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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.

asked by Mike W. on 12/1/15

1 Answer
Thumbnail of user christianm55

I did some investigation on this particular case. A number of unfortunate events played together to result in an unusual long response time.
1. We just had a major software release the Friday before your inquiry, which led to a higher number of support requests that stacked up over the weekend. So our staff needed a bit longer to work through the whole queue.
2. Our internal support system ranks emails that haven't been responded to for a longer time up first in the list. But each email from you triggered a reset on our 24h alert system. Your message didn't get up the queue because you continuously sent emails every day. That's not your fault of course, it's a bug in our ticket system. I just want to describe the reasons of the delays and I'm sorry for the troubles it may have caused you.

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