Hello Paul, I’m the person that sent you the mail (I’m not the CEO by the way, I’m the Deputy Support Manager). I’m afraid you misunderstood the reason we sent you the mail. It was not meant to only explain what you had mentioned in these 2 comments above but to actually find a way to help you!
I explained why we normally didn’t refund credits and how the support wizard works, sure, but I also wrote that i wanted to understand what happened so i could offer you the help you needed and sort this problem out.
You never finished our support wizard which is meant to gather the important things needed before you reach our support. If you had continued to the end of the wizard, you would’ve reached a live chat or a forum ticket with a HUMAN supporter who would have had most if not all the information needed to help you solve your problem faster. If the wizard wasn’t intuitive enough to let you know what was going on, then we’d love to know about it so we can improve it.
I’m also a “technical” as you call it, by the way so i can definitely help you myself sort all these problems out (including the credits issue). You can reply to the mail I sent you and we can continue there, if you wish, as an exception (instead of opening a support ticket/chat).
Regards,
Alejandro Sanchez.
