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xyzzy · 1 Dec 2021, 05:13 AM

FWIW, looking back at my most recent ticket (bug in the iPhone FM app*) I reported it on 11/17, it was updated as "escalated" on the 18'th, and finally updated again on the 21'st stating bug was found and will be fixed on the next update of the app. Of course now it's the 30'th and the app has still not been updated but that may be because there was a workaround so there's really no real rush to update the app.

My general experience is that they are fairly quick (day or two) in acknowledging the ticket but after that not to expect a quick followup if the level 1 needs to escalate. Maybe it depends on which level 1 person you get. I always see the same 2 or 3 level 1 guys fielding my tickets. Or maybe that's all they have for these!

* Bug was you couldn't use Photos app to push a photo into the FM app as a draft attachment. Workaround was you could use the FM draft attach to pull a photo from the photos library.

1 Dec 2021, 05:13 AM	#6
xyzzy Essential Contributor Join Date: May 2018 Posts: 475	FWIW, looking back at my most recent ticket (bug in the iPhone FM app) I reported it on 11/17, it was updated as "escalated" on the 18'th, and finally updated again on the 21'st stating bug was found and will be fixed on the next update of the app. Of course now it's the 30'th and the app has still not been updated but that may be because there was a workaround so there's really no real rush to update the app. My general* experience is that they are fairly quick (day or two) in acknowledging the ticket but after that not to expect a quick followup if the level 1 needs to escalate. Maybe it depends on which level 1 person you get. I always see the same 2 or 3 level 1 guys fielding my tickets. Or maybe that's all they have for these! * Bug was you couldn't use Photos app to push a photo into the FM app as a draft attachment. Workaround was you could use the FM draft attach to pull a photo from the photos library.