Ah, @dannyterhaar, sorry you’re having a less than ideal time with this. I’m checking in with our Support team here on this case. Just so i understand correctly and can share with our support team:
- You opened a separate support ticket for your monitor
- The issue for your monitor was fixed.
- You opened a separate ticket on behalf of a user that you sold/installed with a customer.
- The changes were applied to your monitor from the original ticket, instead of the customer who you were reaching out on behalf of.
I can partially understand why this mistake was made → typically, we associate tickets email addresses with a unique account, which exists for privacy reasons. I believe that the support agent that handled your case overlooked the details directing them to a separate monitor. In order to resolve this issue, we’d need the ticket to come from the user that is experiencing the issue.
I have to look into our support process for installers, but I think this was the source of the issue. I’ll touch base with Support today and take a look at the ticket, but I’m pretty sure they’ll reiterate some version of the above.
Have you already opened another support ticket for your issue? If not, I’ll include the request to reset the changes that were made to your monitor in my conversation with support.