Customer support taking a full week to respond...

[Ktinamk188]

Hello. I'm wondering if anyone else is having the same issue where shipstation is taking over a full week to respond to questions that are being asked in your open support cases. I'm at a loss as to what to even do anymore here. It feels s though I'm being g ghosted and the lack of customer support and timely responses has me wanting to switch to a different shipping service completely. I understand a few days, but over a week is way too long to be waiting for answers, esp as a long time customer. 

[CaraAdmin]

Hello @Ktinamk188!

Thank you for your post in the community! The carrier team is currently experiencing a bit of a backlog, but I’ve checked on your tickets, and they’re in the queue to be addressed shortly. We truly appreciate your patience and understanding, and we recognize how frustrating this can be for our merchants. Rest assured, we’re working to resolve this as quickly as possible!

Have a wonderful rest of your day!

-Cara

[SSkeptic]

I feel you,  Ktinamk188.  I have submitted tickets that don't even show up in my support cases. This for a bug that's impacting my work. No option available to downgrade back to a working version of the module. I called 512.485.4282, and was instructed to click on Contact Us at the bottom of this page. 

Try it yourself. A 404 page with placeholder text.

Not a good look.

[CaraAdmin]

Hello, @SSkeptic!

We appreciate your patience with our longer response times this week as we work through tickets as quickly as possible. I wanted to let you know that I brought your issue to the development team, and they’ve implemented a fix.

We appreciate you always!

-Cara

[Ktinamk188]

THAT IS SO FRUSTRATING!!! I am sooooo frustrated with and for you.