In general, Support has been excellent at Karbon and is one of the deciding factors that’s pushing us to make the switch, however I have run into a snag and I’m wondering if anyone has a way around this issue.
I’ve contacted support about emails that come through Karbon without the attachment. The attachment is in Outlook, and when I forward the email to myself, the attachment comes through to Karbon, so something strange is stipping out the attachment that’s originally getting sent.
I contacted support and got escalated to the engineers, one of which asked me several questions and asked for screenshots from outlook and Karbon, etc. I sent everything in and it was a week since I heard from her, so I sent a new message in the chat. It’s been another week with no reply. As of today, the last time I heard from the engineer was February 14th.. almost a month ago. I sent in a new message through the support chat and was told that the support person would get an update for me (no update yet), then a couple days later (today) the ticket closed and I was asked how I felt about the conversation.
I’ve never had an issue get dropped like this before. Is this an anomaly or the status quo after we are through the onboarding process?