I have been trying to resolve and issue with security issues in Sketchfab iframe models for a few weeks now, and so far the feedback turnaround from Sketchfab support is just frustrating and pretty messy.
Since Sketchfab has moved over to Epic games, we now have to go into there to register a ticket. We then get a response from no-reply@epicgames.com advising the following,
“Hello,
Thank you for contacting Sketchfab Support. Your case number is: 2XXXXXX
We have received your request and will get back to you as soon as possible
Thanks,
Sketchfab Support”
There after, we then get a reply from Sketchfab support via the email address support@sketchfab.com with a response, which is often a copy past template from the F&Q library. And since using the FAB support ticket form area that only allows about a max of 30-40 words in the issues description field, its often impossible to clearly outline the whole issue in full detail.
Then in reply to that email from support@sketchfab.com with the copy/paste template that didn’t provide the solution, I sent the full details of the issue in reply.
Within a few minutes, I then had this email in reply from support@sketchfab.com.
“Hi there,
The email address support@sketchfab.com is not actively monitored.
To reach our support team, please use this form: https://support.fab.com/s/?ProductOrgin=Sketchfab
After submitting your request, you will be able to continue the conversation via email.”
I tried to follow the link, but was never able to find the original ticket again in FAB support.
After three days waiting, finally had a reply again from support@sketchfab.com as follows.
“Hi there,
Thanks for explaining this further. I’m contacting senior members of our team to see what can be done. I’ll follow up as soon as I have more information.
Thanks,
Sketchfab Support Team”
I sent a reminder yesterday since still no reply from a Senior Sketchfab member, and again got that email “The email address support@sketchfab.com is not actively monitored.”
Surly this can be made easier than this to support Sketchfab users and especially Pro subscribers as we are?
Note that the issue we are currently having that is related to Sketchfab security vulnerabilities, and if it cant be resolved and we get better support, this will be a deciding factor whether we will continue in the future with a Sketchfab Pro account.