SageTV Support ????

[Ian Davies]

Last weekend, my copy of Sage crashed so I submitted a support request and waited .... and waited .... and waited.

Since there was no response (or even an acknowledgement) after four days, I sent an e-mail to support@sagetv.com. Three more days have elapsed and I still have not had a response of any kind.

Come on guys, I am a paying customer of yours and deserve better than this.

Ian.

[Opus4]

That kind of delay usually means that either they never received your email or you never got their reply. Double check your spam folders to see if anything from SageTV is there. What email address of yours did you use?

- Andy

[Ian Davies]

There's nothing in my spam folder. Also, I used the web form in the first instance and then e-mail in the second so it seems like both methods have failed, unless there is a problem with them contacting me, but I have been having regular e-mails from other sources.

Hmm.

I'll PM you an alternative e-mail address and we'll take it from there.

Thanks,

Ian.

[Rob]

There is not a problem with your email. Sage is just too busy collecting peoples money to provide any support right now. Once they got your money they have no reason to care.

I've been waiting for two days just to get a copy of my server registration key and have heard nothing from them. My upgrade from v5 to v6 crapped out and now I've got a useless system until they can provide the key I bought and paid for. As I said in another tread, they need to change the email from support@sagetv.com to lackofsupport@sagetv.com.

[unkyjoe]

Rob,

Took me a couple of days to get my key resent to me.

I take it you didnt save your key somewhere safe either?

I don't see how this is Sage's fault, although I do agree they could be a little quicker with replies, they have always been more than helpful to me in the past.

Consider the time of year, I would give them a little more time, but I understand and empathize with your problem.

Ian, could you explain a bit more about your problem, maybe one of use could help figure this out while you are waiting on Sage support.

[Rob]

Originally Posted by unkyjoe

Rob,

Took me a couple of days to get my key resent to me.

I take it you didnt save your key somewhere safe either?

I don't see how this is Sage's fault, although I do agree they could be a little quicker with replies, they have always been more than helpful to me in the past.

Consider the time of year, I would give them a little more time, but I understand and empathize with your problem.

Ian, could you explain a bit more about your problem, maybe one of use could help figure this out while you are waiting on Sage support.

No it is not Sage's fault I cannot find my key; however, I would not need it if the upgrade had worked correctly and it is their fault that their customer support sucks. The R5000 people took less than two hours to fullfill the same request.

[Opus4]

Rob: I'll ask if they have received your request & whether a reply has been sent, just like I'm doing for Ian, but if there is a long line of emails in front of you & it wasn't your turn yet, you don't get special treatment just because you get annoyed in the forum.

- Andy

[Rob]

Originally Posted by Opus4

Rob: I'll ask if they have received your request & whether a reply has been sent, just like I'm doing for Ian, but if there is a long line of emails in front of you & it wasn't your turn yet, you don't get special treatment just because you get annoyed in the forum.

- Andy

Andy,

I certainly do not expect special treatment and I appreciate all the help you have provided me over the years here in the forums; however, I do expect to get to express my opinion (and that is all that it is) in the forum and in my opinion they should be able to turn around simple support requests quicker than this or at least acknowledge the request (and yes as you can tell, I'm annoyed).

[Opus4]

Originally Posted by Rob

I certainly do not expect special treatment and I appreciate all the help you have provided me over the years here in the forums; however, I do expect to get to express my opinion (and that is all that it is) in the forum and in my opinion they should be able to turn around simple support requests quicker than this or at least acknowledge the request (and yes as you can tell, I'm annoyed).

Fine; you've expressed your opinion publicly & it is still there, now stop trying to pollute other people's topics with your gripe. You've made your posts, now let other people get the help they ask for w/o your interruptions. Repeated postings of the same gripe will NOT get you a response any faster.

- Andy

[Rob]

Originally Posted by Opus4

Fine; you've expressed your opinion publicly & it is still there, now stop trying to pollute other people's topics with your gripe. You've made your posts, now let other people get the help they ask for w/o your interruptions. Repeated postings of the same gripe will NOT get you a response any faster.

- Andy

Fine, I believe I only posted in topics that were appropriate.

Please remove any of the posts that you think were not appropriate.

[Opus4]

Ian: For whatever reason, your request wasn't received; don't know why.

Rob: Your email was in the queue like everyone else, waiting its turn. You were still within the 72 response time

You should both be receiving an email from support.

A reminder: support requests do say that a response should arrive within 72 hours. If you don't receive anything after that time, please feel free to post and ask for help because sometimes an email doesn't go through either to SageTV or back to the person requesting help. But, also please realize that you aren't the only person contacting support, so if you haven't received a reply within that 72 hour timeframe, please allow support to help people in the order the requests came in.

- Andy