No Support, What Would You Do?
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Hi Everyone,
I purchased an addon last year. I got some support from the developer during the first 30 days but it didn't resolve my issue entirely.
An update was issued a few months later in response to a support request I posted. This didn't fully resolve the problem.
I've asked for help over the last few months and sent a couple of private messages but got no response. The developer is active on the C5 site so they can't have missed my messages.
It is not an expensive addon but it is an important one for me. I know that some addons surely don't reimburse the developer for their work and I've offered to pay the developer to fix it but again I didn't get a response. I've also asked for a few pointers on how I could go about fixing it myself.
I really hate posting a bad review, I've never had to do that but I don't know how to proceed. What would you do?
Best wishes,
Mike
I purchased an addon last year. I got some support from the developer during the first 30 days but it didn't resolve my issue entirely.
An update was issued a few months later in response to a support request I posted. This didn't fully resolve the problem.
I've asked for help over the last few months and sent a couple of private messages but got no response. The developer is active on the C5 site so they can't have missed my messages.
It is not an expensive addon but it is an important one for me. I know that some addons surely don't reimburse the developer for their work and I've offered to pay the developer to fix it but again I didn't get a response. I've also asked for a few pointers on how I could go about fixing it myself.
I really hate posting a bad review, I've never had to do that but I don't know how to proceed. What would you do?
Best wishes,
Mike
I wouldn't be so sure they've seen your inquiries.
I get hundreds of pm's, support requests, emails, phone calls, text messages every week from users on this site that feel those are the best avenues to get support. I ignore almost all of it.
I feel like that's why we have a support ticket system for products.
I try to get to all of our support tickets. I know I don't always get them all. My recommendation would be stay on the ticket. Keep replying to the ticket. Let them know a bad review will have to ensue if they do not help.
Use the ticket system though. Anything outside of that is likely ignored and forgotten.
And also bare in mind...a developer might have simply been overwhelmed with other projects, jobs, family, health....ect. They may have simply forgotten.
Stay on the ticket. Stay after them.
ChadStrat
I get hundreds of pm's, support requests, emails, phone calls, text messages every week from users on this site that feel those are the best avenues to get support. I ignore almost all of it.
I feel like that's why we have a support ticket system for products.
I try to get to all of our support tickets. I know I don't always get them all. My recommendation would be stay on the ticket. Keep replying to the ticket. Let them know a bad review will have to ensue if they do not help.
Use the ticket system though. Anything outside of that is likely ignored and forgotten.
And also bare in mind...a developer might have simply been overwhelmed with other projects, jobs, family, health....ect. They may have simply forgotten.
Stay on the ticket. Stay after them.
ChadStrat
Thanks I've taken that advice and re-opened an old ticket to draw attendion to the new discussion. We can't raise tickets after the 30 days (I understand).
I completely sympathise that people can have all sorts of issues to deal with or miss things. I feel that this person is a good guy and did a lot of work on a fix that didn't quite come off so I still don't want to put a bad review at this stage.
If it was a customer's site though i would have had to ask for a refund within the 30 days, which is probably 10 months ago.
Thanks for your advice.
I completely sympathise that people can have all sorts of issues to deal with or miss things. I feel that this person is a good guy and did a lot of work on a fix that didn't quite come off so I still don't want to put a bad review at this stage.
If it was a customer's site though i would have had to ask for a refund within the 30 days, which is probably 10 months ago.
Thanks for your advice.
PS if you only answer support tickets you will miss problems that might be caused to users who are beyond the limit of raising tickets.
This is not directed personally at Radiantweb:
Developers, please don't make the mistake of thinking that the developer is busy and the buyer has all the time in the world, I work a 10 hour day plus commuting before I start to look at my websites so by the time I've sent 10 unanswered communications I am seriously frustrated and I'm sure I am not unique.
This is not directed personally at Radiantweb:
Developers, please don't make the mistake of thinking that the developer is busy and the buyer has all the time in the world, I work a 10 hour day plus commuting before I start to look at my websites so by the time I've sent 10 unanswered communications I am seriously frustrated and I'm sure I am not unique.
>> I try to get to all of our support tickets. I know I don't always get them all. My recommendation would be stay on the ticket. Keep replying to the ticket. Let them know a bad review will have to ensue if they do not help.
That's not the buyer's problem. It's not their responsibility to "stay on the ticket" until they get past the auto-reply that's sent when a ticket is filed or, should that not work, to begin threatening a bad review.
The developer has some level of responsibility to respond to tickets. If they don't because they don't care, or they're too busy because they're overwhelmed by buggy code or poor documentation, or they have other projects, or jobs, or whatever, then that's fine. But other potential purchasers should be made aware of it.
I might go to a restaurant but the chef was sick and had some school work and his mind on another restaurant he's opening up and some family problems and couldn't maintain food safety and I get salmonella. That's too bad for him, but it's worse for me and any future diner who aren't able to make an informed decision.
That's not the buyer's problem. It's not their responsibility to "stay on the ticket" until they get past the auto-reply that's sent when a ticket is filed or, should that not work, to begin threatening a bad review.
The developer has some level of responsibility to respond to tickets. If they don't because they don't care, or they're too busy because they're overwhelmed by buggy code or poor documentation, or they have other projects, or jobs, or whatever, then that's fine. But other potential purchasers should be made aware of it.
I might go to a restaurant but the chef was sick and had some school work and his mind on another restaurant he's opening up and some family problems and couldn't maintain food safety and I get salmonella. That's too bad for him, but it's worse for me and any future diner who aren't able to make an informed decision.
Look at it another way. You not posting an accurate and candid review within a reasonable time has indirectly led to countless other people going through the same experience in the last year.