@RiotDemon Technically, yes, all support is done through email, but there are I think the implementation is sub-optimal:
The customer isn’t immediately CC’ed with an email once the support web form is submitted. That’s not good, because it leaves the customer without a copy of what they sent, knowledge that their message is active within the system (compare to Zendesk), and it leaves the customer without something to track / check-up on in their inbox.
Inbound messages from the support did not come from a “meh.com” email address. They didn’t even com from the same domain - one message was from “email@example.com” and “firstname.lastname@example.org” and were both automatically labelled spam by Gmail and skipped the inbox. How would the customer know to white-list those domains? What if the web-form actually specified or recommended white-listing the domains upon submitting the support request? Having run a support desk in a past job, I’d consider this a pretty big problem, but it is an even bigger problem when combined with the next point…
Nowhere in the inbound messages did the text “meh” or “meh.com” appear. This means if a Gmail user is explicitly accounting for spam, and searching with the broad Gmail filter “meh in:anywhere” then the relevant messages still won’t show up. “Just check your spam manually” could be an option, but its not easy to spot such a message you receive literally dozens of spam messages per day.
For example, the messages from support have the automatically generated subject of:
“[Mercatalyst] Re: I have an issue with my order”
What if the automatically generated subject said:
“[Meh] Re: I have an issue with my order”
Then, despite automatically being labelled spam (a problem), the messages would still show up readily in Gmail searches for “meh in:anywhere” (Meh.com probably has more than a few customers using Gmail, right?)
Megan replied to me from support and said “We received a blank message from you, and we want to be sure we’re able to help. Please let me know if there’s anything we can assist with.” Yet an entire copy of my non-blank message was included verbatim with that email, just below Megan’s own text. How was Megan able to reply with my non-blank message included if my message was “blank”? Does that mean support can’t see my messages in whatever system is being used? This is a big concern if I can’t see their message because messages are ending up in Spam from mysterious domains, and support can’t see my messages because of some system error… How will anything be resolved if both sides of the communication are missing messages?
@aoeu I’m taking a look into this. Just replied to your case to check a few things on our side. I’ve got answers and info for pretty much each point you made here, but want to check before sharing them publicly.
@ChadP Hi! The message you sent on “Feb 20, 8:44 AM CST” on my case came right through to my inbox (not marked as spam or anything like that.) I also saw the address its coming from is “email@example.com” so that also works for searching. Thanks for testing / trying to help out!
Write your request on the back of a bearer bond valued at $500 or more, place the bearer bond into a ziplock (for waterproofing) and place it in the hollowed out tree stump located at the south eastern corner of the Mary Heads Carter Park in Carrollton Texas.
Await a reply raven which should arrive in 2 to 4 months.
That method definitely works. (Free pro-tip). For best results, just make sure to include details on exactly what remedy you require and include a SASE along with a pen and some paper so they can write back.
Hey @aoeu! Flask tasker here - I see you have an open support case with an update from us. It might have filtered to your spam or junk folder, so please check there. To help stop that from happening in the future you can add us to your contacts.
@ybmuG …but it could be, if certain forum posters quit locking their hearts up so tightly and instead listened to their inner feelings and let their emotions charge through the night like a sweaty stallion of passion!
A husband and wife are sitting quietly in bed reading when the wife looks over at him and asks the question.
WIFE: “What would you do if I died? Would you get married again?”
HUSBAND: “Definitely not!”
WIFE: “Why not? Don’t you like being married?”
HUSBAND: “Of course I do.”
WIFE: “Then why wouldn’t you remarry?”
HUSBAND: “Okay, okay, I’d get married again.”
WIFE: “You would?” (with a hurt look)
HUSBAND: (makes audible groan)
WIFE: “Would you live in our house?”
HUSBAND: “Sure, it’s a great house.”
WIFE: “Would you sleep with her in our bed?”
HUSBAND: “Where else would we sleep?”
WIFE: “Would you let her drive my car?”
HUSBAND: “Probably, it is almost new.”
WIFE: “Would you replace my pictures with hers?”
HUSBAND: “That would seem like the proper thing to do.”
WIFE: “Would you give her my jewelry?”
HUSBAND: “No, I’m sure she’d want her own.”
WIFE: “Would she use my golf clubs?”
HUSBAND: “No, she’s left-handed.”
WIFE: – silence-
He should have started that with something more like “I don’t know. Losing you would be devastating and would take a long time to get over. But the kids are adults. I wouldn’t want you to to be completely alone for the rest of your life if something happened to me… Maybe if I met the right woman. But she’d never replace you.”