Allow me a parenthesis. I’m going to tell you a case. It is not within the initial theme, but to make laugh a little and break the ice. But it serves as an ex. to see how SM is handled.
A few months ago I had problems with some purchased tokens that didn´t load. Then, I decided to follow the corresponding way and sent an email to “support”. After reiterating my email, I waited 1 more day and nothing, silence … so I left a private message to Sarah here in forum: “please, reply to my email”. Sarah responded to my private message, but only to ask me to reiterate everything I had already written in the email. She didn´t solve anything.
What Sarah did was label the “Marketing Manager”. a character who never deigned to respond. Manager? It must be the only one. I thought it was a bad joke. A few days passed and I sent a PM to Alexander, who at least suggested some options to solve my problem.
I’ve been solving the issue outside of TS. I am still waiting for the response of “support” to the email (3 months have passed) and that the “Marketing Manager” even if he says “good morning, solved your problem?”.
This is how this works. You have to take it with a lot of patience, with soda and humor.