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Make sure to print out those emails with them refusing to fix the gennys for when they are looking for someone to blame.
Everyone on our end has their texts and emails saved. It's pretty much the department head, GM, and a couple of others giving us the run-around. And we're always sending weekly reminders so it's not something they can say they forgot about.
If you haven't responded to us in 3 days about your "urgent" issue, it clearly isn't urgent and is being downgraded to a p3.
If you still don't respond after a week, is it really an issue?