I sent an email requesting help on 11/14/2015 and a 2nd request on 11/17 and 3rd request on 11/18 and have as yet received NO RESPONSE and am blocked from using a paid subscription on one of my computers. What gives?

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I sent an email requesting help on 11/14/2015 and a 2nd request on 11/17 and 3rd request on 11/18 and have as yet received NO RESPONSE and am blocked from using a paid subscription on one of my computers. What gives?

asked by Mike W. on 11/18/15

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I continue to experience a lack of response to repeated emails to the Emsisoft "help" line and have been told here that the policy is to respond within 24 hours. That is not in my experience. Why does this forum seem to get response while the recommended way does not? Further, my original problem is still not corrected after a month. I have up until recently been totally supportive of your products and recommended them to my friends. I wonder if there are others that are having the same problem... and if not, perhaps I should invest in lottery tickets instead of your software as my odds would seem there to be much better! I continue to be given excuses and solutions that do not correct my problem. Is anyone there?
I was told here by Christian that Emsisoft responds no more than 24 hours to emails. I did not receive a response back from Christian to a posting above prior to the one today and only by some luck received one from Arthur ONE WEEK = 24 hours x 7 days. What is the problem? It did not used to be this way. I have treasured your product in the past because it came from a smaller company that I assume wanted to do good and avoid the lax customer service of the giants. If I am an isolated example, because it seems to be repeating recently, perhaps I should play the lottery as I have an example here then of wonderful odds.
I have sent 3 emails on 3 different days to helpdesk@emsisoft.com and gotten NO REPLIES! This is the same address that I have sent questions to for some years in the past and have always gotten replies. Has something changed? It was as recently as 3 weeks ago the I sent another such email on Online Armor and gotten a prompt reply. I have done nothing to change my email, so I reject the idea of "... general email receiving problem"! If the address has changed, kindly advise what the current correct email address is.

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Christian M. [Emsisoft Rep] · Answer 1 · 2015-11-19T10:12Z

Christian M. [Emsisoft Rep]

on 11/19/15

Mike, we're responding to all customer inquiries within no more than 24h. If you didn't receive our response this is most likely because you have a general email receiving problem. You might want to use our support forum at support.emsisoft.com instead to avoid email delivery issues.

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