Hey everyone,
I’m Emmanuel Katto from Dubai, United Arab Emirates (UAE) really don’t like to be one of those customers who constantly complains, but I’m feeling extremely frustrated with the lack of communication from customer support lately. It’s been nearly a month since I initially reached out to resolve a straightforward issue, and I’m still stuck without a resolution.
Here’s the situation:
I requested a standard app recovery (going back less than 30 days), which is covered under my service plan. On the agreed-upon date for recovery, I received an email saying there was a miscommunication, and they ended up restoring an outdated version of my app, rather than bringing back the live version. They assured me they’d revert to the correct version as soon as possible, but there was no clear timeline for when the issue would be fixed. This left my users interacting with a 20+ day-old version of the app, with no visibility into what data might have been affected during that time.
After that initial mix-up, things went downhill. I asked for a timeline and clarification on what happened, but the responses trickled in with long delays. I received a few “sorry, we’re swamped, we’ll get to this ASAP” emails, but then I went without any updates for a full week, despite sending follow-up emails. Finally, Kat (the customer experience manager) apologized, asked a few questions, and I responded immediately. Since then, it’s been 11 days without any further communication, and I’m still waiting for a response.
I’ve had some issues with Knack support in the past, but they’ve been improving recently—until now. Is this kind of delayed response normal, especially for those of us on the “corporate” plan, which promises a 24-hour response time?
Does anyone else have similar experiences with their customer service? How do you recommend escalating this situation to get some real answers?
Appreciate any advice or suggestions!
Regards
Emmanuel Katto