How long more do I have to wait?

[afusion]

I'm writing in to voice my unhappiness on how my ticket has been handled.

The ticket no. is NDO-12363739

1. For some reasons, one of my client's domain started to reject emails from everywhere. Reasons cited by the online chat support was that there are spammers from these domains which resulted in the blacklist. Question is who blacklisted the domains? HG? This is important as a reseller because I need to know if I have did something wrong and it resulted in this, I can take precautionary measures. If HG did something wrong, at least I know what is wrong? Answers please.

2. The issue was left unresolved for 8 hours. I'm still waiting for an answer.... I guess we can all understand the agony of waiting for 8 hours to get the service back. I have checked via the online chat support periodically and every time I asked for the status, it is 'working on it'. No indication of time frame at all. I believe your folks are experience people and if they can give an estimated timeframe, you can at least pacify someone and also reduce unnecessary load to your tech support for that period of time.

Still waiting...

[afusion]

Still waiting...

[afusion]

still waiting and the best part is that I'm still in the queue? American idol queue?

I just have this feeling they are figuring out what's wrong.... the frustration is that they just can't tell you anything.

[GatorDHanna]

In echoing what our supervisor Ben said in your ticket, I apologize about the delays in getting back to you and the problems you had getting this issue resolved in a timely manner.

The reason for your delay is as follows: In your first chat, you mentioned RBLs, which caused your ticket to be put into a special queue for handling those sorts of issues. That queue isn't staffed 24/7 like the rest of our queues, so there was a delay in getting back to you. I apologize about the ticket being mis-assigned and the delay that resulted from it.

I just spoke to Ben and he told me that he replied to the ticket you referenced in your original post and that you replied back stating everything appeared to be working.

If there is anything we can do to assist you further, please let me know and I'll make sure we get it taken care of you right away. Again, please accept my apologies for the inconveniences.