Matt

Well, I don't think I can say anymore. I've stated my case which I think is reasonable. I'm genuinely sorry for the way that you feel. :)

I sincerely don't wish to antagonize but I would like to respond to the points raised here.

Firstly, we do not ignore anyone. Our ticket system generally sorts by the oldest first. It's not like we see tickets and deliberately ignore them. We just work them in order.

I think that a 17 hour turnaround on a conversion query is acceptable given the nature of the request. As mentioned above, you can call us if your site is down and this pages our hosting team. That's 24/7. You can also mark tickets as "Critical" if they genuinely are. This ensures that vital issues are taken care of ASAP.


It's one click to remove the critical flag and another to remove that ability from a customer if it is abused.


There is no way you can have "cheap", "fast" and "good". With all due respect I think that you are getting good service for the $0.66/day you're paying for your hosting account.

I'm sorry you feel that way.

As stated in our standards of service page, we ask that you allow a 48 hour window for a reply. Of course, if it is urgent then you can make use of the 'Critical Issue' flag in the client center. This is for people who have a critical issue like their board is down, etc.




I have looked up your ticket and I see that it was a general question regarding conversion that you chose to send into the Conversions and Transfers department. Ideally, that would have gone to sales as the C&T department is manned by fewer staff members than the technical support and sales departments. I realise that it's not abundantly clear but generally unless it is a matter dealing with an ongoing conversion or you are scheduling a conversion then you shouldn't need to send a ticket directly to it.

If you would like faster guaranteed response times then you could consider purchasing a business license.

Our biggest mistake was leaving the oven on when we went out shopping.

We really need to move most of that into a class. I'll go through and make the relevant functions public.

Yeah, I like it. Just changed it now for 3.0.4

Yeah, I like it. Just changed it now for 3.0.4

Ok, that's done. From 3.0.4 you can use:

$postClass->setBypassPermissionCheck( true );

And it will not bother you with user based permission errors. It still ensures you sent across a proper user and that the forum is capable of receiving a topic/reply/edit.

Ok, that's done. From 3.0.4 you can use:

$postClass->setBypassPermissionCheck( true );

And it will not bother you with user based permission errors. It still ensures you sent across a proper user and that the forum is capable of receiving a topic/reply/edit.

Yeah, I like it. Just changed it now for 3.0.4

Just added that back in for 3.0.4 (locally). You're welcome.

A reasonable request. I'll add it in for 3.0.4.

A reasonable request. I'll add it in for 3.0.4.

Just added that back in for 3.0.4 (locally). You're welcome.

A reasonable request. I'll add it in for 3.0.4.

A reasonable request. I'll add it in for 3.0.4.

Seriously, this has come up many times before and it all boils down to what kind of forum you run. What use would we have for large obtrusive topic icons here? I can't think of many to be honest that would contribute something useful to the display.

If you have a forum on tech, then I guess it makes some small sense but clear writing and an appropriate topic title should negate the need for imagery to reinforce the topic's point.

For example:

Apple releases updated iMac line
New features spotted at Facebook

Seems a little pointless to me.

Just added that back in for 3.0.4 (locally). You're welcome.

Seriously, this has come up many times before and it all boils down to what kind of forum you run. What use would we have for large obtrusive topic icons here? I can't think of many to be honest that would contribute something useful to the display.

If you have a forum on tech, then I guess it makes some small sense but clear writing and an appropriate topic title should negate the need for imagery to reinforce the topic's point.

For example:

Apple releases updated iMac line
New features spotted at Facebook

Seems a little pointless to me.

Our biggest mistake was leaving the oven on when we went out shopping.

Just added that back in for 3.0.4 (locally). You're welcome.

Just added that back in for 3.0.4 (locally). You're welcome.

Sorry, would quickly like to address this:



The point being that if the conversion department has 5 conversions that need to be performed ahead of your ticket which was just asking a question, then you will have to wait longer than if it went into sales. Generally speaking, there are more people active in sales and technical support and tickets are turned around faster in those departments.

Well, I don't think I can say anymore. I've stated my case which I think is reasonable. I'm genuinely sorry for the way that you feel. :)

I'm sorry you feel that way.

As stated in our standards of service page, we ask that you allow a 48 hour window for a reply. Of course, if it is urgent then you can make use of the 'Critical Issue' flag in the client center. This is for people who have a critical issue like their board is down, etc.




I have looked up your ticket and I see that it was a general question regarding conversion that you chose to send into the Conversions and Transfers department. Ideally, that would have gone to sales as the C&T department is manned by fewer staff members than the technical support and sales departments. I realise that it's not abundantly clear but generally unless it is a matter dealing with an ongoing conversion or you are scheduling a conversion then you shouldn't need to send a ticket directly to it.

If you would like faster guaranteed response times then you could consider purchasing a business license.