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Pandora Entertainment156 days ago (1 edit)

first of all, thank you for you response. I know that the team is working hard i have not doubt about that.

now, this topic is not about my resent request (i hoped that was clear in my first message) is about  the old email request that is 6 month old a never get a response (email sent 9/10/2024. code 233733).

That email number is mine, and as far as i know even today there is not response.

If I hadn't opened another support email request and commented on another post here, I still wouldn't have resolved my issue.

Thanks again to the itch team for the work they do. But this blog post wasn't a complaint due to my new email support requirement. It was because I've seen a pattern of emails that are never answered unless commented here. 

again this email  (sent 9/10/2024. code 233733).  never got a response, and  based on that, I decided to make a post asking the community about their experiences with support email.

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lyn-marie excelsiaAdmin155 days ago(+1)

We may not respond to all requests for support when the issue in question (in your case, indexing) was already solved by another staff member before we saw your ticket. I'm sure you can understand, when we have to address hundreds of tickets a day, lower priority issues may not immediately get a response as we only have so many man-hours in the day. 

I would also like to not encourage opening a thread for people to air out their grievances with our support email, as we've already highlighted several ways in which we are working on it. Having additional voices complain about the same problem that we are working to address does not encourage or engender additional man hours and staff for the problem, it just amplifies community complaints that we are already hard at work trying to address, and these kinds of threads are ultimately not productive to the improvement of our services; they only add additional stress on our staff that is already stretched pretty thin. Thanks for understanding.

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Pandora Entertainment155 days ago

Okay, I can understand this. I apologize if I caused the staff too much trouble.

But seriously, the fact that certain messages go unanswered is concerning from the requester's perspective (I don't have all the information at hand, so it feels like I'm being left in the dark).

Again, thanks. I really hope I've just had bad luck with my previous email support requests.

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