coolservers Posted December 13, 2006 Share Posted December 13, 2006 Ok lets go off my history 3+ years paying customer no problems infact they tried to double bill me not a problem 1 real support ticket open around 265 DAYS ago 3+ tickets of pirated version of IPBfound on websites 2 Tickets of SQL injection that has not been reported that i gave heads up on I would say im the customer of their dreams Well i have opened a ticket few days ago about members that can not login tech comes back saying we need some info I have answered back to the ticket asap and now it sits there for over 24 hours and going I work in IT and i damn know better to not let a ticket sit there I know better to make notes and get back to it Now before i posted this same message in thier bug section instead of moving it or even deleting it and esending me a message they said nothing but del my post that i cannot find.I'm not asking for anything extra but for the tech to go back start something that was not finished.overall im happy with forums i was even happy dealing with them in tickets from the past !!!You guys need to focus on support we do pay yearly for it and your just not delivering and come on now 24-48 hours im past that point but our SLA is max 10 hours and we are a team of 12 for 17,000 usersand if an outage happens my SLA is 4 now im not saying you have to be like that but when someon hits your max 48 hours red lights should go off and say this poor guy is just sitting thierthanksso now this is the feedback Link to comment Share on other sites More sharing options...
Management Charles Posted December 13, 2006 Management Share Posted December 13, 2006 I'm a certainly sorry you have been waiting over 24 hours for a response time. We are experiencing extremely high ticket volumes on the order of 10 times normal. I am sure tech support will handle your request shortly.Just a note to everyone: pleaaaaase submit your login information with your original ticket. If you do not the tech support team will move on to tickets with all information and it may take a while to get back to yours.Ticket volumes are starting to calm down since 2.2.0's release. We hope to have things back to normal in a few more days.For what it's worth, prior to 2.2.0's release almost daily our tech support team had zero open tickets by the end of the normal business day. Link to comment Share on other sites More sharing options...
coolservers Posted December 13, 2006 Share Posted December 13, 2006 now here is a professional response . and instead of deleting it you dealt with it . thank you for responding to my upsetting post.. i hope the ticket gets a response soon thanks again Link to comment Share on other sites More sharing options...
Management Charles Posted December 13, 2006 Management Share Posted December 13, 2006 As do I :)Believe me the tech support guys are working as hard as they can on this and are starting to get the flood under control.Again, I'm really sorry you are experiencing this delay. I know it's frustrating for you and it is for us as well. Link to comment Share on other sites More sharing options...
theclub Posted December 13, 2006 Share Posted December 13, 2006 24 hours and you're complaining? You should try living in Australia.Apart from that, I seem to remember 48 hours response time being mentioned. :whistle: Link to comment Share on other sites More sharing options...
John__ Posted December 13, 2006 Share Posted December 13, 2006 I recently opened a ticket. It took only a couple of hours for the first replies until they understood my problem better. then after that about 20ish hours for a definite answer.No problems here, all professionally answered and the high level of support I expected (and always have got)Keep it up Support! Link to comment Share on other sites More sharing options...
coolservers Posted December 13, 2006 Share Posted December 13, 2006 guy something i did left off the ticket was opened on the 10th day they where off.anyway i spoke to i think baber very nice guy they took care of this matter in a professional way even thou not fix still happy Link to comment Share on other sites More sharing options...
zigs Posted December 13, 2006 Share Posted December 13, 2006 Never had a problem with support , but I have noticed on the Beyond forums , that the people who are complaining are people who have done the install themselves and messed it up then want tech to go running instantly to fix their problem, which they caused from not knowing what they are doing!! If you want to practise installing do it on a test board!! Link to comment Share on other sites More sharing options...
JamesAcres Posted December 13, 2006 Share Posted December 13, 2006 Support have been amazing. They upgraded my board all the way from 1.3 to 2.2!! There were problems with members not being able to log in and they fixed all the accounts with problems sometimes in minutes. I highly appreciate it. Link to comment Share on other sites More sharing options...
Mark Posted December 14, 2006 Share Posted December 14, 2006 I've been waiting 8 days :P Link to comment Share on other sites More sharing options...
coolservers Posted December 14, 2006 Share Posted December 14, 2006 I think thier tech support needs more training issue still open Link to comment Share on other sites More sharing options...
Keith J. Kacin Posted December 14, 2006 Share Posted December 14, 2006 As noted in the ticket, we normally do not provide support on test boards like the one you are having issues with. We will still happily upgrade your live board for you, if you would like, to avoid these issues you are encountering with your upgrade. Link to comment Share on other sites More sharing options...
Working4computers Posted December 14, 2006 Share Posted December 14, 2006 I think thier tech support needs more trainingDo you really think that? I have honestly never had a problem with any kind of support from IPS. Link to comment Share on other sites More sharing options...
.KX Posted December 15, 2006 Share Posted December 15, 2006 IPS's support is better than average when put in comparison to most other company's support. At least, it is in my opinion. Link to comment Share on other sites More sharing options...
John__ Posted December 15, 2006 Share Posted December 15, 2006 I think thier tech support needs more training issue still openI disagree. When we where new to IPB we used to have to open a lot of tickets... all where answered quickly and professionally. Now on the odd occasion we have opened one... the same thing happens. Support can always be improved of course.... but I don't think they need more training lol... I doubt they would hire a bunch of idiots like some companies do. Link to comment Share on other sites More sharing options...
TestingSomething Posted December 15, 2006 Share Posted December 15, 2006 I think thier tech support needs more training issue still openI actually tried to find out about employment opportunities with IPS at one point, but I never really heard anything. :)But anyway overall the support has been good. I remember complaining about it a couple times, but actually it has been good overall for me personally. Most of my issues I just figure out and don't ask for support on though. Link to comment Share on other sites More sharing options...
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