I filed a support ticket with MT two days ago as my upgrade did not go as planned. I had paid for MT support for one year, and as far as I know was still within that year (though the MT support interface makes it hard to tell, with no dates of any kind). I said in my ticket that I wanted to know if I was still eligible for support, and what could they do for me.

Unbelievably, MT just shut off my support features on my account - I log in today and I can't even see my ticket. No email, no attempt to contact me. They just cut me off. If I was past the support period, it would have been no more than a few days, and warranted a response to tell me how to sign up for another year. I've never seen a company shut off a paying customer like that and not even make an attempt to get more business.

If they wanted me to pay for another year, I was more than willing to do that. Instead they made it clear they don't want my business.

Anyone else have this experience?

I expect this post will probably be deleted by the same MT crew that was too busy to answer my support ticket. I was excited about MT pro, but as it has hosed my current templates and MT is treating me this way, I will have to start the big hunt for better software again.

Hi, Susan. I see a ticket in our help system which appears to be yours - the subject is "After upgrade to mt pro css not working", and it was opened September 1, 2008 03:48 PM Pacific Time, under the username "toomath". Our staff responded to this ticket about an hour later, at 4:46 PM.

While it's true that our reply to that ticket included information concerning the expiration of your support package with us, we have neither shut off support access to the username "toomath", nor deleted any tickets associated with the username. Our system simply doesn't provide an easy mechanism for doing either of these things.

Is it possible that you're inadvertently logging in with a username which is different than "toomath" and doesn't have any support-included purchases associated with it? Sometimes, if you've been using another TypeKey account for some other purpose (such as commenting), and you try to logout of it, that doesn't always "stick"; and that username winds up being the one which gets logged into the help system by mistake.

Or, could you be logging into a different location inadvertently? For example, some customers accidentally find their way into their TypeKey profile at http://www.typekey.com/ when they intended to log into the Movable Type Support System at https://secure.sixapart.com/t/account

If neither of these are possibilities, and you need further assistance logging into your support account to review your help tickets and purchase your support package renewal, please contact our staff directly via our contact form at http://contact.sixapart.com/?p=mt so we can help steer you into the right direction.

Regards,

Shelley Kauffmann
Manager of Technical Services
Movable Type - Six Apart, Ltd.