniro]

submitted a few tickets / bugs - on one I got a mail with a detailed question but it still exists after months ...

 

[hgo58]

I don’t think they go back thru all tickets when they fix an issue - that could be unnecessarily time consuming for them. As I say, if you can verify that an issue has been resolved, you can close the ticket yourself. Admittedly, I may occasionally do that but clearly from the number of pages of tickets I have, I’m not over diligent in that matter

But do @WiiM Support read the additional comments you may add? I feel they are just ignored. Even in some cases where Support was asking for more information.

Maybe they just have too many? Or too few people assigned to the job?

 

[harkpabst]

I've only had a couple of support tickets, probably like two hands full, but most of them turned into back and forth discussion, so my input was definitely heard.

I've been closing many of them myself when the issue at hand was resolved.

 

[hgo58]

I've only had a couple of support tickets, probably like two hands full, but most of them turned into back and forth discussion, so my input was definitely heard.

I've been closing many of them myself when the issue at hand was resolved.

Maybe you are better looking than me?

 

[Wiimer]

I don't look at the ticket web page, but I just looked and there are a lot of 'Awaiting your Reply' tickets..
Generally 30% of the tickets were closed.

 

[harkpabst]

Maybe you are better looking than me?

That's impossible. I would get my firmware updates much faster than you then, which is not the case.

 

[hgo58]

I don't look at the ticket web page, but I just looked and there are a lot of 'Awaiting your Reply' tickets..

I have a couple of the "Awaiting your Reply" tickets also. In those the last 4 or 5 comments are mine. So the support system is not working correctly in those cases.