Mail Pro Needs Improvement
If you're going to charge $34.95 a year for Mail Pro, then you need to create a professional support service.
1. You need an easy way to create a support case -- that does not require 20 mouse clicks.
2. Once a case is created and you get a case number, there should be a way to check the status of that case -- is it assigned to a tech, where is it in the queue, other useful pieces of information.
3. Since you're selling 'priority' support, you should have a minimum response time -- I've been waiting a day for an answer to the case I created. The response I got with the case number says I will hear back within "one business day". One business day is not anyone's idea of "priority" support!
4. Cases should never be closed without checking with the customer that the case has been resolved.
Larry Poleshuck
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