Hi Community: I changed my email address (dropped my old carrier, and got a new wifi carrier so I had to get a new email address). . . I have tried to notify CCleaner support for MONTHS via three different emails, waiting for long periods between reaching out again. NO ONE RESPONDS!!! I have no way to update my account to my new email address. Horrible support and response. Any advice???
Because you are sending emails from an address that isn’t registered then the automatic support queue thinks they are coming from someone who hasn’t paid for support.
You would have been best sending your request to change the email address registered for your account from the old (registered) email address before changing/closing it.
As you are using a non-registered email then that means that you are at the back of the queue for support.
Your request will be behind any requests from registered email adresses, so it may be a very long time until someone from support gets shown you request by the queueing system and answers you.
In effect there are two queues -
One for people who have paid for support, who will be dealt with before non-payers.
One for people who haven’t paid for support, and so are very much non-priority.
Sending further emails will slow things even more, because each time you do it gets added as new information to your previous one and gets sent right to the very back of the queue again.
Sorry but it is what it is - If/when you are sending support requests from an email address that isn’t registered to your account then you are seen as not having paid for support.
Bro, not really! I used the registered one in the contact form for support/help - still no answer after 10 days. If this is the reason why I shall use a registered email for this “paid support” - it fails dramatically. No response, no nothing - just my paid sub in the fifth year and no support nor license. Don’t even try to get me with a “oh, lots to do there” BS.
Unbelievable unprofessional … but no problem, stays in mind!
You seem to be under a misapprehension here.
This is a user forum, you are a user, I am a user, (all the moderators here are users not employees).
We can tell you how things currently work, but we are not employees so can’t do anything about changing it.
(We could always say nothing and leave you without any reply at all, but I’m sure that you would prefer at least some kind of answer).
And just to add that we don’t like the current terrible state of (non) support either.
Hey nukecad, all fine, no word about mods or anyone here is employee. To make things clear: “send an email to do …” won’t actually help. Why? Now I have two tickets created - one for the license, one for refund. No response. So? Sending an email to tell myself “hey, at least I tried”? Okay, at least for a ticket in case of lawyers and the unnecessary pain in such things.
Well, I don’t get your “how things currently work” - because it does not. But I understand your point with “at least an answer” - from user to user. But my point after that (because I walked the mile already): support is out of order.
If I would do my business this way, I am - for sure - out of the complete game.
Here’s the deal: If I hear even a single word about my tickets, I’ll update my opinion.
Have a nice week!
Err, sorry to tell you this but unfortunately that’s another ‘How things work’.
We have learned that that’s not quite how the automatic ticket queueing system does things.
When you have a previous request still outstanding then each time that you send another email from the same address the automatic system sees it not as a seperate request, but as being ‘Further Information’ to your existing request.
And so to make sure that whoever gets it to respond to has all the information you have provided it collates them together - and then it puts them at the back fo the queue again.
Apparently that is supposed to avoid queue-jumping in some way?
So sending multiple emails to support can actually slow a response down.
(eg. Your request may have been next-in-queue to be dealt with, but your sending a new email puts it to the back of the queue again).
[quote=“nukecad, post:6, topic:152328”]Err, sorry to tell you this but unfortunately that’s another ‘How things work’.
[/quote]
Indeed, you are right: the second attempt ends with the same ticket number (made screenshots).
Well, the end of the queue … that’s fine, because it’s already failed: “our customer support will contact you within 48 hours”. Crossover: There is a holy rule for authors writing their books: “Show, dont’ tell!” :o)
The slow down already happend with the first attempt. The second, last attempt is the regular follow up … but, this one, too, had no response within their given time comment.
Could be an exciting fairytale with a cue in any case. However, it is not my standard or my requirement - I have to be able to work with binding commitments from my partners. If, as a service provider, I am not able to back up my own claims, I will scare away customers. And I am not a new customer. So how about an “interim report” that it will take longer… now it feels like a cash grab! And a damaged reputation takes a long time to repair.
Another thing: a maximum of three posts for me in a thread. So we won’t be able to continue our conversation here. This is also a limitation that makes limited sense to me.
Thanks anyway, nukecad … I am by no means convinced here.
@nukecad … horray, this forum has another discomfort for me: I get an error if using the proof - the screenshot. (like “I cannot use media elements in my post”; tried clipboard and physical file upload). So, you will see the 48 after submitting … both made screenshots tell these story. 
Thanks … but: “within 48 hours”. … and it failed brutally.
Well as I said above we can tell you how the support system works, (very poorly these days), but there is nothing that we users can do about it.
As it’s over a fortnight since any CCleaner staff logged onto this forum then don’t expect much help from there either.
Bascially the support is all that there is that you can use, anything you post on here about poor support is just letting off steam.
PS. The restriction on uploading images and posting weblinks is a common feature for forum software, it’s an anti-spam measure.
The software restricts what new users can do until they have been posting for a while.
Hi @nukecad and all others, I only report: “nothing happens”. It is the other side of the shown medal in this forum, “how fast support was” and “how brilliant”. My case? Obviously, the truth looks different …
Restrictions are okay, but if you are old/ripe enough and searching for help, screenshots would enormously help; much more than this gamification with achievements. But no front … but, yes, sometimes blow off some steam is an indicator for other users/interests in the paid “Pro-Version” and what to expect nowadays as “service”.
Do you know how many stuff I have to write down here in the forum until I can proof the 48 hours message? Well, at the moment we are on almost 480 hours (without answer or license). 
Have a nice week …