[davidhegarty]

Sorry to hear about your experience. This is definitely not the experience we are aiming for...

Can you email directly at hegs (at) fixed (dot) com and I'll figure out exactly what happened with your ticket.

Thanks.

[forgottenpass]

What about the Tried to contact them without getting any feedback. part of the parent post?

Any plans to be responsive to customers that don't know a slightly insider-y venue to make your company look bad?

[davidhegarty]

We take a huge amount of pride in our Customer Service.

We have a target response time of 4-5 hours, and try to make sure every user questions gets responded to in under 1 business day.

We think it's reflected in our reviews on the App Store (http://goo.gl/dn4zYC).

Someone not getting a response shouldn't be possible.. our workflows aren't setup that way. That's not to say that it hasn't happened, but when it does it's usually for a technical reason outside of our immediate control (e.g. user's spam filters).

Happy to de-bug the issue publicly on hackernews, but so far I can't find any record of a user with an email/name similar to that username, and the user hasn't contacted me.

I'll update as I know more...