I put in a ticket about an email I got
Created: June 28, 2026 at 9:12 AM
Last activity: Today, 9:44 AM
Assigned to Irene
Id: #190157
Status: Solved
How can it be solved when there are no replies from NO ONE at Facer??? Wow, talk about communication. What, they just close tickets because they want to and don’t want to communicate with their users?
Whomever Facer has contracted for their helpdesk is just closing tickets to cash checks. No communication, and no resolution.
That’s pretty obvious! Sorry, but communication is key to everything
This is what Facer posted a couple of days ago -
1
We appreciate everyone taking the time to share their feedback here.
First, regarding Edward’s specific issue: his original support ticket remains open and is still under investigation by our team. While we don’t have a new technical update to share at this time, the issue has not been forgotten and is still being worked on.
We also hear the broader feedback about communication during longer investigations. We understand that waiting without regular updates can be frustrating, and we’ll share that feedback with the team. Even when a fix isn’t immediately available, we recognize that keeping users informed is important.
To clarify one point that has come up several times, when multiple tickets are opened for the same issue from the same account, they are merged into the original ticket rather than worked separately. This helps ensure all information stays together in one place and allows the team to focus on investigating the issue rather than managing duplicate requests. Merged tickets should not be interpreted as the original issue being resolved.
At this point, there’s nothing further that can be added publicly that isn’t already being tracked in the existing support ticket. Future updates on this issue will come through that ticket once the team has new information to share.
We’re going to close this discussion here to avoid splitting the conversation across multiple threads. Thank you to everyone who shared their feedback
We know. Yet I still cant get a single reply or update on my open tickets. I had to reopen one of them again.
I take so little effort to keep people informed. But no one at Facer can seem to lift a finger. I highly doubt anything is actually getting worked on. Them not providing updates is proving that.
Take a Franklin Covey course for God’s sake.
In one of the other threads, someone said, “well it is a free service”. Whether I pay or not, my users (Facer’s users) are the ones getting the big burn. Not me. I have 4 faces ready to be published that are super popular on WatchMaker right now. My Facer users don’t get to even see these faces because Facer can’t be bothered to fix their AAB import issues.
That means that the issue has already been reported and is being worked on. I realize that seeing tickets as “Closed” can be frustrating without replies, but it’s the way Facer currently handles these.
Thank you for bringing this to our attention, and we’re sorry for the frustration this has caused.
We’ve recently received similar feedback regarding our support ticket process, and we’re taking it very seriously. Our team is actively reviewing how tickets are handled and how we communicate updates so we can provide a better experience moving forward.
I can also confirm that your support ticket has now received a follow-up from our team. If you have any additional questions or information to share, please continue the conversation there so everything stays together in one place.
We appreciate your patience and your feedback as we work to improve the support experience.