I know there are probably more threads like this, but I want to start one anyway.
We’ve been using EE for 3 years now professionally. We’ve launched tons of EE websites on EE1 and a few now on EE2. I used to love EE for two main reasons; the system was great and the support was top notch.
While I still think the system is great, I feel like the support has gone down hill since EE2 was released. I’ve been holding off making this thread, hoping that it was temporary but it is really so unreliable and slow with many issues that I don’t know what we are paying for.
We pay for EE (and all the plugins that we have to get to do a standard build) because we expect a solid product that has a team behind it. While EE support does handle bugs very very efficiently (100 points for this), I feel like general support is lacking compared to the old days.
Now I won’t be a jerk and say EE support is the worst or anything, because you do get help eventually, I will state that it is way too slow for a premium service. I am comparing this to many other products that we purchase and also to EE’s old track record of excellent and quick help. Now, you can expect to wait a whole day to even get a reply from admins about your issues.
Working professionally, this wait really is a big problem. The simple solution is for EL to hire more people to staff their forums. Every issue should at least get a reply within the hour like in the old days. Support should work with customers, especially ones that purchase new EE licenses on a regular basis for new clients.
Does EL know this is a problem? Are there some limitations that are preventing this?
EE used to be A+ with customer support and I’m afraid now I’d rate it in the B range. Even some obscure EE plugin/extension developers respond faster to requests than EL does at this point.
If cost is an issue, why not charge for a premium support subscription? Although I think this is ridiculous, if it makes it so our issues are looked into more quickly, it would be worth the investment. When working professionally with EE, a whole day wait time for even a reply to a question is way too long, because usually this means it might take another day or more to work through it. And by then it might be too late.
I’ll end here, but I hope EL really takes these types of feedback seriously. I’ve seen others write about this, and I’ve been patient, but that patience is starting to wain a little.
Still, I like EE, we’ll continue using it but I’d like to once again feel like I can get quick support when I run into a jam like we used to get.