See, but Support has only known that this is an issue that wasn't resolved by the server stuff for 21 hours (or whatever it is now.) It's unfair to blame them for a problem they didn't know about.
On the rest of it - yes, logically, it seems like it should only take 20 seconds. But because of the way the support system is set up, only a limited number of people can approve answers or comments (i.e. the stuff in response that gets sent back to you.)
Therefore, they tend to try and see what's up and have some time to work on it before sending back anything more than the auto-reply ("Hi, you've opened a question: we'll be working on it now, here's the link.") That way, too, they can ask questions of specific stuff.
This is a sort of weird quirk of the support database software and system, but there's really no good other way to manage lots of volunteers (some of whom, when learning, give really horrible answers) and have any kind of quality control. They've tried others, in the past.
![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
timeasmymeasure
no subject
Date: 2005-11-29 08:31 pm (UTC)On the rest of it - yes, logically, it seems like it should only take 20 seconds. But because of the way the support system is set up, only a limited number of people can approve answers or comments (i.e. the stuff in response that gets sent back to you.)
Therefore, they tend to try and see what's up and have some time to work on it before sending back anything more than the auto-reply ("Hi, you've opened a question: we'll be working on it now, here's the link.") That way, too, they can ask questions of specific stuff.
This is a sort of weird quirk of the support database software and system, but there's really no good other way to manage lots of volunteers (some of whom, when learning, give really horrible answers) and have any kind of quality control. They've tried others, in the past.