Lag in responses to flagged projects?
Is anyone else seeing a lag in response time to flagged projects? On Friday, I was out of office and received a booking despite my out of office being turned on. I was able to get the project voiced, but this was a synced project, so I needed a little extra time to get the job done. My plan was to edit during a layover. I flagged the project, asking Voicebunny if they could please advise the client that it would take a bit for me to complete the project but I could deliver well within 24-hours. I never heard back. I received the usual automated reminders about the project and responded to all of them without a reply from support. Luckily, I was able to complete the project prior to it timing out and it passed QC. It wasn't until Sunday evening, that I finally heard back from a Senior support specialist.
Today, I have a client that wants one revised line delivered separately from the rest of the project. Since the platform doesn't allow us to add separate segments, I flagged the project. In the past, a support person has allowed me to send the file directly to them and they've passed it along to the client. That was early this morning and I still have not heard back from support.
I wondering if there is an issue with the flagging/ticketing system because usually the support team responds within a few hours.
Is anyone else seeing a lack of response to raised flags?
Best,
Brad.
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Hi Brad,
Thank you for reaching out to us!
We're sorry to hear you've been facing problems with the projects you received lately. We were not aware of the issues you presented.
Could you please forward us the projects' links/IDs so that we can review them to figure out what happened?
Looking forward to hearing from you!
Best regards,
Marina Russo.