Are emails with support not working?
I have responded on numerous occasions over the past weeks to provide information to support@bunnystudio.com but my emails do not seem to get attached to the thread in the VB system. Then I get a followup asking if I'm going to respond. It seems to work to send the information through a second help desk request but it seem crazy that support is not getting my emails. Have I been blocked somehow? Is the VB spam filter working overtime? This is crazy to have to do all this duplicate work.
Please sign in to leave a comment.
I replied to support via email yesterday and the day before and still no response. And no response here? Is anyone there? I have at least two separate issues open... Do I need to go through the regular help desk request process? I've reported the email issue there before but not response to that either.
Same here, something must be up, been 7 days with no response.
I've had to submit a second and third help desk request to send my responses in. I know that (unrelated to VB) i've had emails blocked from my own email service without my knowing (they never show up in my junk folder, etc.) and I had to create rules in my system to never send specific emails to spam. I'm wondering if emails get tagged in the VB system somehow and get blocked. It seemed to start for me after I sent a file attachment or a link a few months back.
I have also not received any response from an email I sent this past Thursday, I'm going to try again today..
I take pictures of the emails I've sent and attached them to help desk requests so they can see that I'm trying to communicate with them...
Just replying to update, nothing yet. It's been over a week.
Hi Barbara,
Thank you for reaching out to us!
I apologize for the lack of reply to your emails. Last week, we had a glitch where some of the emails we sent didn't arrive, and some of the emails we received didn't go into the proper thread and got scattered.
Besides that, we've also been facing a bug with the Paypal integration that's increased our incoming requests and delayed our response time significantly.
We apologize for the lateness in reply and assure you we're working hard to get our response time back to normal.
I will go over all of the emails you sent and get back to you on each request. I assure you you will receive a response by tomorrow at the latest.
We really appreciate your patience and understanding and thank you for bringing the issue up in such a comprehensive way.
Kind regards,
Marina.
Hi Nick and Wendy,
I believe you will see my response to Barbara's post, but I'd like to apologize to you both as well.
I make you the same promise as I made her, that I will go over all of the emails you've sent that were left unanswered and will get back to you by tomorrow at the latest.
Thank you so much for your patience and understanding.
Talk to you soon!
Best,
Marina.
Thank you for responding here Marina! ☺️
Thanks for the response, Marina. Just so you know, this issue has been recurring for several months now.