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| Support isn't good enough here. | |
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| Tweet Topic Started: Apr 5 2005, 04:12 PM (1,846 Views) | |
| Deleted User | Apr 6 2005, 08:31 PM Post #46 |
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Deleted User
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The questions I've had usually take longer than that, because not many people, if any, know the answer, otherwise I'd have known it myself.  I had one that took about 2 months. But part of that was because I don't like bumping my topics except once every week or two, so they quickly get buried.
I'm sure it's something like 25 times more questions asked in the forums than in tickets. But that's not usually a problem, since there are more than 25 times the number of members who know what they're doing than there are staff. |
 
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| Das | Apr 6 2005, 08:33 PM Post #47 |
Smells of rich mahogany
  ![]](../../../../0/1/0/p601690/pipright.png)
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I hope I am part of the 25 *wags tail* If you have a problem with the support go somewere else, try there support, and you will be back in a day prasing IF. |
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| Brandon | Apr 6 2005, 08:34 PM Post #48 |
 
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To be fair to the starter of this topic, we can't assume our support is perfect. Criticism is fine as it can help us fine tune support. |
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| RenaH | Apr 7 2005, 01:23 PM Post #49 |
Product Might Contain Lame
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Aye, but the support here is good, its efficiant thought there are some topics that go unanswered but members answer them so as far as the topic starters comment goes, its innacurate, the support here is adequite thought there is room for improvement 
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| Ann A | Apr 7 2005, 02:01 PM Post #50 |
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Member
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I have always gotten the answers to any questions I have placed and usually with delightful results, if you don't explain properly what you need the answer too, it may take a while, but then that could be because people aren't too sure what your asking. But on the whole through searching and through asking you can usually get there eventually. After all if you don't ask you don't get! And as to the staff here they do an amazing job, as they do need to eat sleep and work like the rest of us, they aren't infallable, but their the best!  
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| Stephen | Apr 7 2005, 03:48 PM Post #51 |
Twilight is upon me, and soon night must fall.
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While every company is never perfect, our support is certainly not bad. Its not the worst you'll find. As Phrank said, there are much worse, especially paid services. For a free service, we are very good. And we could be better if the following happened: Everyone took 5 minutes to glance through the do's and don'ts of the main board rules and the support forum rules along with the Manual. The User read through the pinned topics and the first 2 pages of that forum for 5 minutes to see if their question was answered. The User then took 5 minutes to post a detailed report of their problem and included any additional information they know we'd need with their report. Support Users Stopped calling themselves Support Volunteers and trying to become staff by posting useless posts that help no one. Instead they can call themselves Support Members as they are Support Forum Members only and have no official standing. They then take 5 minutes to post a detailed answer. Those who doublepost or post after the question is answered don't make a big deal of it and neither do the person who posted the correct answer first. Instead the one who double posts just edits and says, look above, Not beat or darn you so and so. or too slow. Because that is the main problem. SPEED. This is what it all comes to. You all, every one of you wants your question answered RIGHT AWAY. And that's where there's a problem. If everyone slowed down and took 5 minutes for each post, we'd have a more organized support forum, with detailed answers, happier members and less junk. I, Mez, Seth and certain members spent time writing those pinned topics to help you the member. They do us no good if we write it and no one reads it. I can guarentee that almost 90% of Support Questions are in the FAQ. If they aren't, then perhaps you should pm me and tell me what support question needs to be added. The basic issue is speed. If you want a good answer, then take your time and post a good detailed report of the problem. Granted there will still be members who post useless answers. Then you notify me. And I'll deal with them. We have restricted support for those who don't take their time and waste ours. And we'll continue restricting people as necessary. |
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| desdemona | Apr 8 2005, 11:11 AM Post #52 |
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wow, give me some of the support he's having! :blink: It must be pretty friggin awesome to make IF support look bad... I've used the support ticket system a couple of times and I was VERY impressed, knocks the socks off many paid services in my opinion |
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| Seth | Apr 8 2005, 11:42 AM Post #53 |
I has a pony
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And again in fairness to the original poster, sometimes people slip through the cracks; hundreds and hundreds of questions come in every day, whether by topic or by ticket. Sometimes I'll be doing tickets and a new one will come in so I'll do it immediately. That user probably thinks our support is insane; they got an answer in 3 minutes. But sometimes a question will be shuffled up the ladder to an admin and so even though we see your ticket, you won't get a reply for a week. It's just the way things are. |
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