Four weeks to solve a problem?10526
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Maxdemartino private msg quote post Address this user | |
| Hi everyone. I shoot a tour on Monday and uploaded right after finished. The day after I found two alignment issue and opened a ticket. Today I received an email from Claire of Matterport support, that (very kindly) tell me that there are 4 weeks of backlog to solve it. I should have the tour ready today, because on Saturday my customer need to show it on an 80” monitor at an international fair. In the past, Dee was able to solve it in a few hours. Is it possible that I need to wait FOUR WEEKS? I will loose 4K€ and possibly I will have to pay a forfait. Is this the service that a company as Matterport think to give to his customers? | ||
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3SixtyNow private msg quote post Address this user | |
| @Maxdemartino I have the same issue. I was told it's going to be 4 weeks to fix some misalignments on one I uploaded last week as well. It took leaving a message with them to even get that response! I don't have 4 weeks!! They need to hire and train more support staff. | ||
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Brooklyn, NY |
Oboldyrev private msg quote post Address this user | |
| Max, unfortunately it is the case across the board. Matterport is backlogged with support tickets and some of them, namely misalignment issues, they are not really good at resolving. With Dee's departure we just have to deal with what we have. I have had an issue with alignment and after 4 different option re-uploads per MP request, I was suggested to remove a decent quantity of scans and re-scan. Which is not at all a good solution. Unfortunately, that is what we have and we have to take it as it comes. | ||
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 WGANStandard Member Cayman Islands |
Harrycayman private msg quote post Address this user | |
| hi any body know where Dee went? |
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Brooklyn, NY |
Oboldyrev private msg quote post Address this user | |
| Cubicaza | ||
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Istanbul, Turkey |
alirizacil private msg quote post Address this user | |
| Hi, I am waiting more than 8 weeks to solve one of my problems. And still dont know whem it will be solved  My customer has already left me |
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