Dreambox support is just closing cases , ignoring them. Is dreambox going out of business ?

    I created two cases at Dream Property GmbH Support.
    One with the serious issue or random video freezing.
    - both cases were closed shortly after with the text below:


    It's impressively unprofessional, is dreambox about to close shop or just ignoring customers ?
    -----------------------------------------------------


    Mit freundlichem Gruß, Best Regards


    Markus Hauck
    Tel.: 0180-3 44 11 30 990
    Fax 0180-3 44 11 30 991
    eMail: support@dream-multimedia-tv.de
    web: https://dreambox.de
    https://dreambox.de/otrs/customer.pl


    Address
    Dream Property GmbH
    Pierbusch 26
    44536 Lünen
    Germany


    Amtsgericht Dortmund, HRB 19958
    Geschäftsführung: Alpaslan Karasu


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    Which real data? That's just a name of one support employee and the default signature with business adresses etc. The response seems to be completely empty.


    I fully agree that this is unprofessional behavior.
    But please keep in mind that we're still in the middle of the holidays. In general the time beetwen 24th December and 06th January is really low business here in Germany. Why don't you try to reach the support again next week?


    Alternatively it is always a good idea to contact your dealer. At least here in Germany that's the only way of repair guaranteed by law.


    Of course I have no insights on Dream Property businesses but it's obvious that they are NOT going out of business.

    so long
    m0rphU

    Kind of good to know they are not out of business.
    Holiday is a reason I would understand to cause no response/delay, but just closing the cases within 24h, marking them as "closed successful" is no good.
    I can wait a week or so, maybe another employee that actually does his job will take a case then.

    what should they do if you sent them just the same info than in your original post?

    I don't think its our job to educate (or defend) the support.
    anyway, options are:
    -ask for more info
    -tell me to try another CAM/CI
    -tell me to test CM/CI in other hardware
    -tell me that they never seen a case like this, and doubt it's the box/software


    there are plenty of options other than just closing the case, .. basically flipping off the customer.


    In any case: Yesterday I swapped the CAM (in my previous setup, I had two FloppyDTV's with two CAM's - never knowing which one we used the most.)
    It's been running steady for the last >12hours ... there could be some connection/thermal issue with one CAM - hopefully it's good now.