New Customer unhappy with support

I purchased vbseo on Monday and needed a redirect for my old rewrites so I opened a support ticket “8073-TYDN-7406 --- 3e4f5af4” a few hours later I got an email asking for more info so I replied within a few minutes.
Yesterday I sent another email to see if there is any problem, still no reply so I sent a pm to Joe who replied a few hours later asking for the support ticket number, I sent the info a few minutes later, I am still waiting, it’s now Wednesday.

What’s happened to support? Is this normal? Did support fall of a cliff and the same with Joe when he went looking for them?

Originally Posted by Mert Gökçeimam

never posted back to your ticket.

Are you saying you don't respond to email replies?

OK, thanks for that info Mert.

Hi Steven,

I sent staff to your ticket. However, if you sent us an email response, DeskPro should have updated your ticket.

We'll check this to find out, as this may be impacting other users as well. I have received a few unexpected complaints lately about slow support. This is a very unexpected occurence, so I suspect this may be the issue.

I apologize for the inconvenience.

Please login directly to your ticket until we can verify that the system is working.

Originally Posted by Joe Ward

if you sent us an email response, DeskPro should have updated your ticket.

I thought that was how it should work.
There’s something amiss with the support site, it’s very slow to load and clicking to "Allow Blocked Content" doesn’t work in IE7

Originally Posted by Joe Ward

Please login directly to your ticket until we can verify that the system is working.

I updated the ticket on the site about three hours ago, still no reply.

Hi Steven,

We are having significant issues with DeskPro's email support feature. I believe this was the source of the problem. We are working to fix it.

Apologies for the major inconvenience.

Hi Joe,

No problem, I'd just like to say that while I've been replying via deskpro, support has been fast and excellent.

I'm very glad Steven. In fact, that is what I'm using to hearing about the team. However, when we started to get several complaints about not replying recently, that is what allowed us to figure out their was a major problem with the email feature.

Thanks so much for being patient with us while we get this fixed!

Apologies to all other customers who have also been affected by the system bug.