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'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.

Feedback noted. It's a shame we've gotten off on the wrong foot.

If you've nothing further to add, then I'll close this topic in case it gets out of hand.

Feedback noted. It's a shame we've gotten off on the wrong foot.

If you've nothing further to add, then I'll close this topic in case it gets out of hand.

I take it you've never heard of a Service Level Agreement then...

I think you are being really silly.

lol @ -rep for posting honest feedback, nothing new there I guess.
The point of this thread is to provide feedback. Just because someone doesn't agree with it doesn't mean it's not appropriate, or deserves -rep.

Is the software decent? I can't say, its only been a few hours , but it does look decent.

Is the support acceptable? From what I've experienced (so far), not in the slightest. If putting something in the 'wrong department' (which it wasn't) means it's going to get delayed 12+ hours, then perhaps those understaffed departments need more staff, or people need to think outside of the box, and stop listening to ticket systems as to when to help someone.

Anyways, the feedback's been left. No, it's not an unreasonable expectation to want tickets answered same business day at all, especially when one is a new customer.

So assuming your argument all new users should be given faster support then old users. Yeah, that seems fair... :(

I think your being ignorant and not reading the replies that everyone has given, including the Staff themselves.

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.

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. :)

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.

Tom, I honestly do not know what else to say. If you wish to make an official complaint, then you are welcome to email us.

Feedback noted. It's a shame we've gotten off on the wrong foot.

If you've nothing further to add, then I'll close this topic in case it gets out of hand.

If you find the terms of your license unacceptable (2 business days support turnaround), why did you purchase it?...

Clown.

You know, 14 hours is far too long to just let a ticket go without even bothering to respond to it.
Of course, during that time, I was able to find and handle the issue myself, but if this is the typical 'response time', I'll find somewhere else to take my business.

I'm not an impatient guy, 4-5 hours is reasonable, at least as long as things are submitted during business hours (which this was), but 14 hours is pushing it.
Even better? A second reply took 45 minutes or less. Kinda ironic.

The moral of the story? DON'T keep your customer waiting. If they open a ticket, they deserve a non automated reply, same business day, urgent or not.

When I call my bank, do I get put on hold for 14 hours? Of course not.
When I open up a ticket with any major company (except IPB), do I get put on hold for 14 hours? No. In fact, this is the most horrific support time I've seen.
Just a few examples of what I'm talking about here:

Softlayer - major corporation, major clients, 1000s of clients - 2 hours max for initial response
Hivelocity - same thing, maybe 3 hours

I could go on and on and on, but the point is that 14 hours is pushing it for response times. If it takes you that long to get a response, you need help.

Nonsense. Both are 'web services companies', both serve 1000s of clients, yeah, that's not apples to oranges at all. Just because one handles servers and one handles code doesn't make one any different from the other.


Until they ignore your request for hours on end. The point is that if they CAN'T provide same day responses to clients, they need to expand their support services.
Sure, I found out my own answers after waiting a few hours, but I shouldn't have to find out my own answers here.
Sure, I could have called in for support, but I shouldn't have to call in for support on a webhosting package (and yes, it wasn't only a license that was purchased, but a webhosting package with that).



Automated replies are not human and do not count, which is why I specified non automated

When emails are sent, and support tickets are opened, it's only proper and polite, from a company perspective to respond to that (a human response) within the same business day. Even something as simple as I'm working on this now will do wonders when dealing with clients. Ignoring your client's ticket (for whatever reason) for 14 hours is unacceptable, and it only shows that you don't care about your client's business. It's a brush off, it's rude, and it's horrible business practice.

If any of my clients opened up a ticket, it would be responded to within the same business day. Now, sure, I'm just a one man show, and have only a few clients, but still, that response would be there within the same day. NOT doing so is just wrong.

Maybe, just maybe I didn't buy that specific license?
I purchased a hosting package, which did not come with that specific license. ALL that is said about thiat is as follows:



Nothing about time limitations, or anything else.

I purchased the hosted package deliberately, as I need off network support forums, and, wanted to test a few things out with IPB, as a customer of another forum software originally.


Yeah, encourage abuse of critical issues. That's the ticket


Yet, they still work business hours no?


And again with the hints of spending more money. Not going to happen. Why should I spend more money when you've already proven you're going to ignore my requests anyways?

Hello,

The blog is an application that plugs-into IP.Board. There is no way to run the blog without an installed IP.Board. It was never designed to be a standalone product. :)

Hello,

The blog is an application that plugs-into IP.Board. There is no way to run the blog without an installed IP.Board. It was never designed to be a standalone product. :)

Indeed, this reinforces the need to ensure you are only handing out moderation privileges to those who can be fully trusted and who take reasonable measures to secure their own accounts.

And I finished it.

Indeed, this reinforces the need to ensure you are only handing out moderation privileges to those who can be fully trusted and who take reasonable measures to secure their own accounts.

I have been thinking about this a lot, actually. Nothing will be changed for 3.0.3 as we're close to wrapping that up but I do have a few ideas.

My first one was to set a flag to note that a skin needs recaching instead of actually recaching it. This would mean that when the skin is loaded, it would check to see if it needs recaching first and if so, then recache it. This effectively distributes the caching over several page loads. The downside is that there may be times where an instant recache of one skin is required. I'll have to look into it more before committing code changes. Most likely we'll introduce the flag system along side the instant recache system.

Ah, that's a good idea to add an option to "Flag as spam" when managing the validating queue. I'll try and get this in for 3.0.3