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SOLVED RT Support Has Been Sucking For Me

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  • SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    #633443

  • Re: SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    • To be honest, I'm right there with you. I've had 3 support requests in the past that haven't been answered. I wasn't even given a "Hey, I'm not sure what could cause this, but I'll check." and if they couldn't figure it out, they couldn't even tell me, "I'm sorry, I can't figure out this problem. I'll try to get someone else to assist you in the meantime."

      RT: We pay YOU for support. That's why we think it's nonsense to have to pay $75 for support that half the time, we don't even get!
    #633612

  • Re: SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    • 5 months ago, I'd be the first to leap in here and stand up for RT. I used to get outstanding support here. Even if they couldn't solve every little stupid problem I had, at least I always got a reply. But lately it's been unbearable. Makes me wonder why I paid...
    • Last Edit: 14 years 2 months ago by Frank Gore.
    • Frank Gore
      www.friendlyphotozone.com
      THE Place to Discuss Photography
    #633624
    • Henning's Avatar
    • Henning
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    Re: SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    #633629

  • Re: SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    • Henning wrote:
      Hence I don't think support sucks. Frankly I feel a bit insulted.
      So I suck? My colleagues suck? Working for you every day including sundays + holydays sucks?
      Every mod pushing out 300 to 500 posts a months sucks?
      Oh blah, stop putting words in our mouths. "Support" can suck without the staff sucking on an individual level. Nobody's putting the personal character of RT staff on trial. So stop being offended.
      Henning wrote:
      www.rockettheme.com/forum/index.php?f=15..._v=viewtopic#p633297
      membership expired
      But no reply given whatsoever, not even "Membership expired, sorry"
      Henning wrote:
      www.rockettheme.com/forum/index.php?f=15..._v=viewtopic#p586897
      no link ... no information ... so no help possible
      But no reply given whatsoever, not even "Please provide required info"

      Having a support request go completely ignored for days is frustrating. No reply = no support. I'm sure you could point to all my other support requests and claim they got resolved too, but it wouldn't show the amount of time and effort it took for me to get someone to answer in the first place these last few months. At one point, I had 4 support requests open for DAYS, and I had to send an email directly through the site to get anyone to even look at them.

      I don't expect miracles. I don't expect support requests to be answered on weekends or holidays or at ridiculous times of the day. I wait and wait and wait some more, and when my support requests go unanswered for more than a few business days... I get a bit aggravated.
    • Last Edit: 14 years 2 months ago by Frank Gore.
    • Frank Gore
      www.friendlyphotozone.com
      THE Place to Discuss Photography
    #633642
    • Henning's Avatar
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    Re: SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    • I see your point. I do think you have have waited too long on certain support requests.
      No way around it. You had some hard cookies like
      "Title Not Wrapping In Module". As I say we try to improve and to get better.
      Seems like that is not enough for you.

      But you may understand that I'm identifying myself with Rocketheme and the support-crew.
      You can't split that. You say you have been "deeply insulted" by not getting answer.
      I say I get insulted when you say support sucks.
    #633654

  • Re: SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    • I've posted nearly 600 replies in 2 weeks on different gaming forums and clan sites. It's not that hard- just time consuming. Well, it'd be nice to at least know that our support requests have been acknowledged. As GoremanX has said, no responses were given to me. How am *I* suppose to know I need more information so you guys can answer it, if no one says anything? I hate it when most helpers think, "Nah, I'll let some other guy handle that one," because then, if everyone thinks that, NO ONE will get to the issue that needs to be solved. Remember that this reflects you guys. We're voting with our money at the moment.
      Here's a hint, to prevent feeling insulted, you could just make sure that doesn't happen by at least trying to solve all. Yes, it requires a lot of working responding to a support request.

      As GoremanX said, we (as customers) aren't expecting miracles, but we DO wait for a while when an appropriate time comes (like during the week) and even then it seems ridiculous.

      If it's a problem with how many moderators/forum administrators you have, then maybe you should put a note out there that you guys are hiring, so that you guys can do the best you can to help everyone out. That's how you get customers, that's how you guys get the money, and that's how businesses are known - by their services and how well they respond to support.

      Looking at your profile it says you joined in 2008. Your profile says that you also posted about 7,500 posts. So if you guys were pushing 300-500 posts/replies a month, and 3 years for you specifically, I'm pretty sure you'd have more than what you do now. I'm just throwing that out there.

      EDIT: Oh, and if you want good feedback, then good support might help. :)
    #633658
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    Re: SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    • How am *I* suppose to know I need more information so you guys can answer it, if no one says anything?

      You have never seen this?

      These posts are sticky on top of each template-specific forum ...

      Never - Always
      Tips and Tricks and Tutorial Links
      Top Tips for Support
    #633668
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    Re: SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    • I've posted nearly 600 replies in 2 weeks on different gaming forums and clan sites. It's not that hard- just time consuming.


      aha I understand: ... what we do here is really not so hard. So you think we answer only easy questions on a gaming-forum-level.
      Well I think you are wrong.
    #633670

  • Re: SOLVED RT Support Has Been Sucking For Me

    Posted 14 years 2 months ago
    • Oh, I see.
      Well yeah, you're right then. That 100% explains why mods shouldn't reply and moreover just ignore people's requests. It's not guidelines, that I'm worried about, it's the fact that mods are seeming like they're too lazy about posting a simple "Please provide more information." If that's too much, maybe that person shouldn't be working in the forums? Because it'll happen to other people and not just me. That's just fact.
    #633674

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