Quote:
Originally Posted by NemesisEnforcer
That's what I was trying to do and I couldn't find answers in their knowledgebase. Therefore, I tried asking questions on the phone but they didn't have time for us.
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NemesisEnforcer,
Your unhappiness with our support is completely understandable. While we do deal with support issues by phone (especially urgent issues or emergencies) unfortunately we're not able to provide quality tech support by phone and still put out our product at an affordable price. We have a ticket system that's checked periodically around the clock, SMS paging to our cell phones for emergency tickets and I'm able to field a lot of basic/general questions personally during the day via email or ICQ. That works well most of the time and we definitely try to accommodate everyone and handle things as best we can.
We're not perfect and as is the nature of any service/support based business there will be times when we fail to meet someone's needs. I'm sorry that you were one of those people and that your experience with us was a negative one.
I'm going to update our FAQ page tomorrow to provide more information on our support methods so no assumptions are made by potential users. Your negative experience could have been avoided if this was clear and you knew this up front.
Ultimately all we can do is strive to get better as our business grows and enhance our product and service so that the majority of our CMS users remain happy and the general tone of CMS posts related to Elevated X remains positive.
Quote:
Originally Posted by xxxjay
Elevated X gets a lot of love of the boards, but we started converting our network to it in late winter...so far it was been a nightmare. The support isn't very good either.
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Jay,
The love we get on boards comes from our average user. If you build a new program from scratch with our platform I'm sure you'll be singing its praises too. Not all clients are the same so a company like OC Cash with a massive 2 program migration project is far more demanding and may equal the routine support load of a few dozen of our "average" users. Getting these done is a juggling act and to be honest we won't likely be taking on as many of these total conversions in the future.
When you get into database conversion, content migration and bulk video encoding with developers working on both sides these projects are always messy. Trust that often it's a nightmare on our end as well. Stuff like this is never as quick or pretty as we'd like it to be and I'm sorry that you're dissatisfied to the point of wanting to make a public post about it and I'm more bothered that you felt this was needed to get our attention...
There have been many phone calls between us and members of your team and countless conversations with your developer (Munki) and many late nights spent working on your stuff throughout the process.
I know you guys are anxious and things are dragging but I can't let your statement "The support isn't very good either" go unanswered since the only true "support" issues you've had with your live Elevated X sites were given prompt attention.
If you want to say we're lagging on a huge multi-site migration that's had a lot of hurdles I won't argue but please don't say that our support isn't good.
I know you're frustrated but our speed on working on very large custom dev projects is no reflection on the way we handle tech support and while I can't argue that progress on your projects isn't as fast as we'd all like it to be, migrations like this account for a very small percentage of clients we service.
We'll call you guys tomorrow to discuss picking up the pace and hopefully move past this quickly.
AJ