slow response from tech support

[sonone]

I have been trying to fix a problem related to ffmpeg for the past several days. We get only 1 or 2 responses a day on our ticket (about every 4 - 6 hours) which is at level 3 right now. They have not responded in over 7 hours on my last reply on the open ticket. So I created another ticket to ask what is going on, and it has yet to be answered. That was 3 hours ago!

The problem with ffmpeg is not allowing content to be uploaded. We are a video sharing site and if folks can't share (i.e. upload) new videos then we are in trouble.

We've been with jpc for about 5 years and never had this lack of response before. Just extremely frustrated and don't know if this is what we can now expect.

[JPC-Sabrina]

Hi Sonone,

We apologize for the slow response from our technical support dept. I understand your frustration. Will you please post a ticket # here? I will look into this and see if I can find out where you stand on getting some assistance.

[sonone]

Hi Sonone,

We apologize for the slow response from our technical support dept. I understand your frustration. Will you please post a ticket # here? I will look into this and see if I can find out where you stand on getting some assistance.

Ticket #13482567

Any help you can provide would be appreciated Sabrina.

[JPC-Sabrina]

I have looked at your ticket and it is proceeding through the support queue. Apparently, it needs some additional expertise. A level 3 technical support agent should be looking into the matter. Again, we apologize for the delay.

[sonone]

I have looked at your ticket and it is proceeding through the support queue. Apparently, it needs some additional expertise. A level 3 technical support agent should be looking into the matter. Again, we apologize for the delay.

Just hit 10 hours. Doesn't appear to be proceeding anywhere to me.

[JPC-Les]

I'll get someone to get an update on that ticket asap.