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Help Desk ticket taking long time

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Ferrell
Ferrell Member ✭✭
in Community Topics

Is anybody experiencing long wait times getting repairs made or emails going either not answered or long time in being an answered.

I sent my Maestro in on 8/22/22 and one eport said it was on the bench being looked at and the next report said the Maestro repair station is down and had been relocated. No response to last 2 emails requesting status.

Thanks

Ferrell

N4FRL

Answers

  • Mike-VA3MW
    Mike-VA3MW Administrator, FlexRadio Employee, Community Manager, Super Elmer, Moderator admin
    Options

    Hi Ferrell

    The Hardware repair department has been a bit overloaded due to the influx received in the last 6 weeks, likely due to summer lightning storms. This has really extended the amount of time hardware is now in repair, unfortunately.

    They don't usually monitor specific case emails as it takes time away from actually working on the bench. We appreciate that this is not perfect and does leave you a bit in the dark. In a perfect world, we would have a person in an admin role to at least do a response at least. That is something FRS is considering for the future.

    What happens today is the next time you hear from them is when the item lands on a bench and someone starts to look into it.

    Thanks for your patience so far. Hopefully, it won't be too much longer.

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