Extended support delays

Recently the rabbit team has been flooded with support requests, leading to extended response delays from the team. How soon does the support team typically reach out to y’all with a resolution? I’ve been standing by a little over two weeks without any update on the status of my support ticket.

1 Like

Two weeks for a reply makes me worry about a technical glitch vs an overloaded team… @simon will probably see this and have a better suggestion… but I would re-submit.

(Also - sorry for the delay, and thank you for the patience you’ve shown :slight_smile: )

2 Likes

Hey Cían,

Really sorry about this. We had a little bit of a holiday backlog compounded by a few problems that occurred in December due to some changes in our support system.

I’ve actually been investigating this pretty heavily over the past week because I did have a few community member get in touch reporting similar to you, so I wanted to find out what was going on.

Happy to report we are getting back on top of things, and you should get a response v soon :pray:

3 Likes

Thank you so much for the update, Simon! I appreciate you being on top of this. You’ve been a truly awesome representative of Rabbit Inc. to the community :handshake:

Edit: Just saw the email today from Martin that the return label has been sent out! Looking forward to moving my rabbit to a new home :sparkles:

1 Like