VSL support: how long should I wait for a response?

[rrichard63]

How long does it usually take for VSL's support staff to reply to new support requests?

I wrote to support@vsl.co.at on February 26 -- two weeks ago today -- describing a recurring program crash and attaching a crash dump. I received an automated response with a ticket number immediately. One week ago, on March 5, I followed up with a reminder email saying I was eager to provide whatever additional information might be needed about my hardware and software.

I have heard nothing since the automated response email on February 26. If this is normal, so be it. I'd rather have the problem solved promptly, of course, but I can wait if necessary. On the other hand, I think it would be good customer service to let customers know when they should expect a reply -- especially when there is a backlog and it's going to take time.

[bbelius]

Hi,

in my experience they answer within 2-3 days, mostly sooner.
I think you did not get such a quick response because your problem is not that easy / quick to fix / find a solution.

If the problem is disturbing you in your current work, I would post the details here in the forum. Maybe a member had similar problems and found a solution.

Best, Ben

[Paul]

Hi Bob, 

We are doing our best to reply within 24 hours. 
Which case number is that (you have received that info in the automatic reply mail)?

Best, 
Paul

[rrichard63]

@Paul said:

Which case number is that (you have received that info in the automatic reply mail)?

It's Case 294466. Thank you.