[Closed] When can I expect an answer from shop support team?

Hi conall88, this is no help to your problem but just to let you know that when I had a purchase problem they sent me a solution the same day.

So usually I think they are pretty good at answering quiries, so perhaps might be an idea to resend your request.

Not much help I know.

if stuff is falling underneath the radar, the issue needs to be addressed, don't you think?

Hi conall88,

On the contacts page, it mentions that the office is usually staffed Monday to Friday

Our service hours are Mon - Fri 08:00 am to 04:30 pm

Sa-So and public holidays (Hamburg) our Office is not staffed.
Incoming orders and enquiries are on the following working day

I'm sure they will pick up your query first thing on Monday, but if you do still experience any problems, please drop them an email.

Best regards,

Bart

Edit: Ah sorry my friend, have just re-read your OP and see you've been waiting a while for a response.

I would recommend dropping them a reminder as you've been waiting a week already.
I don't personally know what the process would be in changing the licence over, maybe they have to also liaise with HEM?

Let us know how you get on.

Best regards,

Bart

Hi conall88,

I am very sorry to read you've been waiting for a quite a bit of a time to get response.

I'll look into your case and will be back shortly.

Ingrid

thanks a lot, it IS appreciated

Hi conall88,

Thank you for your patience.

I flagged this problem today but I think the guys will only be checking it on Monday, please bare with us and we'll get back to you as soon as we can.

I apologize on behalf of PokerStrategy.com for any inconvenience this may have caused you.

Have a nice Sunday
Ingrid

thats fine, I don't mind waiting a day or two, as long as I know something will happen in the next week. thanks for keeping me posted.

I've sent another reminder regarding your case. Thank you conall88 for your patience.

Ingrid

Hi there again,

Our shop has forwarded your problem on 27th of June to support of HoldemManager and they have answered you on 28th of June with following message:

"Hi, The code looks like it is fine. If there is problem registering please send me the Reg.log file from the C:\Program Files\RVG Software\Holdem Manager\Logs folder."

The email-address you should be using next time is this one: support@holdemmanager.net

Hope this could help
Ingrid

great thanks a lot. if I have further issues i'l talk to them directly as you said.

weird that i'm having issues. hopefully i'l get this sorted!

No problems, anytime. I hope it gets solved.

Let me know if there is anything else we can help you with.
Ingrid

just an update; emailed them got this response. have since sent another a reply.

"Hi,

When/where did you purchase the PR2 code? Did you use a different email address? I only see the PRO code under this email address. It was purchased in April of this year and is still active. We have no details of this PR2 code in our system.

Please send your Reg.log file from the C:\Program Files\RVG Software\Holdem Manager\Logs folder. If your Windows is hiding known file extensions the file will simply be called 'reg'.

Regards,

fozzy
"

seems like the PRO code was never de-activated and PR2 was never activated. sounds to me like a mistake by the shopping system you guys have implemented ( unless this part isn't automated ).

regardless Ive responded to them with all the stuff they asked for so far. I'l tell you how it develops when I get a new response.

problem has been resolved ♠_cool:

Happy to hear that!