No response on ZWO supoort ticket and follow-up emails

6Tkz9f0N

I opened a support ticket on 10 April 2025 at https://support.zwoastro.com/ for an issue with my new (now ₆₀ days old) ASI2600MC Duo camera. I received a quick response to the initial ticket, requesting additional information and some FITS files for diagnosis. I provided the requested information and FITS files, and have not had any follow-up since then. It's now more than 21 days. Is this normal? I have requested an update multiple times via the original email chain. How can I get a status on my request?

Orion2Arcturus

Service has been slow. I also bought a brand new 2600MC Air, it worked fine until the 2.3.2 firmware then major issues. ZWO hasn’t addressed the issues publicly which is very bad.

Tech@ZWO

Sorry for the delay and trouble. We aim to reply to all inquiries within 24 hours on business days. Could you please provide your ticket number so we can look into this immediately and get back to you as soon as possible? Thank you for your patience and understanding.

6Tkz9f0N

Hi - my support request number is 26858, entered on 10 April 2025. Any help you can provide is greatly appreciated.

Tech@ZWO

6Tkz9f0N Thank you for your patience. I told my colleague, and he will reply to you today.