Support response times
#1
Sad 
Hi,

Does anyone know how long it usually takes to get a response from support?

I opened a support ticket 10 days ago and I haven't received any response yet.
  Reply
#2
Well that's discouraging. I would have thought they were caught up from CNY backlog, but maybe not.
Cheers,
TRS-80

What is Free Software and why is it so important for society?

Protocols, not Platforms

For the most Linux-y experience on your Linux phone, try SXMO!

I am (nominally) the Armbian Maintainer for PineBook Pro (although severely lacking in time these days).
  Reply
#3
One month passed and I haven't even got an ack that they have received the ticket.

I already lost all hope that I will ever get a reply.
  Reply
#4
I sent a support email and never received a reply, either. I think I will try again, and maybe you should, too. I (still) don't think PINE64 are malicious (trying to rip anyone off), just busy and under-staffed.

I read in another thread someone having success filing a ticket via some third party website, but I am not even sure that was Pine's actual support site (could be a scam, or not).
Cheers,
TRS-80

What is Free Software and why is it so important for society?

Protocols, not Platforms

For the most Linux-y experience on your Linux phone, try SXMO!

I am (nominally) the Armbian Maintainer for PineBook Pro (although severely lacking in time these days).
  Reply
#5
(04-30-2022, 04:50 PM)TRS-80 Wrote: I read in another thread someone having success filing a ticket via some third party website, but I am not even sure that was Pine's actual support site (could be a scam, or not).

I guess you are referring to their Zoho site: https://desk.zoho.com/portal/pine64/home

It's linked at the bottom of pine64.org. There is where I opened my ticket.
  Reply
#6
Indeed. Eventually I found my way there as well. After filling out a ticket, I received a reply. This has all been since my last post, so we are talking a couple weeks at most (I actually received my first reply within a week, maybe even days IIRC).

Which was better than sending an email to the support (sales?) email. Where I never actually received a reply.

Maybe bump your ticket, if you haven't done so already.
Cheers,
TRS-80

What is Free Software and why is it so important for society?

Protocols, not Platforms

For the most Linux-y experience on your Linux phone, try SXMO!

I am (nominally) the Armbian Maintainer for PineBook Pro (although severely lacking in time these days).
  Reply


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