No Support Portal & 24-48 hours for an escalation call back?

Does any one know if this is the standard for LogMeIn Support?

I opened a case 20 days ago and never got an email, never got a call back and my issue is still on going.

Called back today and got the same engineer. This time I had him send me an email and it states that an escalation call back could take 24-48 hours?

I'm hoping we're just paying for basic support and this isn't the norm. Please advise.

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AshC

@victorhugo81 You may expect some delays during the holiday seasons, however that time period for an escalation review is longer than I would expect. Based upon the case itself, for excluding certain LMI access points in a Mac OS environment, it may take some more time to get a solid answer as to the 'why' this is occurring from our engineers.

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