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================================================================================
Important Update on
Customer Support Tickets!
Hi everyone, Larry here. You haven't heard from me in a while as I work a regular
day job and usually only do the behind the scenes technical/web stuff for StopAndScrap.
As you may know, while Maria has been extremely busy packing and shipping orders,
we had a problem with our Support Ticket Service causing her to miss a significant
number of support requests. Upon realizing this she spent time last week following
up with a number of people who had not yet been taken care of. She has not been
able to complete them all in that time, and in addition we've realized that a number
of support tickets submitted by customers were not even processed by the system.
We only know this because we have since heard from these customers about not answering
them. I would like everybody to know that we do not consider this to be acceptable
and I am stepping in to help Maria by addressing these problems. First, we are discontinuing
this support ticket service. It was supposed to make things easier and has certainly
done the opposite. Customer Support will go back to email, the way we've always
done it in the past. Second, although we believe Maria has helped the vast majority
of people who were missed we are sure that there are a few left who she either hasn't
gotten to yet or were not processed by the system. For anybody who sent a ticket
in May and has not received a response, please email me personally at Larry@StopAndScrap.com
[mailto:larry@stopandscrap.com]. For any new inquiries going forward, please email
Support@StopAndScrap.com [mailto:support@stopandscrap.com] and we will handle them
as emails from now on, not using the support ticket service we had signed up for.
Finally, if you absolutely need to you can call our voice mail at 631-371-4824.
The voice mail should be for emergencies only, though, because it will naturally
take me longer to listen and respond to phone calls than emails. If you do call,
please leave your email address for a response. We sincerely apologize for anybody
who was not responded to yet, but we assure you that we are here to help. Thank
you for your patience! Larry
================================================================================
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