AmigaKit Support - not quick - is this normal?

[brownb2]

I sent back to Amiga Kit UK an ACA620 Rev 1 with RMA form they asked me to complete, for a replacement (not refund), which arrived with them on the 24th January. Since the initial customer service request to return it on the 16th I've had no response on the support ticket, or even mention it had arrived at their end (the package was special delivery so I know it's received but acknowledgement/next steps would have been nice).

I added a comment to the ticket for an update yesterday but still haven't heard back - how long should I expect to wait?

Benjamin

[brownb2]

That part defeats the purpose of a ticket system because I was expecting a timely but not immediate response but as "timely" has passed looks like I'll have to give them a ring.

As much as I like Amigakit I have had mixed things in regards to their ticket system. I found a quick phone call sorted things.

[brownb2]

I just want to stipulate this wasn't a complaint, I just wanted to know  where it was and some idea of how long it would take since it arrived at AmigaKit on the 24th (I was concerned as I hadn't seen a response within the 48 hours that somebody else had signed and run off with  the accelerator outside the building or something else nefarious!). As AmigaKit  mentioned and I found out on the blower the ACA is off on a jaunt to  Jens - hats off to the phone support.

Our ticket system does state on the webpage that responses can take up to 48 hrs. We have many Support queries on a daily basis and it can take many hours of our working day to respond to each one.  In addition, we also pack and despatch packages, repair Amigas, assemble Amiga systems and test/install hardware for customers, so our working day is busy as you can imagine.

As regards the new firmware on the ACA 620- this requires transporting to Germany in customer batches to be reflashed with the new firmware by the manufacturer.  It does not make economic sense to send a single card.

We have already sent one large batch before Christmas and received back.  We are preparing for the second batch.