Resolving Cases

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I have had an awful time with your tier 1 chat support. Without going into detail I have spent literally hours with three chat sessions to have them end up canceling the wrong account (online backup). Here is a copy of one of my transcripts to demonstrate how worthless the help was. In the end they canceled the wrong account. The one that was working was mnhouseca********

I expect a call to rectify this mess seeing that there is no way for me to actually contact anyone at your end. I tried to create a case on 10-19-2009 (#00362455) but after days of waiting there was no response.

See Chat ID 82991942

order ID 7542234 was canceled
Unfortunately, so was Order ID 736144220 (separate account)

Chat verifies the info and the invoice but is unable ( or unwilling) to change the account from 2GB to the paid for 25GB. It worked for a couple of weeks until they canceled the wrong account. Where does one go from here. Sending emails that create case #'s is a black hole where there is no follow up other than saying that they get your mail.

Sa, 11/07/2009 - 07:41
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Frequent Poster
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Hello Sir,

I’m very sorry for the delay with the response, I have found the case number 00362455 and notified the respective support person to handle the issue.

I looked through the case number and it looks like wrong account has been canceled. I can help you to settle this issue down, just let me know via PM which account should be disabled and which one activated. I checked your account and can’t see subscription to 25 Gb Online Backup option. Is the issue persist with online backup?

Let me know if you need further assistance.

Thank You.

Sa, 12/05/2009 - 09:28
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Thanks Dmitry. Excuse my ignorance what is "PM"? Once I figure that out I will contact you with the relavant information.

Michael

Sa, 12/05/2009 - 19:08
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Regular Poster
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PM means private message. THere are several way to do this the fastest is to look at any post by that person and on the left hand side below the persons name and post count is a little icon almost invisible. assuming your logged into your account in the forum click the icon and you will start a PM with that person. To see your messages from someone go into "messages" when logged into your account (far left edge of your screen )

Sa, 12/05/2009 - 19:21
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