Support Tickets?

officepc · 03-09-2010

I have e-mailed, sent in a support ticket, and even used the contact us method. I have yet to get a single response from eSyndicat at all. How long does it take for them to respond?

I have been a customer for years, and it never took this long to get a response. I have projects just sitting and waiting for them.

Simon Gooffin · 03-09-2010

Hi,
Please let us know your ticket ID. Unfortunately we don't have a way to support on weekends + this Monday (March, 8) is the official day off - so this weekend started today for us.

officepc · 03-09-2010

Monday is a day off? Must be nice. lol

Ticket #OZB-133840

artmacc44 · 03-09-2010

Maybe their should be fast track for fee and increased responses to forum postings...for the license fee maybe an extra management fee would help response times..its a thought.

Simon Gooffin · 03-10-2010

Yeah, 8th,March is the holiday in all former Soviet republics

Something like Mothers Day..

I replied to that ticket. Issue has been solved. Thanks for your patience.

artmacc44
Are you talking about a premium paid support?

If so - right now there is no way to do that as it would require more responsibility and at least 24/7 support but we cannot afford that. And if customers pay we should provide top notch service for them

artmacc44 · 03-10-2010

not necessarily 24 hour support...more support from answering all forum questions...the software is so powerful it does so many things..that lots of questions arise...I did a quick query of number of posts with zero responses..Showing results 1 to 30 of 200
maybe more moderators..create more JINGs on using the software...just brainstorming ideas.. Art

Simon Gooffin · 03-10-2010

Thanks Art, yeah, we do understand this all

Every day we have 20-30+ ticket we need to reply as well and as a result we don't have enough time and human resources to satisfy all the customers. Right now I see the following solution - made our software as easy to use as possible + it should have as less bugs as possible as well.

BTW, Maria has already completed the manual and we will release it soon for 2.3 version

That should solve some questions also

artmacc44 · 03-10-2010

Hi Simon,
Thanks for your feedback

I look forward to the new manual.
Art

Simon Gooffin · 03-11-2010

It has been updated here. You can download it here:

eSyndiCat Admin Panel Manual

03-09-2010	#1
officepc Join Date: Jul 2006 Posts: 4	Support Tickets? I have e-mailed, sent in a support ticket, and even used the contact us method. I have yet to get a single response from eSyndicat at all. How long does it take for them to respond? I have been a customer for years, and it never took this long to get a response. I have projects just sitting and waiting for them.

03-09-2010	#2
Simon Gooffin Administrator Join Date: Sep 2005 Location: Intelliants LLC Posts: 8,607	Hi, Please let us know your ticket ID. Unfortunately we don't have a way to support on weekends + this Monday (March, 8) is the official day off - so this weekend started today for us. __________________ Best Regards, Web Directory Script, Auto Classifieds Script , Affiliate Management Script, Article Directory Script Recommended Hosting IF YOU NEED TO CONTACT ME DO THIS IN HELPDESK. All PMs will be ignored

03-10-2010	#5
Simon Gooffin Administrator Join Date: Sep 2005 Location: Intelliants LLC Posts: 8,607	Yeah, 8th,March is the holiday in all former Soviet republics Something like Mothers Day.. I replied to that ticket. Issue has been solved. Thanks for your patience. artmacc44 Are you talking about a premium paid support? If so - right now there is no way to do that as it would require more responsibility and at least 24/7 support but we cannot afford that. And if customers pay we should provide top notch service for them __________________ Best Regards, Web Directory Script, Auto Classifieds Script , Affiliate Management Script, Article Directory Script Recommended Hosting IF YOU NEED TO CONTACT ME DO THIS IN HELPDESK. All PMs will be ignored

03-10-2010	#6
artmacc44 Join Date: Feb 2010 Location: Orlando FL Posts: 55	yes..premium support not necessarily 24 hour support...more support from answering all forum questions...the software is so powerful it does so many things..that lots of questions arise...I did a quick query of number of posts with zero responses..Showing results 1 to 30 of 200 maybe more moderators..create more JINGs on using the software...just brainstorming ideas.. Art Last edited by artmacc44; 03-10-2010 at 04:16 AM.

03-10-2010	#7
Simon Gooffin Administrator Join Date: Sep 2005 Location: Intelliants LLC Posts: 8,607	Thanks Art, yeah, we do understand this all Every day we have 20-30+ ticket we need to reply as well and as a result we don't have enough time and human resources to satisfy all the customers. Right now I see the following solution - made our software as easy to use as possible + it should have as less bugs as possible as well. BTW, Maria has already completed the manual and we will release it soon for 2.3 version That should solve some questions also __________________ Best Regards, Web Directory Script, Auto Classifieds Script , Affiliate Management Script, Article Directory Script Recommended Hosting IF YOU NEED TO CONTACT ME DO THIS IN HELPDESK. All PMs will be ignored

03-10-2010	#8
artmacc44 Join Date: Feb 2010 Location: Orlando FL Posts: 55	Hi Simon, Thanks for your feedback I look forward to the new manual. Art

03-11-2010	#9
Simon Gooffin Administrator Join Date: Sep 2005 Location: Intelliants LLC Posts: 8,607	It has been updated here. You can download it here: eSyndiCat Admin Panel Manual __________________ Best Regards, Web Directory Script, Auto Classifieds Script , Affiliate Management Script, Article Directory Script Recommended Hosting IF YOU NEED TO CONTACT ME DO THIS IN HELPDESK. All PMs will be ignored

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