Currently Being ModeratedJan 26, 2012 2:40 PM (in response to uioppi)Re: Service level for Line6 is more important than customer satisfaction?
I think you're reading too much into it, and not really understanding what goes on here.
They marking of the questions on the forums as "answered" or "assumed answered" doesn't really have anything to do with whether or not whatever issue they're dealing with has been resolved a lot of the times. In most of these cases, the actual customer service aspect is taking place behind the scenes. The Line 6 guys will mark threads as "assumed answered" in cases simply to let them know that that particular thread has been addressed.
Currently Being ModeratedJan 26, 2012 4:52 PM (in response to uioppi)Re: Service level for Line6 is more important than customer satisfaction?
Jonathan Collins, Director of Customer Service and Support here. I appreciate your concerns and can assure you that we are not closing threads to meet a service level. It is true that we are closing threads, but only when we honestly feel that we have established an open line of communication on the issue raised or that the correct answer has been supplied. In addition, we open a ticket with that user so that they have an open line of direct communication with Line 6 Support representatives should the question not be answered satisfactorily.