How do I escalate a support case?

ouki

Since I was not able to get answers from the HelpDesk, please allow me to ask here.
I had a high priority case (#257779) open with the HelpDesk for over a week. I've worked with number of engineers and they were not able to provide solutions, not even something feasible of trying. How can I escalate the case to a senior engineer or department manager?

By the way I am very frustrated with Smugmug's support model. You get Email responses from different engineers every time during the email exchange, regarding the same issue. Every engineer provides a piece of information but no one owns the case. No ownership = no resolution. I have never seen this kind of support model in the past, not sure it's going to work out.

rainforest1155

Please see my latest reply to your case. If you have further questions, feel free to write back. For the time being, I'll hold on to your case so you may see a delay in receiving further replies.

ouki

rainforest1155 wrote: »

Please see my latest reply to your case. If you have further questions, feel free to write back. For the time being, I'll hold on to your case so you may see a delay in receiving further replies.

Thanks for taking over ownership of the case. I'm based in USA. Do you have a support team in the USA who can help me?

rainforest1155

ouki wrote: »

Thanks for taking over ownership of the case. I'm based in USA. Do you have a support team in the USA who can help me?

This is a particular complicated case with which I'm most familiar and to avoid further confusion and possible conflicting advice, I'll keep on handling the case. That should be in the best interest of you and the other Heroes which may not be as familiar with the subject matter. Thanks for your patience and understanding.