Is no replies for support ticket for 2 weeks normal?

[Dubrovsky]

Hello!
I made a support ticket (08731095) two weeks ago via Avast site, and there's not a single reply from support since then. Is it a normal situation?

[DavidR]

It certainly isn't normal.

Did you even get an automated reply (I guess you did otherwise I don't know how you would get the support ticket ID) ?

I will try and draw some attention to this topic and support ticket ID.

[Dubrovsky]

Thanks for the reply. No, I didn't get any e-mail notification about ticket receipt as well. Ticket number was shown on site after its confirmation. I just wrote it down immediately just in case :-).

[DavidR]

Thanks for the reply.

No, I didn't get any e-mail notification about ticket receipt as well. Ticket number was shown on site after its confirmation. I just wrote it down immediately just in case :-).

You're welcome.

OK, this is what I suspected.  Is there any chance that you made a typo in your email address when reporting the this ?

You might also try checking your spam folder local system and ISP (if using web based email) and see if it is there.

[Dubrovsky]

I checked spam folders regularly, surely it wasn't there. As for typo in e-mail address, I guess, there's always a small chance it might happen.
Is there a way to update ticket with valid address? It supposed to be the same as my e-mail for this forum account (I hope it's visible to moderators).

[bob3160]

I checked spam folders regularly, surely it wasn't there. As for typo in e-mail address, I guess, there's always a small chance it might happen.
Is there a way to update ticket with valid address? It supposed to be the same as my e-mail for this forum account (I hope it's visible to moderators).

I've reported this to Avast let's see if that helps.

[DavidR]

I checked spam folders regularly, surely it wasn't there. As for typo in e-mail address, I guess, there's always a small chance it might happen.
Is there a way to update ticket with valid address? It supposed to be the same as my e-mail for this forum account (I hope it's visible to moderators).

I believe there is a link back to your support ticket (in that email), you would need that or have bookmarked it if that was even possible.  If you could remember/access the support ticket I guess you could try and update it giving a new email in the content.  But as an Avast user I'm not familiar with the support ticket system other than the information I gather through these forums.

For the moment hopefully there will be a response from Avast in the topic, given two of us have reported it.

[bob3160]

Sorry David,
Didn't notice that you've already alerted Avast.  Guess a double whammy isn't going to hurt any.

[DavidR]

Sorry David,
Didn't notice that you've already alerted Avast.  Guess a double whammy isn't going to hurt any.

Well two weeks, two prods for assistance.

[Dubrovsky]

Thank you for your help guys.

Let's hope someone from support comes here and is able to help with updating that ticket with proper address and sending me their reply. Unfortunately, it seems there's no way for me to do that myself.

[BWhit]

Hi Dubrovsky,

I'm very sorry for the delay in responding to your support ticket.

I have made sure that the email address on your ticket (08731095) is correct, and that the ticket will be replied to as soon as possible by our Russian support team.

[Dubrovsky]

Thank you again for your help everyone. Problem is successfully resolved.

[DavidR]

No problem, glad to see you have a successful outcome.