No Communication for two weeks!

#1
After corresponding through email with NeoSmart Technologies Support and supplying the requested photo of my COA Sticker, I have not heard anything since 17 Dec. I have replied to the technician 3 times with no response. Any suggestions as to how to progress?

Many Thanks

Luke
 

Ex_Brit

If you're going through hell, keep going.
Staff member
#2
I'll give them a nudge,.
 
#4
I am now begging.... Can anyone tell me how to get a representative to communicate with me? I believe I have been much more than patient. I was told there was a solution to my problem more than 3 weeks ago. I responded with the requested verification and the tech went silent. I am beyond frustrated. I'm sure venting is no way to get support, but after a month without my system I a without options. TIA for any suggestions you may have.
 

Ex_Brit

If you're going through hell, keep going.
Staff member
#5
I have sent another message to the owner
 

Ex_Brit

If you're going through hell, keep going.
Staff member
#7
You're welcome. Keeping my fingers crossed.
 
#8
You're welcome. Keeping my fingers crossed.
Peter - a couple quick questions.... do you find my situation unique, or is this standard procedure for the folks at NeoSmart? When you shared with the owner that you are aware of a customer that had been abandoned after being assured there would be more help to come - was there any sense of urgency or concern? I have to say, at this point, my experience with NeoSmart is starting to feel like a scam. Is this truly THE ONLY way to communicate with them - through and intermediary (not that I don't genuinely appreciate your efforts). I'm baffled....
 

Ex_Brit

If you're going through hell, keep going.
Staff member
#9
A member of his family has taken over answering the majority of emails. Which thread do you want me to point him to or shall I say this one and he can go from there? As I posted yesterday in Windows Recovery, support by email is always answered so check all Junk mail and Spam folders and even your webmail (ISP) may have filtered the answer out if you haven't received it.
I will point him here OK? If there's another thread involved then you can perhaps post a link or simply tell him when he contacts you or posts here.
Your situation is similar to others I must admit but my knowledge on this subject is non-existent so wait for him to contact you.
 
#10
Thank You! Thank You! I received a couple email responses without filtering to junk. I sent "Ali" a pic of my Windows COA on Dec 18 @ 9:45am. I could copy and past the correspondence? Would like to get some additional direction from a company representative. Best, and thanks again!
 

Ex_Brit

If you're going through hell, keep going.
Staff member
#11
I've emailed Ali for a response. No need to post anything unless he asks you to do that.
 

Ex_Brit

If you're going through hell, keep going.
Staff member
#12
Ali just replied, he will contact you directly.
 

mqudsi

Mostly Harmless
Staff member
#13
Just as an FYI, from our investigation it seems that replies with only a single image are (admittedly understandably) flagged as spam by the support system.