Help ticket response time

While waiting to hear about my Ha, I will post what the RGB is looking like.  I didn't approach this one very well (I am a newbie).  A star blew out the side of most of the channels, so I cropped this way down.  Not sure whether Ha will bring out details.  It was fun trying.  Maybe shorter exposures were in order?

Good morning, I have checked our help desk ticket system and I can find no open tickets at all, are you sure you opened a ticket 

I will check behind the scenes also just in case and get back to you but I cannot see a ticket from you?

Steve

I have checked and you sent an email rather than opened a support ticket, which was missed by me.

Can you open a ticket please so I can pass it onto the correct person and keep a log, they are found under this tab in the image below

HTH

Steve

I am not sure what more to do.  My portal shows an open ticket: #354 - Job#715.  This was a new ticket.  Previous 715 tickets were asking why the data was delayed. I even edited the new ticket to add copies of a correct channel and Ha which appears to be some random area.  Are you saying I should re-do the ticket?

It may be me being stupid then,and getting things mixed up

We all have senior moments I suppose .... :(

Here is a screen shot of what I see in the Help Desk

mmmmm, not sure how this got missed but I believe Pete is on the case now ?

Steve

Thank you. Pete is on it. He is putting my Ha session back in the queue. NBD - stuff happens. 

Hi Steve,

I'm just wondering if there is a glitch as I too am awaiting any response to a ticket lodged on November 7th 2023, #359.

That one is a follow up to a prior ticket which though acknowledged was never ever properly responded to, but recently has been closed.

Please investigate and respond.

Cheers, 

Ray 

Hi Ray, no

I was looking into it behind the scenes as I thought it had been dealt with previously with a credit note due to you struggling to process P-12 images after Pier-2 had gone down and we swapped piers to 12

As I said leave it with me as its a long time ago and I am sifting through messages etc which takes time

Regards

Steve

Hi Steve, 

Thanks for letting me know. Does the following reply you originally gave help in any way. 

I hope you remembered your wife's Birthday this year. 

Cheers, 

Mr. Patience personified. 

No I read all that, I am looking back at what we discussed etc etc

However, this is not a fast process as you can waffle for ages so it's like reading the Bible :)

Steve

..... and I'm still waiting. Soon it will be 18 months since my original ticket.

As for me waffling, I agree. :) However, in the tickets I've submitted I have listed all the  incomplete jobs at the time the mount died. As part of that I listed the amount of data that was collected and that missing. Unfortunately during the period from June to November 2022, the mount was not fixed/replaced so they remained incomplete. So for my 12 months subscription I have at best just over 6 months of data from pier 2.

With regards to the data from the replacement pier, pier 12, I am willing to share subs which clearly show that the camera was defective. 

Cheers, 

Ray

..... and I'm still waiting. Soon it will be 18 months since my original ticket.

As for me waffling, I agree. :) However, in the tickets I've submitted I have listed all the  incomplete jobs at the time the mount died. As part of that I listed the amount of data that was collected and that missing. Unfortunately during the period from June to November 2022, the mount was not fixed/replaced so they remained incomplete. So for my 12 months subscription I have at best just over 6 months of data from pier 2.

With regards to the data from the replacement pier, pier 12, I am willing to share subs which clearly show that the camera was defective. 

Cheers, 

Ray

 

 

As I explained to you by private message and telephone call, Ray, I am having a think about what can be done. We did everything we could and more at the time so I believe we did more that for fill our end of things. However, I did say i would look into it when I had a moment as we are implementing lots iuofp upgrades and pier changes so I could not do anything right now and to have patience and I would sort something out

You can't ask for fairer than that and, as you well know I am, always fair and if anything way beyond fair in most cases.

Ps a personal call plus answering your ticket is far from "ignoring" you now is it :)

Steve

Hi Steve, 

Before replying to your response above I would first ask you to read my ticket #295 of 1st November 2022. There you will see 3 attachments in support of my claims. The last one from ESO confirms that contiguous defect columns cannot be fixed in post processing, something you were disputing.

Cheers, 

Ray 

Hi Ray, I cant say that I had any issues processing the data from Pier 12. There were column defects on the sensor but was easily fixed with the Pixinsight defect map which I  shared to you along with methods on how to use it. There have been several pier 12 users who seemed to be able to apply the defect map successfully.  So I don’t feel the pier wasn’t working to be honest.