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As it happens, I have 4-5 Support requests in via email. They're on various topics -- Fabric identifies as Digital Download, Authenticating without Cell, Products where customers shouldn't be able to Edit This Design are able to do so, and I can't remember what else right now.
In every case, the Service Rep has responded with either "we need more info" or "it's taking longer than expected." I have no idea what they're talking about. I suppose customers are writing in with one request, but when it's a designer, we're all over the place and could well be a customer too.
This morning a lovely person said "we need more information," and I sent "which request?," and I got "it's taking longer than expected." Well, heck yeah, it's taking longer -- because all we're doing is trading emails. 😅
Please include our original request in the response or at least give us some clue of topic in the initial response. Then we can use the case number in the email (never the subject line; that always changes) to identify the topic.
Thank you.
