response from support?

[CharlotteAndrews]

HI all,

Has anyone had to contact support lately? I had to try it for the first time this week. Not sure I did it right (just used "contact us" link), but I haven't heard back. I saw some old postings about this, but nothing recent. What's going on lately? Do they respond, or should I just trust they are looking into the problem I told them about? (it was an article bought for use that the customer posted as his own -- not the biggest deal, but still . . . )

I don't want to be too impatient, but I was wondering what experience others have had with anything similar.

Thanks!
Charlotte

[Antonia]

Well, I did email them recently about a different sort of issue and they got back to me right away. But in the past when I've emailed about rights violations, sometimes they've responded and sometimes they haven't. Sometimes I never got a response but when I checked the article in question had been corrected, so I assume they worked to resolve the problem but just didn't keep me posted. I'd give it a few days and assume they're working on it, then check your article on the client's site before emailing Support again.

[CharlotteAndrews]

thanks Antonia! I got a response today saying they will contact the customer to "educate" him more thoroughly about the different licenses.