3941923 Newbie

Hi Chris, Someone from EURO support will contact you tonight. I think this is in regarding defect: 168409 - Applying a Gift Certificate Code when using Paypal as the payment method throws 'Payment Information is Incomplete' during checkout. There was an update on the defect on Feb 1st, 2011, which might be a viable work…

Our system is back up and operational at 5:16pm EST or 2:16 PST. Once again, our apologies for the service interuption, and thank you for your patience. James D, NetSuite Mgr of Support

We are switching to our back up phone system, we should be up in the next 15 minutes. We apologize for any delays. James Dantow, Mgr of Support

After completion of testing, our Telephone Support lines are now back up and running. Again, we apologize for this short delay in service. Kind Regards - James Dantow, Mgr of Support

Hi Folks, We wil post the enhancement/number and the relevant absract tomorrow. An enhancement should have been attached to the case form. Kind Regards, James Dantow - Mgr of Support

Hi Folks, This is enhancement 91736 >Transactions>ability to have a separate default customer / contact email addresses for sales orders and invoices and cash sales. We have updated the original case. Kind Regards - James Dantow

Hi Leo, Please submit a case online with the details. I will flag on our leads in support to follow up with you on Monday/Tuesday (I beleive there is a US holiday next Monday) and follow up. Kind Regards - James Dantow, NetSuite Support

Steve, SuiteAnswers seem to be working fine, with no other customer feedback items to indicate otherwise. A support rep will be emailing shortly to followup and request some details if problem is still occurring. James

Hi Bob, If you go into SuiteAnswers, and you look for the following article: "Capture the IP Address of the Customer from the Webstore". The sample scripts provided should be able to be used in an online form much like a webstore. Here is the URL (please note you need to be in SuiteAnswers first if you cut and past this):…

Hi Bob, I will have someone from support contact you tomorrow regarding case1349998. Sorry the suggestion did not work out. Kind Regards - James Dantow, NetSuite Support

JKLINE, We will be pulling out from our phone switch data about this call, and we will follow up with in 24 hours. We have some pretty strict policies on hold time, etc and what you have described is not what our service targets are. Although we are very busy with the final stages of the 2007.0 release, this type of errors…

In Support we previously had the APP working on a Sony 990i, and last week we tested on the new Nokia N95. If anyone is looking for an Apple alternative, the Nokia N95 worked very well over a WIFI and a phone based connection. James Dantow - Manager of Support

Nick, we apologize that the TSR looking after this case did not look deeper into the missing number (at first hand it was an alignment issue). Both cases 551559 and cases 586387 were submitted online. Some of the challenges we have in dealing with online cases is that rep does not have all if information in front of them.…

Hi Staci, I know you ahve been working with one of senior REP's on this. The reason why you have not heard back from her this AM, as she works a lter shift. I have asked another one of our COGS's SME's to contact you this afternoon. Kind Regards - James Dantow, Mgr of Support

The NetSuite Global support team does work in tandem with NR support. If there is a case that is a defect, then that case can be escalated by NR to NetSuite Support, regardless of Support type, where it will be scrubbed. The objective is to ensure all customers are getting help with any defects they may possibly encounter.…

A technical support representative will contact you the next business day by phone to help you out on this. We will access your contact info via our system. Regards - James Dantow, NetSuite Support

For those customers with paid support services we do answer all cases submitted online, however in the recent past we have taken longer to respond. We tend to receive high online case volumes during releases as well over weekends. This is an area as with phone service levels we are looking to improve on based on increased…

Hi Derrek, The support rep looking after your case has requested some info from you. Once we get this, we can better work with in isolating whats going on: "You mentioned in your email that you have already deleted the blank data from sample Cases XXXX and XXXX. It is important that we track cases where the blank messages…

Hi Lori, I am going to have someone in our technical support team contact you regarding this question. Kind Regards - James Dantow, NetSuite SUpport

Hi Roderic, I have emailed one of Sales Managers, to have someone contact first thing on Monday morning. I also see you have logged a case, which I will escalate to them. Kind Regards - James Dantow, NetSuite Support

Jon, This is a good question. Historically, we have closed cases after sending a response to a customer. At the end of each case, we ended with the following message, “To reply to this message either click reply in your e-mail application or click here to access the Case through the online case form”. When customers…

Hi Ray, Case 555495 is an online case filed on the 3rd. You are correct, it is overdue. We are getting caught up in our online cases through additonal staffing and internal programs. We did have a holiday weekend, resulting in some higher volumes ovver that period. I apologize, and will ensure the case is opened today.…

Those are customers/accounts with no support contracts associated with them. We typically don't reply to the cases if they are questions, but we do scan these buckets daily looking for cases that are problems marked as urgent (as they might be an issue). If we find one, we will support them through the entire case cycle.…

Hi Laura, Someone from NetSuite support will contact you on Monday and find out more what is happening. Kind Regards - James Dantow, NetSuite Support

Hi Kevin, There were intermittent delays and some disruptions in service which affected some shopping service. This disruption counts as downtime against our Production Service Level Commitment for companies using the ecommerce functionality (http://www.netsuite.com/SLC). Integration, scheduled processing, and system…

Hi Tim, I have asked your account manager to follow up with you regarding your inquiry. Please refer to case: 1178944. Kind Regards James, NetSuite Support

Hi Chris, We received in Support a similar case earlier today. I will have a support rep contact you today to follow up. One quick question: Have you added any custom scripts to your website in the past few days? Kind Regards - James Dantow, NetSuite Support

Hi James, Someone from NetSuite support e-commerce team will be contacting you shortly. The rep has been trying to repro your situation, and we have been trying to reach over the last few days. I ahve asked the Team Lead of the group to work with the rep in question, to making sure we get this handled as quickly and as…

Hi Paul, I am going to have our Team Lead for the EURO support shift contact you. This is a new area of the product, and we will ensure we get you in front of the right SME. I apologize for any delays you may ahve had. Kind Regards, James Dantow, Mgr of Support

Lam, The case is being opened. Someone from the integration support team may also be contacting you in the AM if they have any additional questions. James Dantow, Mgr of Support