They finally closed the ticket, but so far with no resolution, only promise that software team is looking into it. If I got this kind of response within, say, a week, after I created my ticket, that would be a ticket handled properly. Even if it was like 2 weeks - depending on communication it could have been fine. But it took 6,5 weeks and a lot of pushback.
And hey, I admit, that technically "pushback" is part of support job. But it is important to be able to recognize, when you need to pushback, and when not. Let alone, you need to provide logical/sensible reason why you are pushing back. Correct me, if I am wrong, but I do not see it in this whole conversation. Why? I would assume that it's because the only metric Razer is looking at is how fast tickets are closed. Maybe how many are closed within a period, too.
But the thing is... Those metrics do not matter for actual issues resolution and for the end user. They can be important, that's for sure, since they can indicate issue in processes or poor handling of incidents in general. But they are not the goal, and you need to look at every single case individually, and every person in the chain needs to want to solve the problem in the long term, rather than "close this ticket fast".
