I’m sorry for the delayed response and understand your frustration.
I’ve asked our team to prioritize the diagnosis and review your case as soon as possible. We appreciate your patience, and we’ll do our best to get you an update as quickly as we can.
Thank you for your understanding.
So I got a reply from support, they are now asking me to mount another unit to see if that works as normal. I have documented that switching to other units works as normal when I raised the ticket. If the support team is running in circles, it should not be surprising that the backlog is increasing. I’ve replied in the ticket (and mounted the SAM module) - appreciate it if you could nudge them again as I am leaving for a longer trip soon and without a resolution soon I will need to put my trusty old Husqvarna back in service for this season.
We have received your update, and I’m sorry that the information you previously provided was overlooked in the support ticket.
I’ve already asked the team to perform a remote diagnosis as soon as possible so we can better understand the issue and determine the next steps.
Thank you for your patience, and we’ll keep you updated as soon as we have more information.
Have they also overlooked/forgotten that they concluded a week ago that the core needs to be replaced?
I’ve checked your support ticket. The response you received earlier was based on our initial analysis and still requires further investigation before a final conclusion can be reached.
We have received your recent update and the requested information, and our team will continue following up on your case as soon as possible.
19 days an counting, and now even more confused than ever. Are you saying the first conclusion that a replacement core was necessary was not a conclusion??
Sorry for the delay. I’ve asked the team to confirm the final conclusion as soon as possible.