(edit: please move this to the Customer Care sub-space if applicable, thanks)
Hi.
Please allow me to question the following policy matter: why is it impossible at CA to reopen support tickets after more than two weeks, even when calling in?
I attempted to reopen a ticket because the supposed answer given by the support engineer is very clearly off-topic. The ticket has been closed with that supposed answer right away, and due to a combination of factors like me being away on christmas holidays, two weeks have expired before I got aware of this fact. Now I am being told I have to open a new ticket instead.
Filing new tickets is no good substitute. It causes additional work for the customer, regularily causes communication issues due to written history being in another ticket, thus making it harder to review in practice, and the new ticket likely does not end up with the same engineer.
In fact, in this case once more the product issue it's about is a one-time issue during an update that we won't revisit, but other clients will be hit by it when they perform the update. I am trying to help you improve your products and thus, help out other clients, but CA makes it feel like bug reports from clients are a nuissance rather than valued feedback.
Please kindly revise the policy about reopening tickets.
p.s. even the survey link has expired, so I can't voice my concerns about that ticket handling in that way, either. Since people do go on holidays, this is clearly not a suitable arrangement.
Thanks, kind regards,
Carsten