I just bought the lifetime subscription back in March, and I’m starting to regret that. While I understand that there is a limit to support staff, I submitted a ticket on Monday with an issue and it has yet to even be acknowledged by a human. I don’t expect immediate resolution or support engineers falling over themselves to “omg solve this STAT”, at a bare minimum for a paid service I would expect someone to acknowledge “we see you”. A person, not an auto-responder. There is a message, in big bold letters, in the ticket that says it will be closed after 7 days without a response. What should be a warning (hey user, don’t leave Roon support hanging) now looks more like a threat.
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Your support request has been made and is in the queue of the support team. You may not have noticed, but it is somewhat hectic in Support at the moment following the release of 2.65 and the major impact it has had on QNAP and Macs running old versions of MacOS…
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Of course, that’s why I said I didn’t expect immediate resolution, or for an engineer to come to my door personally and ask me how they can help. But, when the ticket itself has a notice that it gets closed after 7 days without a response, I get to decide whether it’s too rude to ask for a response, or just sit quietly and wait for the ticket to be closed automatically. A response – any response – to acknowledge the ticket and keep it from being closed without resolution is not out of the realm of expectation.
It’s only the forum topic thread that will be closed if there’s no activity on the thread - the internal ticket will still be open, and the support team can still post on a closed thread..
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That’s good to know. Is it documented anywhere that this is the behavior? Some language in the thread denoting that info would be helpful, though obviously not a current priority. What is the general turn-around time for support requests usually, and has there been any announcement about support responses post-update?
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When we mods see that someone requires support from the technical support team, we use text asking them to open a support request and which contains the following:
Your responses will create a ticket on Roon’s support tracking system and auto-generate a Community thread in the appropriate section.
However, your feedback is clear. In view of this, I’ll move this thread into the Feedback category of the forum - the Roon Labs team read all posts in this category. While they very rarely comment, rest assured that they do read the posts.
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Thank you! I do appreciate the info.
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Hey @Robert_Fox,
Thanks for taking the time to share this, and for doing more than just venting. This is considered, specific feedback and we appreciate it.
On the auto-close notice:
That message is part of the community forum’s standard behavior and isn’t something we’re able to modify at our end. We understand how it reads in context though, and we’re sorry for the confusion. To clarify, it’s the forum thread that closes after 7 days of inactivity, not the support ticket itself. Your ticket stays open on our end regardless, exactly as @Geoff_Coupe has mentioned, and our team can still respond even after the thread closes.
On response times:
Under normal circumstances we typically get back to everyone the same day, sometimes within a couple of hours. This week, however, we’ve seen an unusually high volume of requests and some tickets are taking longer than we’d like. We haven’t communicated that proactively, and that’s something we’ll take on board.
I am sorry it’s taken this long to get to the case you submitted. That’s not the experience we want for anyone, let alone someone who just made a lifetime commitment to Roon.
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This is a great response, and I genuinely appreciate it. I often deal with vendor support in the cybersecurity space, usually on behalf of a client, as both an engineer and a customer. I understand when something comes down the pike and a few unexpected wires get hayed. I’m confident my issue will be resolved, and I’m happy to be patient. Incidentally, I do have a response on the ticket with a lot more meat than I expected – that was great to see.
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Hey @Robert_Fox,
Your kind words go such a long way, but, more than that you’re offering us a little bit of grace which is so rare.
A huge thank you 