Some of our customers have been waiting a long time to have their tickets responded to, and this is never any good! We try hard to have a reasonable turn around when it comes to tickets, but the last database outage caused sent the numbers of people waiting into the stratosphere!

Our Customer Service Representatives are working in shifts around the clock to address each ticket in the order it was received. They have made incredible headway against the significant backlog, but many people are still waiting. Traditionally we have about 30-5 support tickets in the system at a time and we handle those as they roll in, but that number shot to over 3,000!

I know it can be very frustrating, but I assure you that regardless what your issue is, our CSR team will be ringing your doorbell with a smile (and likely an apology for the wait!) Please note that quality of care is important to us, and each ticket is being handed with personal, direct communication and attention. Each one of you will receive the same.

If you have a ticket in the system, please check on it to see if a CSR has responded. Sometimes they need more information. If your ticket has what appears to be a blank line next to a new CSR's name, don't be alarmed- that's not a disregard of your ticket, that means that the ticket has been assigned to the appropriate department for handling. It will say "Assigned" on the right hand side. Some people get upset when they see this thinking that it means we responded with a blank line, but that isn't the case.

If, in some circumstances, you have solved your own issue (i.e. that Meeroo you thought was lost was hiding in a thicket of grass!) you can close your own ticket. Many times we respond to a ticket that the user has resolved themselves. By closing your own ticket, when appropriate, you can save our CSR's tremendous amounts of time to address those still in need.

You can also update the information for your ticket if you choose to. The more information they have the better they can serve you. If a CSR has left a note for you on your active ticket, when you respond to your ticket, it will immediately be addressed to the assigned CSR with priority.

We're almost through this storm! Thank you all so much for your patience.