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No engagement on support case and sneakily being resolved

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Seeking for advice on what we can do next. We're on developer support plan. A support case was raised in Dec 21 and took months to confirm that there was a technical product issue in Jan 22 and subsequent action taken in Feb ended up corrupted our service. This took more weeks with back and forth and we finally give up pursuing a fix and instead recreating & migrating our service and asked for refund. This was acknowledge in the case then, but since then, a few follows up was made on the case regarding refund processing but nothing was done. The last update I received was on April with all the promises but nothing was delivered and despite more follow ups, nothing was done and nor update was provided. Today I discovered that the case was marked as resolved with no response/action. I just reopened the ticket and asking for explanation. This whole process/ordeal is obviously very frustrating and I'm just wondering if anyone has similar experience and recommendation on what action I can take next. Thanks in advance!

asked 4 months ago58 views
1 Answer
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Hi,

I'm really sorry to hear this, it's certainly not the experience we want you to have!

While I cannot discuss account specific info on this platform, I'd urge you to reach out through the Support Center one more time. I do however feel that it may be best to request a call to discuss this with one of our support agents.

Please check out this article to see how you can request a call through the Support Center:

https://aws.amazon.com/premiumsupport/knowledge-center/aws-phone-support/.

Please don't hesitate to reach out should you have any additional questions!

Regards,

- Craig M.

MODERATOR
answered 4 months ago
  • Thanks Craig. I raised a billing ticket and tag the original which then get some attention. I had a response but unfortunately it was another standard response that we are working on it. The ticket has been opened for 6 months and billing refund has been worked on for 3 months, which to me just means that it is the same old thing again. Anyway thanks for your response. I will wait a few more days and if there is still no update, I will try requesting for a call as you have suggested.

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