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Support (my strong concerns)


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#1 ♥ Adam ♠

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Posted 17 June 2011 - 07:43 AM

So for sometime I've been able to view the topics within the support forum (although I would imagine posting this fact, may soon restrict it).


And while I noticed there is a lot of activity in regarding IPB (forum), I noticed a little more than a few, unanswered and un-addressed questions for Invisions many other products. Which leaves me to wonder if this community is not so friendly & freely to forth coming information or the scopes of the questions, just are very complex and no one here has the answers!? But then I have to wonder, why doesn't the staff address these topics?

So my question for both staff and customers is... Why are there more than a few topics un-addressed and how helpful do you find the support forums for other Invision products, besides the foums (IPB)?

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#2 Alex

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Posted 17 June 2011 - 07:50 AM

So for sometime I've been able to view the topics within the support forum (although I would imagine posting this fact, may soon restrict it).


Regarding your first point, you've said this numerous times, but whenever we have asked you to provide proof of this you haven't been able to show us. We've tested non-customer accounts and none of our tests allowed us access to those forums.

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#3 ♥ Adam ♠

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Posted 17 June 2011 - 07:53 AM


Regarding your first point, you've said this numerous times, but whenever we have asked you to provide proof of this you haven't been able to show us. We've tested non-customer accounts and none of our tests allowed us access to those forums.

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#4 Andrej

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Posted 17 June 2011 - 07:54 AM


Regarding your first point, you've said this numerous times, but whenever we have asked you to provide proof of this you haven't been able to show us. We've tested non-customer accounts and none of our tests allowed us access to those forums.


I can't read the topics in the customer forums, but I can access it as a non-customer. (This account)

#5 PSNation

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Posted 17 June 2011 - 07:56 AM

So for sometime I've been able to view the topics within the support forum (although I would imagine posting this fact, may soon restrict it).


And while I noticed there is a lot of activity in regarding IPB (forum), I noticed a little more than a few, unanswered and un-addressed questions for Invisions many other products. Which leaves me to wonder if this community is not so friendly & freely to forth coming information or the scopes of the questions, just are very complex and no one here has the answers!? But then I have to wonder, why doesn't the staff address these topics?

So my question for both staff and customers is... Why are there more than a few topics un-addressed and how helpful do you find the support forums for other Invision products, besides the foums (IPB)?


The fact is the support is almost like a chain; if I have a problem I will post it in the community forums and 90% of the time it will get an answer. If it does not then I will go to the client area where the staff are assigned to deal with the issue and they do it in a very time effective manner.

If your forum is down you click the client critical box which normally prompts a response within 10 minutes. The community does a lot and helps a lot of people and I highly doubt as Alex has said; you can see the customer forums.

Proof maybe?
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#6 Andrej

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Posted 17 June 2011 - 07:56 AM

sometime I've been able to view the topics within the support forum


Your above screenshot does not show that.

#7 ♥ Adam ♠

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Posted 17 June 2011 - 07:57 AM


I can't read the topics in the customer forums, but I can access it as a non-customer. (This account)


See screen shot above.

You'd think someone would lie about this?! :rolleyes:

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#8 PSNation

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Posted 17 June 2011 - 07:59 AM


See screen shot above.

You'd think someone would lie about this?! :rolleyes:


Proves the correction

Its impossible for you to view them topics you can only see the list so how POSSIBLY could you judge the support from a topic view list

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#9 ♥ Adam ♠

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Posted 17 June 2011 - 08:03 AM


The fact is the support is almost like a chain; if I have a problem I will post it in the community forums and 90% of the time it will get an answer. If it does not then I will go to the client area where the staff are assigned to deal with the issue and they do it in a very time effective manner.

If your forum is down you click the client critical box which normally prompts a response within 10 minutes. The community does a lot and helps a lot of people and I highly doubt as Alex has said; you can see the customer forums.

Proof maybe?


As I understand it, the support system is for technical issues (problems). So yes, if my forum was to crash or I received some odd error... I'm sure they would be all over it.

But for less emergency questions such as... Does anyone know how to make a BB code for X? Or other important questions that have gone un-answered, such as Custom Field / Action question for Nexus.

It the odd ends (non emergency) topics or questions I wonder about

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#10 PSNation

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Posted 17 June 2011 - 08:05 AM


As I understand it, the support system is for technical issues (problems). So yes, if my forum was to crash or I received some odd error... I'm sure they would be all over it.

But for less emergency questions such as... Does anyone know how to make a BB code for X? Or other important questions that have gone un-answered, such as Custom Field / Action question for Nexus.

It the odd ends (non emergency) topics or questions I wonder about


Now,

It is described as a support ticket so if you have something unanswered which is hampering your personal experience it can be asked in there.

I am guessing that with your supernatural account you can see the modification requests forum for such requests as BB Codes?

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#11 ♥ Adam ♠

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Posted 17 June 2011 - 08:05 AM


Proves the correction

Its impossible for you to view them topics you can only see the list so how POSSIBLY could you judge the support from a topic view list


0 replies + X amount of time of thread = No answers

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#12 Ryan Ashbrook

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Posted 17 June 2011 - 08:05 AM


As I understand it, the support system is for technical issues (problems). So yes, if my forum was to crash or I received some odd error... I'm sure they would be all over it.

But for less emergency questions such as... Does anyone know how to make a BB code for X? Or other important questions that have gone un-answered, such as Custom Field / Action question for Nexus.

It the odd ends (non emergency) topics or questions I wonder about


You can submit general questions to the ticket system as well, so long as it's regarding a function within one of the products.
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#13 Alex

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Posted 17 June 2011 - 08:06 AM


As I understand it, the support system is for technical issues (problems). So yes, if my forum was to crash or I received some odd error... I'm sure they would be all over it.

But for less emergency questions such as... Does anyone know how to make a BB code for X? Or other important questions that have gone un-answered, such as....

Custom Field / Action question

for Nexus.

It the odd ends (non emergency) topics or questions I wonder about


You're assuming from what the topic title says, you can't possibly know what the actual question is. Just for your reference, the user is asking for help on a making a custom PHP file - which is outside the scope of our support, and is also something that not all of our customers would be able to assist with.

I don't see how you can judge the support when you can't actually read the topics..
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#14 ♥ Adam ♠

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Posted 17 June 2011 - 08:15 AM

Is it good company policy to lock pre-sale questions you dislike?

My question seemed to be a valid one. I was not attempting to troll. In Invision 3.1, I could not see the topics before. I was surprised I could in 3.2. If this is standard for everyone now, then I was unaware & do apologize. But the fact that I can not "read" the topic and only view it the title, start date, and how many replies, does not remove my concerns about support and thus makes it a valid question.

If you visited a support forum and saw topics on page 1 and they were weeks or maybe a months old, without replies... You could indeed be a little concern that it was lacking.

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#15 PSNation

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Posted 17 June 2011 - 08:16 AM

Of the ones there 2 have no replies and they are both advanced questions or general talk

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#16 ♥ Adam ♠

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Posted 17 June 2011 - 08:19 AM

Of the ones there 2 have no replies and they are both advanced questions or general talk


Could you please be so kind as to confirm this in the Blog, Nexus, and Gallery forums?

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#17 Marcher Technologies

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Posted 17 June 2011 - 08:20 AM

You, sir, do not know when to stop Gnawing the bone. 10/1 these unanswered topics you see are Advanced high-level questions and such.
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#18 ♥ Adam ♠

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Posted 17 June 2011 - 08:24 AM

You, sir, do not know when to stop Gnawing the bone. 10/1 these unanswered topics you see are Advanced high-level questions and such.


I do not understand why my question was seen with such hostility. It was a valid questions and it was drawn from valid concerns.

0 replies + weeks / months + "X" amount of such topics = Pre-sale concerns

I was not trying to attack Invsion or put down anything. It was a valid point of view.


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#19 PSNation

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Posted 17 June 2011 - 08:27 AM


Could you please be so kind as to confirm this in the Blog, Nexus, and Gallery forums?


Unless you confirm to me your purchase of these I do not see the need to

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#20 ♥ Adam ♠

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Posted 17 June 2011 - 08:28 AM

http://community.inv...39858-pre-sale/

I do not understand why my question was seen with such hostility. It was a valid questions and it was drawn from valid concerns.

0 replies + weeks / months + "X" amount of such topics = Pre-sale concerns

I was not trying to attack Invsion or put down anything. It was a valid point of view.


I have my answers. Thank you.

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