I have had to deal with support tickets before within my company. Typically the ticket would need to be escalated a few times before I see it.

Here's my feedback on how to submit Support Tickets that will get you a positive result:

• Own up to your mistake.

• Do not ever try to deflect the blame back on the company for your mistake.

• Describe in as much details as possible how the issue occurred.

• Be polite and friendly.

• Use proper spelling and grammar.

• Thank in advance the support team for their help.

In the past, my company has actually rewarded our users for sending in good tickets. For example, if the user has uncovered a bug of some kind, or was truly remorseful for their mistake, we would send them a $25 Gas Card or Starbucks card to show them that they are a valued customer for our company.

Not saying NW's support team is going to do the same for you or anyone else, but I wanted to point out that being a good customer can sometimes result in a better result than what you were expecting!