bfcrew Posted May 5, 2010 Share Posted May 5, 2010 I submitted ticket from Apr 29.. Moved to Tier 2.. and now Tier 3.. It's been 4 days and without reply. I wonder if my support ticket was buried in there.. I really need support, since I was upgrading to IPB 3 and now I have to take my board offline because IPB 3 killed my server. My board is offline for a week.. and I can't do anything except if IPS support helping me.. Link to comment Share on other sites More sharing options...
Wolfie Posted May 5, 2010 Share Posted May 5, 2010 What's your ticket #? One of the staff might look it up for you to find out whats going on. Link to comment Share on other sites More sharing options...
Carl M Posted May 5, 2010 Share Posted May 5, 2010 Its been moved to Tier 3 for one of the devs to take a look at it (ive been in a similar situation in the past), it takes longer for a ticket that a dev is assigned to due to the complexity of the bug and to find and fix the issue along with other tickets they will already be dealing with - im sure you will hear from IPS very soon :) Link to comment Share on other sites More sharing options...
Mark Posted May 5, 2010 Share Posted May 5, 2010 Hello, Tickets in Tier 3 require developer attention and typically take slightly longer to investigate then general support tickets. 4 days is slightly concerning though. I just took a quick look at our Tier 3 department and couldn't see any issues which have been open that long. Could you provide a ticket ID number and I'll chase that up for you? :) Link to comment Share on other sites More sharing options...
bfarber Posted May 5, 2010 Share Posted May 5, 2010 Mark, I've already been working the ticket. :) That's why you don't see it open any longer. Link to comment Share on other sites More sharing options...
Mark Posted May 6, 2010 Share Posted May 6, 2010 There you go then :) Link to comment Share on other sites More sharing options...
bfcrew Posted May 10, 2010 Author Share Posted May 10, 2010 I'm still suffering from really slow loading page since I upgraded to IPB3. I did everything to clean this mess from pruning inactive members from 180k to 100k, optimize database, and even installed Sphinx as IPS support suggested me. But still there's something wrong with my board, WaitQ are still high in the peak time and made my board the slowest board ever. Support didn't help much as I need to wait for atleast 3 days to get reply. So please check my ticket again.. Ticket #653954 It's been 2 weeks.. And I started to thinking converting to vBulletin so maybe I won't get so much hassle as IPB does.. Link to comment Share on other sites More sharing options...
Wolfie Posted May 10, 2010 Share Posted May 10, 2010 I'm still suffering from really slow loading page since I upgraded to IPB3. I did everything to clean this mess from pruning inactive members from 180k to 100k, optimize database, and even installed Sphinx as IPS support suggested me. But still there's something wrong with my board, WaitQ are still high in the peak time and made my board the slowest board ever.I can't speak on behalf of IPS and I'm sure this won't help your situation, but it's entirely possible that there's something else causing the issue you're experiencing. When neowin.net switched to IPB3, the site kept having high server loads. Turned out that the search engines were all swarming on it like a pack of dogs on a 3 legged cat. They had to modify the robots.txt file in order to get the engines to chillax on the searches and that fixed the problem. That's one case of the SEO URL's bringing on problems instead of desired visitors. Link to comment Share on other sites More sharing options...
bfarber Posted May 10, 2010 Share Posted May 10, 2010 I'm still suffering from really slow loading page since I upgraded to IPB3. I did everything to clean this mess from pruning inactive members from 180k to 100k, optimize database, and even installed Sphinx as IPS support suggested me. But still there's something wrong with my board, WaitQ are still high in the peak time and made my board the slowest board ever. Support didn't help much as I need to wait for atleast 3 days to get reply. So please check my ticket again.. Ticket #653954 It's been 2 weeks.. And I started to thinking converting to vBulletin so maybe I won't get so much hassle as IPB does.. In the interest of being open, you actually got a response to your ticket the same day it was opened. Your ticket just wasn't resolved same day, because you are experiencing issues of a more advanced nature which requires more attention. Your last response was Friday afternoon, and tier 3 staff are not generally available over the weekend. It's just a matter of bad timing - no one is purposefully ignoring the ticket. That said, I'll see what I can do to get your ticket attended to. Most tickets don't stay open this long, and you've hit a fringe case that simply requires more work than normal. Link to comment Share on other sites More sharing options...
bfcrew Posted May 11, 2010 Author Share Posted May 11, 2010 I can't speak on behalf of IPS and I'm sure this won't help your situation, but it's entirely possible that there's something else causing the issue you're experiencing. When neowin.net switched to IPB3, the site kept having high server loads. Turned out that the search engines were all swarming on it like a pack of dogs on a 3 legged cat. They had to modify the robots.txt file in order to get the engines to chillax on the searches and that fixed the problem. That's one case of the SEO URL's bringing on problems instead of desired visitors. Thanks for your concern, but I didn't use SEO URL nor interested to it. I just need my board to run normal as before. In the interest of being open, you actually got a response to your ticket the same day it was opened. Your ticket just wasn't resolved same day, because you are experiencing issues of a more advanced nature which requires more attention. Your last response was Friday afternoon, and tier 3 staff are not generally available over the weekend. It's just a matter of bad timing - no one is purposefully ignoring the ticket. That said, I'll see what I can do to get your ticket attended to. Most tickets don't stay open this long, and you've hit a fringe case that simply requires more work than normal. I truly understand that the last response is Friday, so that means I will have another response in Wednesday? Link to comment Share on other sites More sharing options...
bfarber Posted May 11, 2010 Share Posted May 11, 2010 I truly understand that the last response is Friday, so that means I will have another response in Wednesday? I brought your ticket to the attention of management so they could investigate. If you have concerns about response time at any time, this is your best option. Management are there to ensure we're all doing our jobs, doing it correctly and efficiently, and to make sure customer needs are being met. If you feel that you are "slipping through the cracks", so to speak, don't be afraid to contact management to let them know. Link to comment Share on other sites More sharing options...
bfcrew Posted May 13, 2010 Author Share Posted May 13, 2010 It's Thursday now and there's no single response... Link to comment Share on other sites More sharing options...
Mark Posted May 13, 2010 Share Posted May 13, 2010 My apologies for the delay. I've replied to your ticket and will make sure it gets seen to properly. Please let me know if you have any other concerns :) Link to comment Share on other sites More sharing options...
Mike Anime Posted May 13, 2010 Share Posted May 13, 2010 switching to vB will cause more issues than it will solve. their support sucks and threads like this go un answered by staff and those are the ones that do not get deleted. it might even get you an infraction. vB4 is NOT stable. you have to get the vb4 licence just to download 3.8.5 and on top of that you have to get the Suite for lifetime support. Link to comment Share on other sites More sharing options...
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