Morning @RVconsultant @AnswerGroup can we please keep Order #2027925 on the radar.
Thanks in advance.
I notified staff.
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Hi, this is regarding access to Black Forum
Support Number: #24862
Could you please check?
I notified staff.
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Any update? 
When did you put in this support ticket?
Ticket is #24853
7 days since opening it.
The support has not been confirmed yet, so could you check it one more time?
Previous Week Thursday (Indian Timing)
Give it 5 business days. Including weekend, give it 7 days. Today is still Wednesday, my friend. So give it 1 or 2 more days.
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Sure!
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Thanks @RVconsultant .
Still, zero support response and no update on the custom. It has been a month at this point, and is frustrating to see.
PS: Reference - Support ticket no: #24452 Order no: 2027770
Have you requested for changes to this custom after you built it?
Yes, as I mentioned in “What happened to my support ticket?” - #732 by manfromearth123 , it was a change to a custom order after placing it. The request for the change and the confirmation from support that was fine, both were a month back.
I have said that I understood it was an extra-normal request and appreciated the accomodation already. Just for context, I’m not a fly-by-night customer or a “noisy” one. I have previously purchased pretty much all the store products and likely 25-30 customs at this point. This was my first actual request for a custom modification (IIRC). With new modules coming out such as the synergies, people make mistakes and miss potential options. I’d request to please refrain from placing subtle shaming on good customers for the odd requests (which I would have gracefully accepted with minor dissatisfaction if support had refused a month back).
What am I looking for concretely that will be helpful?
a. Any response on the support ticket. My tickets are just me respectfully asking “Hello, is there any update” every 5-6 days.
b. Any reasonable ETA on the support ticket. It’s been a month.
c. Ideally, just to get the custom order. If the vendor API is stuck, and that’s the reason for this block, please just let me know directly. If that’s resolved, then couldn’t the custom be cancelled and a modified one placed with the change approved a month back (instead of the trouble with the queues getting backlogged and things like that - being in tech, all my experience tells me this is feasible)?
Thank you and I hope you genuinely see my point of view and frustration.
@manfromearth123 - I do remember now. But previously I thought it was a new complaint which is why I asked whether or not a modification was done after building the custom.
There is no intent to shame. Only to inform.
Regarding the month long wait, the issue on one of the service providers did hit every custom order so you aren’t the only one affected.
Looking through every order and letting them know it will be late is a good suggestion. But it will itself affect support tickets that aren’t custom related and lead to more backlog in other areas of the service namely answering support tickets and other tasks performed by the support staff.
Again, there is no intent to make anyone feel bad about their desire to get their custom but am only here to address your frustration. It is a valid feeling but so is the reality on the other side of the fence where Saint and Fire are trying to get us our customs as early as possible.
Since you have already notified RVconsultant and given him the Support Ticket number, am sure he will notify the staff.
Just to relate to your issue, there has been two times when my own customs were late. It happens. I merely notify RVC and continue with my day. And hope for some presults to show from the custom I built.
So sit back and do not worry. You will get your custom, my friend.
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Thank you @Fire for the response (and for the original accommodation). Thank you @Lion for your responses (I know you’re stretching yourself empathetically in your forum ambassador duties) - I was looking for concrete support in this instance.
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Hello @RVconsultant @AnswerGroup ,
I placed an order for two customs on June 18th (#2027857 and #2027856) which changed status from ‘processing’ to ‘completed’ on June 28th, but didn’t receive any download links (checked SPAM folder).
Opened a ticket (#24863) right away but no response so far. I’d appreciate someone looking into it before the weekend since this seems to be just some minor hiccup with sending the email.
Thanks!
I don’t have access to support tickets. So if you are asking me, I have no information about your support ticket.
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