MadCap Support Submission Issues?

[EricAginity]

In the past, when I've submitted a support issue to MadCap, I have always received an autoresponse via email within a few minutes that support has received my issue. It usually takes a business day to get an actual response from a MadCap representative, but they are always courteous and prompt. However, I submitted a ticket to them last week without an acknowledgement and have yet to receive any word back from them. I resubmitted today in case something just glitched, but there was no autoresponse again. Has anyone else seen this recently?

I'm only posting here because I don't know how to contact them otherwise to let them know there may be an issue. If I had received the autoresponse, I'd just be sitting tight and figuring they were busy pre-MadWorld and post Flare 12 release...

[RamonS]

First thought that comes to mind is spam filter...any chance that the autorespone or even the response itself got filtered out? I assume you submitted the request through the web form?
If you do not hear back drop a line and I can see if I can get the attention of the support manager, can't make any promises.

[whunter]

FWIW, I just submitted a bug and got the auto-response email immediately. Probably need to check the spam filter.

[EricAginity]

Well, I'm embarrassed. I didn't even consider the spam filter - I have an updated version of Office from my previous one, and I guess the spam filter is being a tad bit aggressive when it comes to MadCap stuff (looks like Matt Paskow's marketing stuff is ending up there too!). I've received a response back from MadCap from my first email. Thanks everyone for pointing out the problem (or at least the problem that isn't between my keyboard and chair).

-Eric

[RamonS]

(or at least the problem that isn't between my keyboard and chair).

That would have been my next guess....just kidding! Good that you figured it out. Outlook can be shifty at times, so let's blame Microsoft.