Support ticket status tracking could be revised in order to provide better visibility as to the status of the issue as is general practice is many software platform issue trackers.
Tags for triage could be implemented, and when tickets are assigned an indication could be provided.
It can be problematic for support cases to close after 7 days with no reply, when they are unresolved and it results in a miscommunication of expectations exacerbated by Roon wanting all support tickets to be filed publicly.
For example, I am following topic https://community.roonlabs.com/t/muse-dsp-added-to-signal-path-affecting-lossless-display-with-minidsp-shd-studio-ref-miqgk6/313488
The issue is not resolved.
Once it became clear that the issue lay within the Roon ecosystem, support staff responded with platitudes.
- did not provide a timeline for resolution, which is fairly standard, OK
- did not clarify if the ticket would remain open until it’s resolved
- did not explicitly confirm that the ticket was accepted as an issue.
- did not clarify the core issue;
- when there is a breaking change to Roon is it the responsibility of the hardware provider to promptly issue an update
- or is it Roon who must maintain backwards compatibility if an item is certified
I did not harangue unresponsive staff and now the ticket is closed.
Having opened a similar thread 2 years ago, and receiving no response, and due to the sheer volume of support threads opened, it now feels that this issue will remain unresolved.