seren

I'm not new (quite old in fact!) but can't find anywhere else to ask about this problem.

On february 4 I sent in a support ticket to cancel some of the plans on my account. The reason I didn't send in a form in the first instance is that your forms just don't work. Not for me anyway. I've twice sent in cancellation forms which were never received by Surpass, so had to send in support tickets. Just before Christmas I tried sending in a change of domain form. I sent it via IE8 and again via Firefox, but neither were ever received.

So I sent in a ticket. I was asked to send in a form and told that no one else had ever reported having problems with the things. Fair enough, but I have had problems. I sent in a form on february 4 (support tickets are usually answered very quickly!). It's now february 7 and I haven't heard anything back about the form.

My ticket number was YDB-346659. And please, will someone take my word for it in future. I cannot use your forms, they don't work for me. I've tried several times. They may work for every other customer you have, but not for me. So telling me to send a form in is useless.

Thank you.

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serennau.co.uk SH103 fanatique.co.uk SH106 stormy-weather.net SH106 mondays-child.co.uk SH108 peroriaeth.co.uk SH119 estrones.com PASS67

Greg

Hello,

When you submit the cancellation form, do you get the completion notice? The page should show up the following message:


Thank you, a staff member will assist you via e-mail shortly


I am able to verify that the form does in fact work, however I am not sure why it does not for you. I will notify our developer to take a look into this. As far as the tickets, are you successfully receiving our replies? Do you have any issues with sending replies back to us? Do you have any problems sending/receiving replies when you log directly into the help desk?

I will note the ticket of this post and have our accounting department further assist you.

Thanks,

__________________
-Greg
Transfers Committee

seren

Yes, I do get the completion message. That's what gets me. But when I've sent in a ticket, because I haven't heard back from a form, the support person says the form was never received. I've tried IE7, IE8, Firefox and Seamonkey and I get the same result.

I don't have any problems with support tickets, either getting replies or sending replies.

I was using windows xp before but now I'm using windows 7 and it still happens. My isp is BT is that means anything. Thanks for your help.

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serennau.co.uk SH103 fanatique.co.uk SH106 stormy-weather.net SH106 mondays-child.co.uk SH108 peroriaeth.co.uk SH119 estrones.com PASS67

Greg

Hello,

I'm not too sure what it could be. I highly doubt the OS your using would cause any issue. I was able to submit it using Firefox and IE8. Our lead developer will be in tomorrow and I'll speak to him to see if he's got any ideas.

__________________
-Greg
Transfers Committee

seren

Thank you! I've just received an email from accounts and my plans have been cancelled. Thanks for that too!

__________________
serennau.co.uk SH103 fanatique.co.uk SH106 stormy-weather.net SH106 mondays-child.co.uk SH108 peroriaeth.co.uk SH119 estrones.com PASS67