Thread

I would hope so, he helped a lot of souls out here.
Nice to hear EL is getting staffed up.

Congratulations to the new TSS!

Did we lose a certain Austrian based support member at the same time as gaining one?

Did we lose a certain Austrian based support member at the same time as gaining one?

No, Ingmar hasn’t worked for EllisLab for awhile now.

Did we lose a certain Austrian based support member at the same time as gaining one?

No, Ingmar hasn’t worked for EllisLab for awhile now.

Wow!! Did I miss something?

I hope he’s okay? I see he was here just a few days back.

Best wishes to Ingmar wherever he is and with whatever he’s doing.

Mark

I don’t want to ruffle any feathers but as a brand spanking new member—who as of this writing has still not yet managed to install EE 2 after 3 days—I’d like to weigh in and offer my own perspective on this. I’ve been in touch with an EE rep via email, but only superficially, apparently in order to explain to me how EE technical support works (in a nutshell: visit the forum for support or feel free to ask for a refund. Yikes.).

It would be one thing if the software was free, but as the commercial license is a healthy $300, I could be forgiven for thinking that more traditional direct technical support was a foregone conclusion. (I had come to EE under the great misconception that the forums were merely supplementing an existing support infrastructure)

After much work getting geared up to implement EE for my client, I’ve since then been sitting on my hands. My new pastime is repeatedly hitting the refresh button on a forum thread looking for any sign of a new reply. It’s Monday afternoon here on the East coast (“fulltime” support on a West coast workday means 3 hours less for us BTW), and I’ve been waiting for some mano-a-mano help since Thursday of last week. So far the support has been, um, sparse.

I came to EE with great expectations and am quite astonished that this is what passes for “support”. It’s not like I need hand-holding; just a few well-placed instructions will do.

So please—pretty please—move to traditional customer support and rely only on your forums for supplemental knowledgebase information.

Hi, ImagineSurf.

Can I help you out? DM me…

TTFN
Travis

Just wanted to say that we LOVE EE. Have had zero support issues.

Try getting the same level of support from Business Catalyst.

I know it is an older threat - but anyways: I really like EE but the customer service really sucks. Just for a reply to an answer you have to wait a day or two - or if you complain about bad customer service and that a rep is not even reading your questions completely but sends an unqualified answer - which extends the “waiting period” even further - you might have to wait some extra days in the dark corner as a punishment for complaining.

That is not professional behavior. We are selling your EE and our expertise to our customers and we have to rely on Ellis Lab for some help from time to time.

To have to wait for such a long time for every single answer is not acceptable!

If nothing changes in CS, I am going to look for an alternative - even if I have to start over with learning a new system. It is for sure better than getting ignored by the Ellis Lab so called “Customer Service”.

Personally the reason I don’t post my 10c to folks with tech support questions is that if I post, the customer is going to be placed at the end of the queue to get official support from EllisLab. Even if i’m pretty sure I know how to fix a particular problem, I wouldn’t want to be responsible for a 24 or 48 hour delay in the user getting an official response..

Just to be clear, this was changed quite a while ago and we’ve already updated it again to stream line it since this thread started.

So to confirm Leslie (want to make sure here): if I post now into someone else’s tech support request it has no effect on how quickly that request will be reviewed to by EllisLab?

That’s correct Iain.

BS

Personally the reason I don’t post my 10c to folks with tech support questions is that if I post, the customer is going to be placed at the end of the queue to get official support from EllisLab. Even if i’m pretty sure I know how to fix a particular problem, I wouldn’t want to be responsible for a 24 or 48 hour delay in the user getting an official response..

Just to be clear, this was changed quite a while ago and we’ve already updated it again to stream line it since this thread started.

So to confirm Leslie (want to make sure here): if I post now into someone else’s tech support request it has no effect on how quickly that request will be reviewed to by EllisLab?

That’s correct Iain.

BS

Do you have an example thread you can point to where this is happening?

I know it is an older threat - but anyways: I really like EE but the customer service really sucks. Just for a reply to an answer you have to wait a day or two - or if you complain about bad customer service and that a rep is not even reading your questions completely but sends an unqualified answer - which extends the “waiting period” even further - you might have to wait some extra days in the dark corner as a punishment for complaining.

That is not professional behavior. We are selling your EE and our expertise to our customers and we have to rely on Ellis Lab for some help from time to time.

To have to wait for such a long time for every single answer is not acceptable!

If nothing changes in CS, I am going to look for an alternative - even if I have to start over with learning a new system. It is for sure better than getting ignored by the Ellis Lab so called “Customer Service”.

There is no punishment for complaining. Do you have an example where you feel you are being punished for complaining? We’ve been working hard to improve things and if both the issues you raise are real, I want to know so I can change it. To my knowledge neither is happening. I can ask our staff to review the response times to your threads and see if anything is happening that shouldn’t be.

How many do you want me to post here?

On top of that:
Your response time still sucks! We are a paying customer since EE 1.3 or so with a few direct licenses and a bunch of customer licenses. We never really needed help but tried to get the answers off the forum. But now, since we needed some help, your customer service does not even read the questions completely. And I am talking about Kevin here - but not even 1 other CS person jumped in to help.

Also, after every comment one makes to explain it _again_ to the CS, one has to wait another day or 2.

As you might figured - I am “a little” upset right now.

How many do you want me to post here?

On top of that:
Your response time still sucks! We are a paying customer since EE 1.3 or so with a few direct licenses and a bunch of customer licenses. We never really needed help but tried to get the answers off the forum. But now, since we needed some help, your customer service does not even read the questions completely. And I am talking about Kevin here - but not even 1 other CS person jumped in to help.

Also, after every comment one makes to explain it _again_ to the CS, one has to wait another day or 2.

As you might figured - I am “a little” upset right now.

I found your support thread klinge, I’ll review it with Kevin in the morning. If you want a refund on your EE2 license, just email sales and reference this post and we’ll see to it.

Right now we are hiring another full-time support person and what Kevin says in your reply is true, since we’re currently down 1 staff we are simply behind on some responses and I am sorry for that.

But, I do want to clarify that nobody is punished for complaining and when someone from the Community answers a support question it does not impact response time at all. Our system specifically tracks response times and automates our support response order so there is no favoritism/punishment happening.

Has this gotten any better? I too HATE to complain, but I seem to have the same issues as klinge. I also have a corporation relying on responses. They are less than pleased with the fact that I have needed to “wait” for responses, or in many cases, NO responses. Why is this? it becomes frustrating to say the least.

I love Expression Engine and want to continue using it, but I must say that the support is lack-luster at best.

I am referencing my latest here:  http://ellislab.com/forums/viewthread/210086/

Any answers as to why this is the case would be nice. ESPECIALLY since I am answering to a “higher power”. This puts my a$$ on the line. I REALLY don’t like that.