Carol Ann: 200803261005192 - status of ticket. Going on 3 weeks with same problem.
You are now speaking with Bob of Customer Service.
Bob: Welcome to BitDefender LiveAssistance!, Carol Ann! Thank you for your interest in our security solution BitDefender.
Carol Ann: 200803261005192 - status of ticket. Going on 3 weeks with same problem.
Carol Ann: Havne't heard back since 3/31/08 that's six days ago.
Bob: Please allow me a few moments to verify your ticket.
Bob: Your ticket has been escalated to one of our Tier 2 technical support engineers, that is why the analysis of the situation is taking a little bit longer. I will make a note on that ticket and set it to high priority status.
Carol Ann: I don't understand
Carol Ann: What is Tier 2 and why doesn't it already have a high priority status
Bob: It is a position, higher than that of the people with which you had e-mail contact so far. Our engineer will reply to your e-mail when he will arrive to work tommorow morning (Monday).
Carol Ann: ok, why is it taking three weeks to resolve this? Also, your site was down practically all of yesterday.
Bob: Yes, we are currently relocating our headquarters along with the servers, it is still down for most of our customers .
Carol Ann: I see.
Carol Ann: Does that mean the engineers had to move also?
Bob: Well, i couldn't provide an exact answer regarding why this is taking so long, from what i have seen in the ticket, the issue should have been resolved by the steps sent to you so far, but it did not work that is why the ticket is attributed to a Tier 2 engineer, for further investigation and analysis of the situation.
Bob: We will all move, for now the hardware part is being moved.
Carol Ann: Ok, that answers most of my questions. Thank you.
