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Procedural question - "TI thinks resolved"

George Hug
Genius 4350 points

While it hasn't happened to me, I've seen and sometimes participated in threads where a TI person posted the first reply, marked it "TI thinks resolved", and then never visited the thread again - even though subsequent discussions in that thread clearly show nothing was resolved.  This appears to be happening with increasing frequency.  Once a thread has that "thinks resolved" entry, does it disappear from whatever "pending" list the TI people are working with?  If so, and if the original poster doesn't think it's resolved at all, how does he get it opened up to TI participation again?  Should he start yet another thread on the same subject?

  • 0
    TI__Genius 9147 points
    Hi George,

    When a TI employee marks a thread as “TI Thinks Resolved”, the thread’s Original Poster is prompted to respond whether they agree (“This Resolved My Issue”) or disagree (“This Did Not Resolve My Issue”).

    If the Original Poster clicks “This Did Not Resolve My Issue”, the “TI Thinks Resolved” status is removed.

    If the Original Poster clicks “This Did Not Resolve My Issue” OR there are any subsequent replies to a thread, the thread re-appears in the TI employee’s queue, and the TI employee receives an email notifying them.

    We understand there are some threads where we are not replying to the Original Poster in a timely manner. If this happens, we recommend the Original Poster add an additional reply which will bring that thread to the top of the TI employee’s queue and send another email. If this does not work or you are not having a satisfactory experience, we recommend escalating the thread to our Customer Support Center by clicking “Email TI” at this link: www.ti.com/support

    If someone other than the Original Poster has follow-on or similar questions to an existing thread, we recommend clicking “Ask a Related Question”. This will create a new thread with the original thread referenced accordingly. This allows us to better manage each customer’s issue.

    If any user (including the Original Poster) has a brand new question (not related to the ongoing thread), our recommendation is to start a “new” thread by clicking “Ask a New Question”, instead of posting a reply on the existing thread. This helps manage questions better.

    Thanks again for your question,
    Jim
  • 0 in reply to Jim Carrillo
    Genius 4350 points

    Jim Carrillo said:
    Hi George, 
      
    If the Original Poster clicks “This Did Not Resolve My Issue” OR there are any subsequent replies to a thread, the thread re-appears in the TI employee’s queue, and the TI employee receives an email notifying them.
     

    Thanks for the explanation and clarification, Jim.  Just to be clear, if the thread continues to show "TI thinks resolved", that means the original poster hasn't yet clicked either the Resolved or Not Resolved button, but may have replied.  With reference to the quote above, based on what I've seen recently, it's a rare event to see TI participation in a thread after TI thinks resolved appears - even if there is subsequent activity, which of course is one indicator that it may in fact not be resolved.  But I guess it would be up to the individual TI employee as to how or whether to further respond if the OP hasn't actuallly clicked Not Resolved.  So perhaps original posters need to be more assertive when the answer doesn't solve the problem.

  • 0 in reply to George Hug
    TI__Genius 9147 points
    Hi George,

    Yes, you are correct - if the thread status is "TI Thinks Resolved", that means the Original Poster has not yet clicked "This Resolved My Issue" or "This Did Not Resolve My Issue".

    We are working to get better at improving our replies to follow-on questions. If you are experiencing unsatisfactory support, we recommend the steps shown in my first reply.

    Have a great day,
    Jim