Are customers not allowed to log in to support to update their tickets? This seems strange and i would think it must be a bug in the platform. When i try to "log in" to update a ticket my openbuilds password doesn't work. when i click reset password I get the "You are not authorised to access this portal. Kindly contact your helpdesk administrator." message. (BTW I copy pasted the message I got, I know how authorized is spelled, it's just misspelled on the message displayed) How does one update a support ticket? Further is support on vacation? Not that I have had to use it a ton, but the few times I have had to reach out to support as my order was shipped incorrectly, I have always had a reply back within 8 hours. Pushing close to 24 hours now with no reply. I have a 3 week old dead router and what is now akin to a $3,000 paperweight taking up half of my shop. I'd like to know if this router is going to be replaced under warranty, it ate 3 sets of brushes and burned its speed control circuit up.
I never got an e-mail when the tickets were created, may be a bug there. I did when my order was shipped with missing parts and i created a ticket for that, but when I selected warranty from the dropdown list, i never got a "ticket created" e-mail. I have since gotten a reply just a minute ago from support. Glad i'll be getting my money back, but now not sure what to do. If the RoutER 11is having bearing issues, i dont think that is the route to go for a replacement. Guess i'll hit the forum later and see what other options are out there.
Did you check your spam folder? Many email providers flag the emails as spam. I know Gmail does, or at least that has been my experience.
