Why do you close posts so quickly?

[Principled]

I noticed when perusing the posts, that the techs close them within a short time?  What is the logic behind it?

[MplsCustomer]

I've seen many posts--including some I've posted--where the post's thread is locked without addressing the problem or acknowledging that the problem cannot be addressed because the camera or the software can't do it.

[Principled]

I thought that was the whole purpose of these forums, to give time for people to respond and help if they too encountered the same issues, not for the company to respond with the same rote answers....and closing (....contact tech support).  Isn't it assumed already that we've done that?  I never heard of a company monitoring the "community posts" unless, of course, we are the "beta testers" and they are using us!  ha ha

[GarrettDS]

Hi there, 

Thanks for the feedback in regards to the workflow that we have. Whenever there is not any activity on a post for some time, we lock the thread. We have made some changes to give more time to customers to respond and we leave the posts open for a longer time now. 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

[Principled]

I still do not see the logic behind closing a post.  Even it is two years from now, if the person has an "answer" or "solution" to an old post, we'd still like to hear it.  We also get an email stating there as activity.  I fail to see any harm being done by leaving them be.....most "community" forums do not close posts "unless" they are against the rules.

[Brad]

@Principled

We manage each thread manually. So as you can imagine, if we have all of these threads that are constantly coming in, they have to be managed properly so the Forums stay healthy. I understand that it is frustrating that they must be locked, but it is part of moderation that we must do to keep the forums clean and organized. We have provided more time for our Community Members to reply to threads before locking them, so that should help community members find a solution if applicable. 

Best regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue.  We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 

Best regards,

Brad

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.