Service Description: http://prntscr.com/pp9u1x
First thing I saw was "up to 10 mins" which is smart on their part, but obviously very misleading, and a snake oil tactic if you get 10 seconds instead of 10 minutes (it's probably a copy/pasted description from their devs.). What status is your account with them?
Tickets: http://prntscr.com/pp9uaf,http://prntscr.com/pp9umv,http://prntscr.com/pp9v2o,http://prntscr.com/pp9vb5
When requesting for help, it's best to leave emotion & anger behind, while being patient.
Here's an example:
- no aggression, it's bad for us all, if they had it their way they wouldn't have a support team and every order would be automatic.
- allow 12-24 hours in between responses to allow them enough time to actually handle the issue. It's not as easy as "on/off=start". Even when major updates / delays happen, usually it takes up to 72 hours for the devs. To get things under control
- i can see on the 26th some girl said: "please clarify the issue"
So what I would do is say again:
"Your description states '10 minutes' and I got '10 seconds' , I wouldn't mind if it was atleast 5-7 minutes retention, or worst comes to worst 2-5 minutes retention. But I didn't even get 1 minute. I got less than 10% of 1 minute. 1% of the estimation. 10 seconds. Here's my screenshot: ××××
I want to stay with your panel, but I atleast need what I paid for. Can you set it to partial at a %?
Please ask management and get back to me, this is a big order. I placed my trust in you."
- stop threatening disputes. It's like running into Walmart yelling "IM STEALING. IM STEALING. EVERYBODY WATCH ME STEAL. THESE SHOES WERE SIZE 10 NOT 11. FALSE ADVERTISING."
(not really, but you get the point lmao)
The big panels like you mentioned have been scammed, so I'm sure most don't want to do the scamming. Just re explain yourself with patience, and drop offers like "cancel, partial, replace," offer a solution, rather than another problem. And request management to step in, every company has a management structure, whether it's the same guy with a new attitude or a new person, it could help. IMO