Dave L Posted February 25, 2007 Share Posted February 25, 2007 Hi,I had previously posted about my experience with IPS Support and how good I found it. Seems many of you agree.I have had reason for submitting a ticket again. After reading a few posts on problems various people had with installing the latest 2.2.2 update I thought I would ask IPS Support to do it for me.Given the release is recent I thought I would be waiting a while. I put the ticket in on Saturday along with all my server/log in details etc. Sunday morning I was surprised to see a reply to my ticket explaining that any mods etc. I may have made could be lost, did I want to continue. Yes please I replied. That was quick.I went out for a couple of hours and when I got back, 'hey presto' the upgrade was done. On a Sunday too!!Even better, I didn't lose any skins, I thought I may have to re-install some components (Who's in Chat and FlashChat integration) but no, all was well :thumbsup: Well done IPS Support Team and a big thank you :) I knew I made the right choice when buying this software. Link to comment Share on other sites More sharing options...
Management Matt Posted February 26, 2007 Management Share Posted February 26, 2007 Thanks for the feedback Dave. :) Link to comment Share on other sites More sharing options...
zigs Posted February 26, 2007 Share Posted February 26, 2007 Hey I will post it here, as didn't want to reply and cause another ticket! Just had an email bout my ticket and it will be seen to soon Ticket ID 347897 just to say my Ticket isn't important and I know your busy so ignore mine til backlog is clear :D Link to comment Share on other sites More sharing options...
Guest Posted February 26, 2007 Share Posted February 26, 2007 replying here doesn't cause tickets... :) Link to comment Share on other sites More sharing options...
zigs Posted February 26, 2007 Share Posted February 26, 2007 replying here doesn't cause tickets... :)Thats why I replied here :blink: as I saw Techs online... Link to comment Share on other sites More sharing options...
UBERHOST.NET Posted February 26, 2007 Share Posted February 26, 2007 It's good to see that the improvements to the support system have resulted in better customer experiences. I certainly prefer to read testimonials instead of "testy moaning ills" lol.Cheers Team IPS. :) Link to comment Share on other sites More sharing options...
Spider-Man Posted February 27, 2007 Share Posted February 27, 2007 Well at least someone is happy. LOL.It's been a little over 24 hours since I submitted my ticket and it's still open with no response. Not even sure what the average response time is for a ticket. Link to comment Share on other sites More sharing options...
stuart harvey Posted February 27, 2007 Share Posted February 27, 2007 Well at least someone is happy. LOL.It's been a little over 24 hours since I submitted my ticket and it's still open with no response. Not even sure what the average response time is for a ticket.about 2 days or the same day Link to comment Share on other sites More sharing options...
bfarber Posted February 27, 2007 Share Posted February 27, 2007 The average response time is a few hours, generally - however our service guidelines state that it can take up to 48 hours for a response. :) Link to comment Share on other sites More sharing options...
dyelton Posted February 27, 2007 Share Posted February 27, 2007 I will say that service has gotten much better over the past few months, especially with the custom services department, though I would like to publicly request custom modification services from Invision once again instead of having to go through a third-party. ;) In the past I had my doubts about where IPS was heading as the support began lacking but I can clearly see that you guys have worked very hard to streamline things so that support tickets and work is done in a timely fashion and done right the first time. I'm proud to be an IPS customer! :D Link to comment Share on other sites More sharing options...
Spider-Man Posted February 27, 2007 Share Posted February 27, 2007 The average response time is a few hours, generally - however our service guidelines state that it can take up to 48 hours for a response. :)I'll give it 48 hours than. After that I'm gonna be displeased. Honestly anything pass 24 hours is already unacceptable to me unless it's during the weekends. Link to comment Share on other sites More sharing options...
Keith J. Kacin Posted February 28, 2007 Share Posted February 28, 2007 Thanks everyone for the positive feedback.I'll give it 48 hours than. After that I'm gonna be displeased. Honestly anything pass 24 hours is already unacceptable to me unless it's during the weekends.We strive to answer all tickets in a timely manner. Sometimes, especially directly after new version releases, there will be a slight backlog and tickets may take longer for a resolution. But I can assure you all tickets will be answered as soon as possible. Link to comment Share on other sites More sharing options...
Management Lindy Posted February 28, 2007 Management Share Posted February 28, 2007 I'll give it 48 hours than. After that I'm gonna be displeased. Honestly anything pass 24 hours is already unacceptable to me unless it's during the weekends.Sorry for the delay. We will unlikely be able to assist you with your army system errors, but a technician will be assisting you with your other issue soon. As 2.2.2 was just released, there is somewhat of a backlog, but you should receive assistance well within the 48 hour mark. Thanks for your patience. :) Link to comment Share on other sites More sharing options...
Spider-Man Posted February 28, 2007 Share Posted February 28, 2007 Yeah that's fine. I don't expect you guys to help out with modification problems. Just wanted to point that out since I got the same errors from the modification and when trying to prune members so they might be related. Link to comment Share on other sites More sharing options...
W13 Posted March 1, 2007 Share Posted March 1, 2007 I too have been extremely happy with not only the responses and help but also the response time! Keep it up! Link to comment Share on other sites More sharing options...
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