I have a user who has been having an issue with enscape since the end of September. We have put in a few support cases, we always hear back from one person name Hayley Smith. At this point, I’m actually not completely sure if she is a real person or a bot. Once the issue proved to be very complicated and was taking weeks to solve, I emailed enscape to request a callback or a remote session. They actually told me that they only offer email support. I have to honestly say that I’ve never heard of this from a paid product. I understand cost-savings by cutting people, but this really takes it to a new level. What does a paying customer have to do to get some actual support around here?
@mbrahm06 , welcome to our Forum and I am of course sorry to hear about that.
Could you right away kindly share the e-mail address used to get in touch with us via a direct message as detailed here? Then I can look up the existing case(s) of your user who experiences issues for further review, as I cannot locate any requests submitted via the e-mail used for this Forum.
Thanks a lot in advance, I appreciate the cooperation.