From lots of conversations with people who do support - the stuff that isn't answered promptly is usually a result of there being something they're trying to figure out (and/or someone with specific privileges to test something/verify something needs to be available.) They also, quite reasonably, prioritise time to stuff that clearly affects lots of users.
Bear in mind, too, that most of LJ's support is still volunteer, and that we just finished the end of a major holiday (and travel, for many people) weekend in the US, which probably hasn't helped response times.
I know it's frustrating - but if there is something weird going on, it's probably going to take them more than 21 hours to track down what's up if it's quirky. That'd be true at pretty much *any* tech company.
Yes, they should send a note saying "Gee, that's a weird problem: we're working on it." but for some reasons having to do with the LJ volunteer setup, that's somewhat tricky to do from the support-answer side of the equation. Normally they don't do that until something's been without comment for longer than a day or two.
If you want to try reuploading, would you lose anything if they tried fixing it? (i.e. is everything backed up somewhere else, too?) If so, why not try posting a comment in your report saying you're going to try reuploading, and then a comment on whether that solves the problem?
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timeasmymeasure
no subject
Date: 2005-11-29 07:22 pm (UTC)Bear in mind, too, that most of LJ's support is still volunteer, and that we just finished the end of a major holiday (and travel, for many people) weekend in the US, which probably hasn't helped response times.
I know it's frustrating - but if there is something weird going on, it's probably going to take them more than 21 hours to track down what's up if it's quirky. That'd be true at pretty much *any* tech company.
Yes, they should send a note saying "Gee, that's a weird problem: we're working on it." but for some reasons having to do with the LJ volunteer setup, that's somewhat tricky to do from the support-answer side of the equation. Normally they don't do that until something's been without comment for longer than a day or two.
If you want to try reuploading, would you lose anything if they tried fixing it? (i.e. is everything backed up somewhere else, too?) If so, why not try posting a comment in your report saying you're going to try reuploading, and then a comment on whether that solves the problem?