ChatandVision – terrible customer service, PLEASE ...

ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination. 
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex, 
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund. 
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund. 
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired. 
Look forward to hear from you soon. 
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE  preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

the webpage should be closed from google and microsoft.If skype is using that (offensive text removed) and not listening customers.....(offensive text removed)
Exactly the same situation with me......I  "bought" the skype phone over the skype webpage....
Skype should be responsible also for partners..........
Viktor from Bern
alexap wrote:
ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination. 
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex, 
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund. 
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund. 
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired. 
Look forward to hear from you soon. 
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE  preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

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    I strive to give people the power to have as much anonymity as they possibly can.

  • Terrible customer service and relations

    In January of this year my wife and I switched back to Verizon from StraightTalk.  I purchased the Droid Turbo and she purchased the IPhone.  Shortly after getting our new phones, I made the dumb mistake of laying my phone on the back of my truck and drove down the road.  When I realized what I had done, it was too late.  My phone had already fallen off and had been smashed.  I had not purchased the insurance for the phone so I knew I was going to have to foot the bill since we were on the Edge plan.  After confirming this with VZW, I paid the $635.99 on February 10, 2015 at Z Wireless in Everett, PA to buy out my contract.  I was then told that I would have to wait for the billing cycle to roll around, which was only a couple of days,  to get a new Turbo on the Edge plan.  I went back to the store once the bill posted to get my Turbo.  They tried to scan the phone but their screen would not let the transaction go through.  They then contacted VZW to see why.  I was then told that I had to wait 30 days because of policy.  I then went back to the store on March 10, 2015 to get my Turbo as instructed by VZW customer service.  After arriving at the store, we had the same problems as before. The store was told by VZW that it had to be a full 30 days and that I could get my Turbo on March 11, 2015.  So on March 11, I went back to the store, as instructed by VZW customer service, to get my Turbo.  Once again, the transaction would not go through.  The store contacted VZW to see what the problem was this time.  I was then told that VZW had not posted my payment until February 16, 2015 and that the 30 days did not start until then.  I paid the $635.99 on February 10, 2015 and it came out of my bank account on February 12, 2015.  I then personally contacted VZW to voice my displeasure and to see if there was anything that could be done.  After talking with several customer service representatives, it was obvious that I was now going to have to wait until March 16 to get my Turbo.  So on March 16, 2015, I contacted VZW before I made another trip to the store to get my phone.  The VZW customer service representative assured me that I was able to get my phone today.  I then made another trip to the store to finally get my phone.  Wrong!  After once again trying to scan my phone, the store manager had another message come up on her screen.  She then contacted VZW once again to see what the problem was.  I was now told that it could take up to 60 days to get my Turbo because there is something wrong with the VZW computer network.  Even though I am now supposedly eligible for the Edge, I still cannot get it because of a problem with the VZW computer system. So, as of 11:43 am on March 19, 2015 I am still without the Turbo.  I cannot for the life of me see how and why it takes this long to get a cell phone. I understand policy and procedures, but it is a cell phone, not some national security issue.  In all my conversations with the customer service at VZW, about all I can get is the standard " yes I will help you get this resolved" and then the " I am sorry, there is nothing we can do but we appreciate you choosing VZW".  I so very much regret leaving StraightTalk and choosing VZW.  I am tired of calling customer service and nobody knows when I can get the Turbo except it was 30 days and now its 60 days. After our contract is up, I can promise VZW will never see another penny of my money.  I know one customer is not going to break your company but I am very highly UNSATISFIED with the entire VZW company.  If there is anything that you can do to expedite or resolve this process I would very much appreciate it.  I hope that this does not fall on deaf ears or just get deleted.  I look forward to your response

    Wow, I can certainly understand why you would be so frustrated lastchancewithvzw. We want our Edge program to be an easy process to customers and I apologize you have not experienced that recently. I would like to clarify the buy out process with our Edge program. The 60 day time frame to enter a new Edge agreement is correct. The Edge buyout amount is shown on the bill the same day. However, they payment is not applied to the account after one bill cycle to ensure there the payment is not reversed or disputed. I apologize about the confusion caused.   Thank You, MichelleS_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

  • Terrible Customer Service / Inventory Issues

    I visited the Mentor, Ohio store this evening and am completely dissassified with the level of customer service provided by the sales staff and the store manager.  I arrived at the store at 8:30 PM looking to purchase a Nest Protect smoke detector - $99.00 item.  I asked several folks where they are located and they pointed me to different locations.  I found the aisle where the Nest devices are but was unable to locate the item I was looking for.  One of the sales associates looked in the system and said it shows 0, but maybe they are somewhere else. (If it says 0 how would they be somewhere else??)  I showed him their online page via my phone that says pickup is available TODAY at their location.  He said it must be wrong and again, maybe there is one somewhere else in the store.  Huh?  So - I went to customer service and found someone that was apparently a supervisor.  I explained my interaction with the sales assosciate and explained what I was looking for.  He did say sometimes the online page isn't in sync or inventory counts are off - BUT - they just did inventory on Sunday so they should be close.  He found the item I was looking for in the system and it shows they do have 4 (the other guy said 0).  He said he'd go track one down and he'd be right back.  10 minutes or so later the same clueless sales associate comes over and says his manager said he looked everywhere and can't find them.  Then he says maybe I want to look back by the hard drives near computers and a couple other random spots.  Ok - you want the CUSTOMER to go look around your store to find your misplaced inventory that was apparently there when you took inventory?  I said I'd wait for the manager to return.  Another 5 minutes goes by and some other random associate says yeah the manager can't find them.  She also explains that they always have inventory issues. 
    Where was the manager during all of this? Why couldn't HE come explain how he just misplaces inventory?
    How about offering to take my name and call if someone finds it?
    How about offering me something for standing around there for a half hour why they look around the store? Oh yeah - I guess I was supposed to be the one looking for it
    No appology... no nothing.. Just yep, our inventory sucks.  Really?!?  Is THAT how you want to do business? Is that C.U.S.T.O.M.E.R  Service?
    On my way home - I decided I'd call customer service.  I said I'd like to make a complaint about one of the stores.  They said one moment they'd transfer me.  I was transfered and picked up - he goes oh hmm let me see what department that would be.  He fumbles around for close to 5 minutes.. keeps saying ok just a second let me see here... then he goes ahh ok I found it and transfers me... I get music for about 10 seconds and....yep... the best thing ever... call drops.  How's THAT for customer service?
    BestBuy - you seriously need some lessons in how to treat customers.  Get it together.  I'll be shopping elsewhere in the meantime.  What. A. Joke.

    Hello EricMCSE76,
    Finding a great smoke and carbon monoxide detector is essential to adding safety and comfort to your home. Nest Protect is a wonderful choice! It is disconcerting to hear about your experience at our Mentor, OH store when you attempted to make your purchase.
    Via BestBuy.com, I see that both the wired and battery versions we carry both show as available for same day pick up. When checking our inventory systems for the Mentor, OH store, it appears that we should have both available at the store. This is discouraging to find, as it seems both our associates and a manager were unable to locate the products in our store.
    While this might not be your typical movie or computer that you would be able to easily locate the area of the store that it should be located in, our associates should be knowledgeable and helpful in locating such an item. I am truly sorry if this was not the experience you had when you visited our store in search of a Nest Protect smoke and carbon monoxide alarm.
    I am truly grateful for the time you have taken to share this experience with us on the forum! I hope that this experience hasn’t influenced your future shopping destination. If you should have any questions or need further assistance, please let me know.
    Regards, 
    Tasha|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Terrible Printer! Terrible Customer Service!

    I purchased a HP Photomsart printer not even 2 years ago, and now my printer is constantly failing to print black. I have changed, per HP's instruction, and wasted black ink cartridges, and manually cleaned the tray. However, whenever I call, all I hear "you're out of warrenty," and "what did you do to cause this problem?" Really? Why is this MY problem? Every customer servicer representative , who has been male, has talked to me like I'm an ignorant woman who can't work a printer. There is NO excuse for after only two years for my black ink to stop working and the print quality to be junk when my printer is not abused and used maybe 2 to 3 times a week, if that. Then to speak to me and blame me for the problem in such a disrepectful manner is completely unacceptable!
    I can promise that this will be the LAST HP product I will ever purchase! Tread lightly for those of you who continue to buy for them.

    Hi Sara108,
    Do you still have the printer? If you still have it, please check to see if you have completed all of the steps in the following document; Printer Does Not Print Black Ink or Color Ink, or Prints Blank Pages.
    Although I hope this resolves the issue, it might not. If the issue persists, please post back with your warranty status. Use the following link to check your warranty.
    If your printer is still in warranty, please call HP and explain the issue you are experiencing. The number to call HP is 1-800-474-6836 for Canada and US, or you can Contact HP Worldwide.
    If your printer is out of warranty, let me know and I will do my best to help. Thanks. I look forward to hearing from you.
    * Important >  Please also include your country/region in your next post. Thanks.
    Please click the Thumbs up icon below to thank me for responding.
    ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
    Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
    Sunshyn2005 - I work on behalf of HP

  • Terrible Customer Service Experiences and

    Things added to my order I knew nothing about.
    I spoke with someone last night., after being on hold for over 20 minutes. We decided to upgraded my modem.
    Today I see there is an appointment scheduled later this week for VOICE.
    I have not idea what this is,
    I was chatting with someone who  was useless, (tech) given to someone in  billing who disconnected me,  This is after an hour.
    I have tried to call but have no idea how to navigate the prompts. But did get thru to someone who had no clue.
    I chatted again with someone who then called me and transferred me to someone in billing (I guess they also extended my contract)    I could barely here him and I gave him the answers, but he said I was wrong.
    Well, little mr verizon, I have tried to cancel the appointment and you can blame Alex in FL for one for not doing his job.
    Solved!
    Go to Solution.

    tkr wrote:
    For the last 3 months, my DSL service has been intermittent or not working at all. I've reached out to Verizon customer service over and over and just recently received help. My issue was the DSL upload/download speed, it appears that my account had been tested and set to minimal speed instead of the 3GB I've been paying for, for years.  I'm dissappointed that Verizon didn't think it necessary to send a better modem and a technician until after 3 months of issues, while still accepting and expecting payment in full. I depend on my DSL service for work and my children depend on it for college. I'm a long time customer. I don't understand what Verizon is doing but this is not the way to treat loyal clients. My services have become indequate, wireless and DSL.  I'm very dissappointed.  And by the way, I'm also a Verizon Business client, so I expected better support and loyalty.
    Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up.  It might shown up as the final hop (bottom-most line of the trace)  might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
    For example this what I saw when I was using Verizon
        news.giganews.com
        traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
        1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
        2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
        3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
        4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
        5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
        6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms
    Step two: Can you provide the Transceiver Statistics from your modem?
    #3 If you don't know how to get that info:
    a) What is the brand and model of your modem?
    b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?
    #4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?
    If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

  • Terrible customer service in Austin Texas

    We got to the store when they opened at 10am. We walked by no less that 5 employees on our way to the laptop department. No one said good morning or even acknowledged we were customers. Once in the laptop department, we walked around and around the displays looking for one specific laptop. The sales person never acknowledged we were there either until WE approached him to ask where the heck the laptop we were looking for would be located. He didn't know which one we were referring to but said we don't have all of them on display. Long story short, he was a jerk. We asked 3 times for him to bring one from the back so we could see the box. In between grabbing his crotch and looking stupid, he finally went back to get one so we could read the box. . We walked out without the laptop. He wasn't interested in selling us anything. When you took away the commissions for your employees you took away their motivation and that is being said over and over in this forum. I've seen news reports on best buy and how poor sales are. Hmmm...customer service would be a good place to start. Just saying......

    Dear Kouponkk,
    Before I came to work for Best Buy corporate I worked as a Blue Shirt in Home Theater for many months. I prided myself on working for a company like Best Buy and my ability to provide customers with an experience they would brag about. I am very sorry if you did not receive the level of customer service you deserve.
    Our Blue Shirts have lots to do between their interactions with our customers; however, those duties should not be negatively impacting the customer experience. It pains me to hear that you had to continually request assistance while trying to make an educated decision on your new laptop. This is not at all how your visit should have transpired. When I was a manager in our stores, I always welcomed feedback from our customers. Good or bad, because we can learn valuable information from both types of feedback. I am confident the leadership will want to hear about the type of experience you had in their store.
    Please let me know which Austin, TX location you visited so I may pass along this information along.
    Warmly,
    JD|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Terrible Customer Service/Sales Reps

    I was always under the impression that Verizon had top notch sales reps and customer service. Oh how I was mistaken!
    I was recently called by my parents asking me to look at their Verizon bill because it was over $200 a month. Well when I took a look at it I saw that they were sold a 75 MB internet plan and 300+ channel TV plan, along with a (suprisingly!) reasonable phone plan. 75 MB for one laptop can only handle 54 Mbps (Wireless G)! I am a developer with a laptop that can handle 105 Mbps (Wireless N) and I only have the 15 MB plan. Also 300+ channels for someone who only asked for HGTV and Investigation Discovery, really? Because those channels are on your 225 channel plan. I lowered their Ineternet speeds to 15 MB, like my own, and lowered the channels down to 225, again like my own. That saved them a whopping $40. $40, really! The only difference between their plan and mine is that they have home phone and that they have a two year contract and I signed up with a no contract plan. So you're telling me that it costs $80 more a month to have a two year contract and home phone service. I couldn't believe it so I called customer service. When I call the customer service reps. they all tell me that there is nothing that they can do and to call the disconnect department because they can work with me more. So I call the disconnect department expressing my displeasure and letting them know that they are about to lose two customers they ask for the account number and about two minutes later I am told that my parents service has been disconnect and what is my account number. Ha! Some help they are. A great way to treat a customer that has been loyal to you for over five years and got me to sign up with you.
    So if that is the game you want to play, fine. I'll be more than happy to take my parents business and my business over to Comcast at the end of the billing cycle. My parents can barely afford to pay their medication. I'll be glad to switch them and myself over to Comcast. They may not let you cancel, but at least they do their damndest to work with you to keep you business—not just tell you that there is nothing they can do and that they cannot creidt your account for the unscruplous practices from sales reps (even though years prior you were able to credit their account for the bullcrap Internet Essentials package that a sales rep. sold them even though they had their own anti-virus software, which is much better than the crap that you offer, for onlu $20 a month).
    Buyers be ware, Verizon is only out to get your business—

    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
    Please keep all correspondence regarding your issue in the private support portal.

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