I really appreciate your help on this... while I have made no progress, it is a small success to at least know someone is hearing me. Thank Peter!I have sent another message to the owner
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....You're welcome. Keeping my fingers crossed.
Mqudsi - No offense intended, but a request was made for me to submit a pic of my COA with no further instructions. So if that does not meet the need of tech support, then I would suggest providing direction as to how to meet the need.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.
Again, no offense intended, but if you all are aware that a picture-only reply is likely to be screened out - the time to share that with the consumer is at the time of the request... along with instructions as how to successfully meet the request.It's not about what tech support is looking for. The help desk system we use doesn't know what the support representative asked for or what the picture actually is, it's just a very dumb heuristic that found that nn% of the time a picture-only message is spam. We didn't develop it.
Come on... I’m not arguing. I’m simply saying it doesn’t make sense to ask a customer to submit a pic, knowing that your system will screen it out.I'm not sure where you are getting any of this from. I dug into the matter after you reported you didn't hear back from us, and that's what I found.
If you wish to keep arguing... by all means. But I'm out.
Peter - I truly apologize for dragging you into this issue, but you seem to be able to reach Ali. He sent me an email Tuesday evening requesting a reply with my system information. I replied within minutes and have not heard back since. He suggested he would reply "as soon as possible". I was hoping to not have another week pass without progress. If you have an opportunity to ping him - I have no way to determine whether my emails are being received, or not. If he is working on "getting the link", then I will try to be patient. But I don't want to hear, again, there was nothing received from me.... thank you, ever so much!Ali just replied, he will contact you directly.