Closing off of discussion on support

[Melanie]

Please do not close off discussions on support, without emailing me first to inquire whether the problem has been resolved. I am a paying customer, and do not often spend my time in front of my computer . I was on vacation and came back to all my threads closed. I do not appreciate that someone has taken the liberty to close off these support discussions.

Until I CONFIRM that this has been resolved, do not close off discussions.
I am the paying customer, and that is not satisfactory customer service.

Thank you.

Regards,
Mela

[Geoff]

Hello Melanie,

My name is Geoff and I head up support here at Modern Tribe and wanted to reach out to you directly.

I am so sorry your threads have been closed. I can absolutely see how off-putting it would be to come back from a long vacation and see that a conversation has been cut off. That’s certainly not the kind of impression we want to give and I’m really bummed to see that’s how it was taken in this case.

Our forums are pretty active and, as such, we try to keep them as orderly as possible. One of our tactics for this has been our system automatically closing threads that have been inactive for more than two weeks. This has really helped our team be able to manage active conversations and ensure timely replies.

At the same time, I realize that two weeks may not be the best fit for all situations and it’s clear it wasn’t the best fit for you and for that, I’m sorry.

I have opened a ticket for us to correct this in the future by doing two things:

• Increasing the closing period from two weeks to four
• Adding a follow-up reminder to the customer after two weeks of inactivity

Hopefully this will be a much better approach and I appreciate you sharing your feedback here so we could thoughtfully consider it. In the meantime, please know that we are really looking forward to helping you out. I see your newly opened threads in the forums and we’ll see you over there.

Thanks so much for reaching out and sharing.

Geoff

[Geoff]

Hi Melanie,

Just checking in — did you have any other questions here about the way threads are closed here in the forums? Until we have those new features in place, I wanted to follow-up with you directly to make sure all was good before closing this thread.

Thanks,
Geoff

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Author]

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