topic Re: A problem still exists, two bug reports, and a question... in Speakers and Displays

A problem still exists, two bug reports, and a question...

craignewmark — Wed, 03 Nov 2021 22:27:59 GMT

Awkward, but I can't find an alternative to asking this way...

1. I have an open question regarding geolocation regarding displays and speakers, with help, appreciated, from GarrettDS and others. The problem might be fixed, but never got a promised report from the appropriate party, for a long time. The ticket should still be open.

2. I'm embarrassed to ask, can't find a way to contact anyone directly, so I'm doing it this way. How do I contact someone directly?

3. I marked the question as new, but that didn't work, how do I report that?

4. Tried using the at sign function to cite a user, didn't work at all, how do I report that?

Apologies for doing things this way, but it's the most productive (least unproductive) way I could find. Any help appreciated!

Re: A problem still exists, two bug reports, and a question...

Ashepherdson — Wed, 03 Nov 2021 23:49:18 GMT

I got you Craig, making sure @GarrettDS sees this !

Re: A problem still exists, two bug reports, and a question...

craignewmark — Thu, 04 Nov 2021 00:21:01 GMT

Appreciated, thanks!

Re: A problem still exists, two bug reports, and a question...

GarrettDS — Thu, 04 Nov 2021 15:29:42 GMT

Hey there craignewmark,

So sorry to hear about the issues that you're still having with this.
I wanted to hop in here to see if your initial question of geolocation was fixed or not? I know that we have sent this to our engineering team and they will investigate this further but I don't have an ETA on when a fix may come around.

If you're wanting to contact someone directly you can use this link.

Would you mind @'ing me personally to see if that works?

I look forward to hearing from you.

Best regards,

Garrett DS

Re: A problem still exists, two bug reports, and a question...

craignewmark — Thu, 04 Nov 2021 16:16:20 GMT

Garrett, thanks! The problem seems to have been solved, but the commitments made to get back to me with more info haven't been fulfilled, and that's part of the customer service experience. I'd like to find ways to improve that, in any case, it's what I do.

Let's see if @GarrettDS works, and it appears to in Chrome on a Chromebase, doesn't work in Chrome on Android, so that needs a ticket.

Doesn't looks like that contact link works to connect with a person, but, did I miss it?

Much thanks!

Re: A problem still exists, two bug reports, and a question...

GarrettDS — Mon, 08 Nov 2021 22:52:45 GMT

Hey there craig,
It seems as your @ to me worked. Apologies that it's been a few days. The link I sent you provides you with a form to fill out so that the proper team can get in touch with you.

Any other feedback that you have I'm happy to take and pass forward to the appropriate team.

Please let me know if you have any other questions.

Best regards,

Garrett DS

Re: A problem still exists, two bug reports, and a question...

craignewmark — Tue, 09 Nov 2021 03:43:46 GMT

Problem might be fixed, awaiting promised verification and explanation. Thanks!

Re: A problem still exists, two bug reports, and a question...

Ashepherdson — Tue, 09 Nov 2021 03:46:11 GMT

If you can share the solution and cause I would greatly appreciate it so I can help others that may experience this in the future. Glad to hear it worked out for you!

Re: A problem still exists, two bug reports, and a question...

GarrettDS — Fri, 12 Nov 2021 21:48:35 GMT

Hey there,
Just wanted to jump in here to check to make sure that you saw the response from Ashepherdson. Shoutout and huge thank you to Ashepherdson for the help here. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS

Re: A problem still exists, two bug reports, and a question...

craignewmark — Fri, 12 Nov 2021 22:09:09 GMT

Haven't heard back, and as a customer service rep myself, can't close in good conscience. Want to help, need to do the right thing. Thanks!

Re: A problem still exists, two bug reports, and a question...

GarrettDS — Fri, 12 Nov 2021 22:13:16 GMT

Hi Craig,

Do you have a case ID or anything that we can use? What is it exactly that you are waiting to hear back on?

I look forward to hearing from you.

Best regards,
Garrett DS

Re: A problem still exists, two bug reports, and a question...

craignewmark — Fri, 12 Nov 2021 22:17:11 GMT

Garrett, it's in my case files, I put a lot of work into it, please forgive me if I'd like to avoid doing some

of the same work over and over again. Thanks!

Re: A problem still exists, two bug reports, and a question...

GarrettDS — Mon, 15 Nov 2021 17:32:17 GMT

Hi there Craig,

Unfortunately I don't have access to your case files or an account for you which is why it would be best if you provided me with your case ID so that I may take a look into it and pass it to the appropriate team to follow up with you.

Looking forward to hearing from you.

Best regards,

Garrett DS

Re: A problem still exists, two bug reports, and a question...

craignewmark — Mon, 15 Nov 2021 18:10:50 GMT

Garrett, thanks! and I'm shocked to find that I actually preserved the info:

"case number is 6-8024000032135. "

Re: A problem still exists, two bug reports, and a question...

GarrettDS — Tue, 16 Nov 2021 21:13:16 GMT

Thanks so much Craig.
I have passed this information along to our team and they will be reaching out to you via email where you will communicate with them there.
I will lock this thread within 24 hours if there are no other questions.

Best regards,

Garrett DS

Re: A problem still exists, two bug reports, and a question...

craignewmark — Tue, 16 Nov 2021 21:18:00 GMT

Garrett, before closing, should we be sure everything is resolved? I understand the need for closure.

What do I do if I never get that email? Thanks!

Re: A problem still exists, two bug reports, and a question...

GarrettDS — Wed, 17 Nov 2021 16:55:33 GMT

Hi Craig,

If you're wanting to speak directly to the engineering team, unfortunately they don't communicate directly to users or customers. Is there another team that you were waiting to hear from?

Please let me know.

Best regards,

Garrett DS

Re: A problem still exists, two bug reports, and a question...

craignewmark — Wed, 17 Nov 2021 17:22:21 GMT

Garrett, that would be much more effective, but I understand there's a cultural thing there.

The commitment was that I'd hear from someone technical who's part of customer service.

Thanks!

Re: A problem still exists, two bug reports, and a question...

GarrettDS — Wed, 17 Nov 2021 17:32:14 GMT

Hi Craig,

It appears that you have been in contact with someone from our highest tier of support as of November 2nd. If you have any other questions I would suggest emailing them in that email thread again as they would have more details. As their email states, it appears that you are being impacted by a wider issue that we are aware of, and we are rolling out fixes but don't have an exact date.

Again, I would suggest replying back to them with your questions or concerns about getting in contact with someone more technical.

Best regards,
Garrett DS

Re: A problem still exists, two bug reports, and a question...

craignewmark — Wed, 17 Nov 2021 17:40:22 GMT

Garrett, sorry, haven't heard from anyone technical in these matters...