Claiming that a feature is absent as the best way to resolve issue at T1

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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http://forum.acronis.com/forum/14475#comment-44171
Feature doesn't work, T1 is like "there is no such feature anymore" (while it actually is...) " want a refund?" --"here you are."
Ticket is resolved, not escalated to T2, thus KPI metrics are not worsened, but I have strange feeling that something is still wrong in this scheme.

Thu, 09/23/2010 - 17:39
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Dev-anon, no question, this was handled incorrectly. Thanks for pointing it out. I have addressed this internally and reach out to Randy. To be clear, this is not our Modus Operandi.

Thanks,

Rob Frost
Director of Support

Fri, 09/24/2010 - 12:37