Support wait - is this typical?

[dmistretta]

Hi,
I have had a support ticket open for quite some time with no response from them in quite a while. It was opened on the 4th. Their last response to me was on the 11th. Supposedly my ticket had been escalated to engineering but they seem to have dropped the ball.
'
Anyone have another way to contact them OTHER than updating my ticket.. which does no good.

[Motz]

What is your ticket number?

[dmistretta]

ZJN-954-98738

Thanks for your help.

[Motz]

I will be looking into it and get back to you asap.

[dmistretta]

Wow! thanks for getting involved. I've provided the requested info in the ticket.

[Motz]

No problem, I believe they are handling it now and you should have a response soon.

[Ryan]

I was told my ticket (#ZUP-238-10759) had been escalated to engineering as well. This was back in November.

I tried updating the ticket again a couple days ago with yet another diagnostic capture, but still no response.

This is extremely frustrating.

[Motz]

I will take a look at it ryan and forward it off to the guys. Sorry.

[Ryan]

Thank you for helping, Motz!

A little more background: The system is a custom build, with DVR functionality being a priority. I went to a local shop with a reputation as expert computer builders and they recommended the Ceton.

Immediately, I began having problems with lost tuners and horrible flickering on numerous channels. The technician at the shop corresponded with Ceton under ticket #ZFV-643-84494.

After a while, I could at least get a signal but still had the awful flickering problem. But then I began experiencing the tuner loss again, having to reboot and run through the entire setup process every single time. I opened my own support ticket and sent several diagnostics.

Unfortunately, by this point a rather serious illness made further effort very difficult and I was no longer getting any response from Ceton. Fast forward to last week when I felt well enough to watch "The Sopranos" on HBO, and after about fifteen minutes the picture froze and the tuners were lost. A couple days later, I try again and have the same problem. Basic channels seem to work, but premium channels tend to lock up.

P.S. I finally solved the flickering problem myself by disabling "adaptive contrast enhancement" in the Intel Graphics control panel. Maybe that will help someone else having the same problem?

[Ryan]

STILL absolutely no response from Ceton support. I don't know what else to do. I have spent SO many hours trying to get this issue resolved and have reached the limit of time and energy I can put into it.

[Joshc]

Ryan, it looks like we sent you a reply back in November but we never received a response. It might have ended up in your spam folder, we just sent you another message so let me know if you get it. Check your spam folder as well.

[Ryan]

Thank you for the reply, Joshc.

I'm pretty sure I never got that message in November. Ceton's previous replies got through with no problem, but I kept checking my spam folder anyway. However, I did just receive a new message so I will follow up with that.

Thanks again!