Steve - This sounds really weird. Let me look into this and see what might be happening. Has this been happening for several weeks, or has this just started? If this is recent, do you remember the day this started? (I'm just trying to get as much detail as possible to pinpoint what might be happening.) Just on the off…

...it just seems strange to me that you should have to call in your issues after submitting them online. ...Some people don't have the time to put in to sit on the phone with support, and I figured that is why they have online support. Your preaching to the choir. We didn't say we "liked" that process, but more that, until…

This is our process: 1) If the case is important, we create the case on line and then call into support. This allows us to create the case in our own verbage, then the call is to get the case in the support queue. 2) If the case is not important, we create the case on line and let it sit until we have an important case…

I became somewhat frustrated in another thread due to the lack of clarity in existing Enhancement Requests (ERs)....The root cause: Some/Many/Most (?) ERs are recorded in a very unclear manner. I agree. I have a fundamental problem with just understanding what is on the agenda for enhancements. Perhaps the issue may have…

My experience as both silver and Gold support customer. Phone: - Silver: Not so good, wait times up to 45 minutes. - Gold: A little better (15 - 30 minutes), but hardly worth the difference in cost. - In General: Use phone support only when I absolutely need to (new area where I don't know the way it works). If it's an…