"Please know that due to the overwhelming impact of the COVID-19 pandemic, our response time has been significantly delayed to a week or more in many cases."
I’m curious as to what “overwhelming impact” means. Staff unable to report to work because they are sick? Staying home to be with kids? Too many request tickets because we are at home as well?
I’m assuming all of these customer service people work from their computers, rather than walking into the room next to theirs and asking if anybody knows anything about a particular problem. Why not give them computer access, so they can work from wherever they are? Or hire more staff? Or will this be the default answer from now on?
It used to be that a phone call got you a prompt, usually correct answer. Or a post on the forum would get a response from a Finale staffer. Then, the phone calls went away, but we were promised that this (absolutely lacking in features) forum would be monitored and responded to. Well, that’s pretty much gone the way of the dodo. So the new paradigm is Support Tickets, which now have an over one week response. Obviously, they are relying on users to answer the questions.
It ain’t right. It honestly makes me wonder how long it will be before Finale joins the flying toasters and the lawnmower man in the dustbin of computer history. Probably as soon as a closing tax writeoff is larger than the profit.