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Posted January 10, 200718 yr I thought I would post this, its a change I've started to notice more and more with IPS and since there isnt really much positive feedback in this forum, I thought I would post some.IPS has really improved alot with respect to customer service. From a mixture of personal experience, and reading through topics in this forum, staff are actively listening and acting upon complaints and suggestions. The overall attitude of the company seems to have become much more professional, and for the first time I think I can honestly say IPS is really a customer focused company.Well Done! Keep it up IPS.
January 10, 200718 yr I thought I would post this, its a change I've started to notice more and more with IPS and since there isnt really much positive feedback in this forum, I thought I would post some.IPS has really improved alot with respect to customer service. From a mixture of personal experience, and reading through topics in this forum, staff are actively listening and acting upon complaints and suggestions. The overall attitude of the company seems to have become much more professional, and for the first time I think I can honestly say IPS is really a customer focused company.Well Done! Keep it up IPS.Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.
January 10, 200718 yr Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.That's not really "behind", is it? I'm sure they'll have days which are planned just for feature suggestions and days which are planned just for bugfixing - probably when the feature set for new releases is nearly complete?
January 10, 200718 yr Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.Nitpick, much? If there were a lot of bug reports that had been there for quite some time & still ignored until after the release of an upgrade, I can see reason to be concerned; however, let's allow them to do their job before we get too feedback-happy.
January 10, 200718 yr Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.Thats called development, I was complimenting customer services for the company ;) I like the products, but I think there is alot of room for improvement, particularly where gallery is concerned. Looking forward to their being more development updates in the blog - hopefully on the whole range of products.
January 10, 200718 yr Management Thank you for the kind and positive words, Michael. We sometimes feel every detail of our company is overly scrutinized, so it is certainly nice to know that people have noticed the improvements that we've been making. That's of course not to say that there's not more room for improvement, there always is and always bill be. We're on top of it! :)Thanks again.
January 10, 200718 yr I'm also very impressed with the service I've recieved from IPS as well one day last week I put in a support ticket and that same evening my situation was solved :) I also enjoy the "new look" of the client area, I find the colours relaxing and clean & Crisp I'm also enjoying the service I'm recieving from IPS hosting as well, they have allways been there to respond to my Ticket Inquiries in a professional timley manner and solved what ever problem I had Thanks again IPS! :)
January 10, 200718 yr I am TOTALLY impressed and happy with the service and hosting I receive from IPS, they are extremely helpful and prompt with support tickets I have issued, done all my upgrades and have explained things so that a complete Noob like me understands!! Thank you very much!! :D
January 10, 200718 yr Thank you all for the kind words. I know the support department (and all other departments) are happy to know we are on the right track with the customers' needs.
January 10, 200718 yr I agree too. IPS has certainly become a more proffesional company, and the new site should give it a nice first impression :)
January 10, 200718 yr I must also note that IPS has taken a more professional stance in the industry recently, and they have an excellent support team (I still nominate Keith as the SPBT ever, as he is, hands-down :thumbsup:) that is not only efficient and effective, but they have an excellent support resolution time for most problems, and I view that as an important thing as far as customer service is concerned. They have a great developer staff, as well (Brandon, Matt, Josh, etc.). Also, they are collecting the articulated feedback from the user base and utilizing it in the best possible manner, and I commend them for that, as their staff and management deserve it. :) There are places where they can improve, as it is with every company, but I believe they have done an incredible turnaround and they deserve praise for it.Keep up the great work, IPS. ;)
January 11, 200718 yr (I still nominate Keith as the SPBT ever, as he is, hands-down :thumbsup: )Woah, woah, woah! You can't nominate someone as the Self Proclaimed Best Tech ever!
January 11, 200718 yr Woah, woah, woah! You can't nominate someone as the Self Proclaimed Best Tech ever!Excuse me - I meant to say in my opinion, he is the best tech support representative I have encountered.
January 11, 200718 yr Management Don't feed the monkey! In other words, don't inflate Keith's ego. :D In all seriousness though, thank you for the positive feedback. Everyone is working very hard at taking the feedback provided on board in favor of improvement. We'll of course never be able to please everyone or implement every suggestion, but we'll certainly do our best. :)
January 12, 200718 yr Don't feed the monkey! In other words, don't inflate Keith's ego. :DEgo? What ego? :ph34r:
January 12, 200718 yr Excuse me - I meant to say in my opinion, he is the best tech support representative I have encountered.It's ok, you probably just forgot what the "SP" part stood for (though that's the important bit ;))
January 13, 200718 yr It's ok, you probably just forgot what the "SP" part stood for (though that's the important bit ;))Yeah, basically. :P
March 18, 200717 yr I agree. I think the support here is THE BEST. My tickets have been answered very promptly. It's very comforting to know the staff is so good.Terry Freeman
March 18, 200717 yr now all they need is support on weekends :)They do have support on weekends :blink: I submitted a ticket yesterday evening and it was replied to and issue fixed in a couple of hours :D
March 18, 200717 yr now all they need is support on weekends :)Yes, I do need support on weekend, <_< Yesterday noon (Beijing time), I took a new purchase, but it's still at pending status now. I know, when I wake up tomorrow, american are still on weekend, maybe my new purchase will remain pending status until tomorrow night (Beijing time). Although I eager to install the new purchase, but, maybe I must wait. :rolleyes:
March 18, 200717 yr We do have support staff (albeit it in reduced numbers) available throughout the weekend and holidays - however we can't guarantee billing issues (such as the above) will be dealt with over these times - but there are times when they are!
March 18, 200717 yr They do have support on weekends :blink: I submitted a ticket yesterday evening and it was replied to and issue fixed in a couple of hours :Dnice :)the few times I asked for support it was on a friday evening, but it were non urgent matters, so it was no problem to wait till the monday after it. :P
March 18, 200717 yr I am also happy with the customer service of IPB. They have always been very fast and helpful with the issues that I've had. In terms of the comment concerning the bug tracker:Have you looked at the bug tracker? They are really behind, over 70 unfiled bug reports.I think we should find ourselves lucky to know about the bugs that have been found and fixed in the apps we buy from IPS.
March 18, 200717 yr the few times I asked for support it was on a friday evening, but it were non urgent matters, so it was no problem to wait till the monday after it. :PWas this long ago? I cannot remember tickets staying open that long in recent history.
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