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+--- Thread: Escalation Request – No Response on Ticket #925639 Since Early May (/showthread.php?tid=697)
Escalation Request – No Response on Ticket #925639 Since Early May - A.G#WuBook - 05-15-2026
Dear WuBook Management / customer support team,
I am contacting you to formally escalate an unresolved support matter and to register my dissatisfaction with the handling of ticket #925639, submitted on 28 April 2025.
The ticket concerns translation issues in the Online Reception tool affecting Ukrainian-language content — a client-facing feature used directly by our guests.
Timeline of events:
- 28 April: Ticket #925639 submitted
- Initial response: Your PL office indicated uncertainty about whether Ukrainian language support would continue
- 1 May: Follow-up response confirmed Ukrainian support would be maintained
- Post 1 May: I requested timelines/ETAs — no response received
- Since then: Three additional follow-up emails sent — all ignored
This level of non-responsiveness is unacceptable for an open, customer-impacting issue. The Online Reception is a front-of-house tool; translation defects are visible to every guest who uses it. The inability of your team to provide even a rough timeline makes it impossible for us to plan or communicate with our own stakeholders.
I am formally requesting:
1. Immediate acknowledgement of this escalation
2. A committed ETA for the resolution of ticket #925639
3. Direct contact with a senior support representative or new account manager.
Thanks
Oleksiy
RE: Escalation Request – No Response on Ticket #925639 Since Early May - lime - 05-15-2026
Good morning Oleksiy,
I'm sorry your experience with Russian support wasn't satisfactory.
I can confirm that starting next Monday, May 18th, all Wubook Poland customers will be transferred directly to Wubook srl management, and from Monday onward, support will be provided in English directly by our internal team. I trust that with the new support team, there will no longer be any unanswered ticket responses.
I can also confirm that the Ukrainian language on Zak's online reception will continue to be supported for translations.
If you indicate in the reply to the ticket you opened (without referring to the forum) which texts need to be translated into Ukrainian, I can look into it personally.
Otherwise, you can wait until Monday to open a new ticket to the new support team.
RE: Escalation Request – No Response on Ticket #925639 Since Early May - A.G#WuBook - 05-18-2026
Good evening,
Thanks for getting back to me rather quickly. Appreciate it!
I've replied back on the ticket with screenshots and arrows.
Also sharing them here.
While taking screenshots, I also realized that fonts are not the same within the page. E.g. some non-translated text seems to show up in a different font.
Furtheremore, there seems to be issues with vertical images and those are not getting re-scaled correctly for vertical placements. This has also been reported in a ticket - Ticket#925646 on April 28.
RE: Escalation Request – No Response on Ticket #925639 Since Early May - A.G#WuBook - 05-18-2026
Here the screenshot of scaling issues
Original image + what happens when you open room details