Where’s the support team?!

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Status: not a support question
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    • #17935

      rfischmann
      Member

      Up on the top, a message reads:

      “Your tickets will usually be processed within 24 hrs, sometimes might take up to 48 hrs, so please be patient! Thank you.”

      24h is good, 48h isn’t ideal but it’s okay.

      There are tickets taking lots of days, even weeks or months to be fully replied and solved.

      You guys should honor what we pay for support. This is not acceptable.

    • #17941

      Jacob
      Staff

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    • #18092

      rfischmann
      Member

      Criticism remains, lots of unanswered topics after days/weeks. I’m starting to regret renewing my yearly support plan for Newsbeat.

    • #18093

      marcorroma
      Member

      Too many unanswered questions.
      Support is not responding once a month.
      We work as you work, if you do not respond to assistance for days / weeks, you stop our work.

      I would like to renew my assistance, but if you don’t answer I won’t do it.

      • This reply was modified 2 w, 5 d by  marcorroma.
      • This reply was modified 2 w, 5 d by  marcorroma.
    • #18106

      rfischmann
      Member

      Jacob used to reply ALL pending topics once every 1-2 days. Now he just shows up maybe once a week, selects 1-2 topics to reply (ignores all the others) and usually doesn’t even give useful answers that really clear and solve pending issues.

      I really don’t know what’s going on here.

    • #18126

      rfischmann
      Member

      Hey Jacob, why don’t you spend your quarantine time clearing all pending topics here? We, your paying customers, would really appreciate it.

    • #18143

      Jacob
      Staff

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    • #18146

      rfischmann
      Member

      My most important open/pending tickets have anything to do with specific customizations, as far as I can remember. They’re mostly bugs/non-functional features in the theme or its plugins.

      We’re all under quarantine, Jacob. I haven’t left my home for more than 10 days now (actually just once, 3 days ago, to buy some medicine for my daughter).

      I hope that you don’t have COVID-19, but if you do, take care and get well soon!

    • #18151

      marcorroma
      Member

      I live in Italy. Do you have to say more?
      Bad life here.

    • #18152

      Jacob
      Staff

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    • #18154

      rfischmann
      Member

      The situation in Italy (and now in Spain, too) is very, very sad. Sometimes I feel that we’ll soon all woke up from a nightmare.

    • #18167

      rfischmann
      Member

      How are you feeling, Jacob?

    • #18169

      Jacob
      Staff

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    • #18173

      rfischmann
      Member

      You should stay positive indeed, Jacob. I hope you get 100% better soon.

      We’re still in total lockdown and will probably be for another 2-3 weeks at least. It’s very hard, but at least we’re all healthy.

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