quote:
Originally posted by john-t
They probrably left a link in the email on how to contact them again (via a form with a case ID etc).
No they don't. The email you can reply to (for that specific case) is the address they send you the email from.
quote:
Originally posted by absorbation
That notification means the email was never sent. And by looking at the email address, it is fake.
the email is not fake. They are uniquely created emails which give them the ability to track and follow the email 'conversation'. It is a kind of a tracking number on its own.
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As such, Zabrak (or anyone for that matter), it is a bad idea to publish the email on a forum! If you do that they will close that email address for sure to prevent their system from getting spam...
Also, you said you got another problem (but only after some email traffic with them I assume). So, before you got that second problem, did you by any chance replied that the first problem was fixed? If so, they will close the email as they will obvioulsy think the issue is solved. You need to open a new ticket/case for the new problem in that case. Of course you can (read: best practice/you must) refer to the previous ticket number so they can look up what was done before, etc.
And, make sure you reply to the _last_ email you received. Don't reply to the first one each time. Quite often they forward emails to other (more specialized) people and close the current 'tracking' email address. Those other (specialized) people will open a new 'tracking' email which you should use to reply upon.
If nothing works, simply mail back using the online support form again (without swearing and in a polite way!!). But make sure you include the ticket/case number you got when you first used the online form though.
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