Coming up on the 1 month anniversary of my ticket. Provided a description of the issue as well as video proof of the pack opening. Still have not heard anything. There were a few reports last week of folks who had heard back on their issues and had them resolved, but that appeared to only be a handful. Seeing as how there is not a way for us to access the status of our tickets, how are we supposed to know that our issue is even on the radar somewhere?
I see posts from folks who are opening multiple tickets for the same issue. I know that just creates so much duplication of effort, but I can completely understand their perspective since they are never hearing anything back to indicate that their issue was actually being looked at.
Even if the plan is to work the tickets on a first in - first out model, providing some sort of update to indicate what range of ticket numbers are currently being worked would at least give folks an idea as to where they stand in a queue. The risk here for SDS though is that it would require them to make public the number if tickets that are being opened and how many are being resolved. Based on what we have seen, the opening pace was significantly higher than the resolution pace.