Tweet
Hello,
As our forum has grown we have moved away from phpBB to Invision Power Board, however after an issue with the forums that caused me to contact their support department I am very displeased.
First off they claim that they have support people working 24/7, which is completly inaccurate. Sure, you can email them at any time, but no one is there working the tickets at night. Further, I attempted to contact their support department during the day to have a fairly simplistic question answered, only to be told to submit a ticket. The gentlemen I spoke to was not only rude, but basically appeared to have no desire to help me at any level. "Submit a ticket and we can look in to it" was the only response I received over and over, and so when I finally asked why they even have telephone support, he said "basically so we can tell people to email us".
As if that was not bad enough, it has now been more than 72 hours without a response to my ticket, no acknowledgement that it has been looked at, or so on. I called again today for a status update, and I unfortunatley spoke to the same individual the first time who told me that he saw the ticket, and that they would get to it when they could. I asked for a timeframe, but he refused to give me one.
Sorry, but I've really lost interest in running/supporting/paying for a product from a company like that. So, my question is what are the average response times from vBulletin for technical support issues? Will the technical support staff assist in issues over the telephone, or is it strictly by email? Any additional information regarding the support options, etc would be great. I'm ready to pull the trigger on the purchase, I'd just like to hear from individuals who have dealt with support themselves.
As our forum has grown we have moved away from phpBB to Invision Power Board, however after an issue with the forums that caused me to contact their support department I am very displeased.
First off they claim that they have support people working 24/7, which is completly inaccurate. Sure, you can email them at any time, but no one is there working the tickets at night. Further, I attempted to contact their support department during the day to have a fairly simplistic question answered, only to be told to submit a ticket. The gentlemen I spoke to was not only rude, but basically appeared to have no desire to help me at any level. "Submit a ticket and we can look in to it" was the only response I received over and over, and so when I finally asked why they even have telephone support, he said "basically so we can tell people to email us".
As if that was not bad enough, it has now been more than 72 hours without a response to my ticket, no acknowledgement that it has been looked at, or so on. I called again today for a status update, and I unfortunatley spoke to the same individual the first time who told me that he saw the ticket, and that they would get to it when they could. I asked for a timeframe, but he refused to give me one.
Sorry, but I've really lost interest in running/supporting/paying for a product from a company like that. So, my question is what are the average response times from vBulletin for technical support issues? Will the technical support staff assist in issues over the telephone, or is it strictly by email? Any additional information regarding the support options, etc would be great. I'm ready to pull the trigger on the purchase, I'd just like to hear from individuals who have dealt with support themselves.
Comment