PhotoPost Community - View Single Post

sifuhall · November 22nd, 2005, 11:55 PM

I guess we will have to chalk it up to different experiences.

I have never had an issue with support at vBulletin, vBadvanced, incursio, ensim, drupal, urchin, etc.

Apparently you have had many bad experiences at many places and that is very sad that you were not treated better.

Believe me, I understand how difficult customer relations can be. I am an admin on two of the largest sites on the web (both are listed on big boards) and constantly have to go beyond what some would call reasonable measures to ensure the happiness of our users.

If this had been my only issue, or even my first few experiences with support I would have followed up several times beyond the initial complaint and the single bump that I gave. Even though you would never admit publicly that support dropped the ball on this I think inside you know where the fault lies.

The fact is I had previously been treated with such contempt and disdain that any time I had a support request I actually dreaded posting any sort of request for help.

Michael P has posted many times that he has learned from his mistakes and is trying to make the support much better here, and I sincerely hope he does, but asking someone why they did not continually bump an issue (although I did bump it once) when the environment is such that a customer dreads posting any sort of support request does nothing to address the real issue.

It is really wonderful you spend your time here trying to help others and suggesting ways they may get better results from the support team. That displays not only your confidence in the products but also your faith in the support team.

It must be difficult to understand why so many of us have had different experiences. For example, I have had several different photopost licenses, beginning back when it was still in PERL, review post licenses, and a single classifieds post license, and it was a very long road for me to go from "wow, photopost works well with my forum and allows my users to upload images without a fuss" to "I can no longer deal with (what I percieve as) a lack of support and being treated so poorly that I will abandon my licenses and my hard earned money in search of something else".

In all honesty, I do not think we are helping anything by continually beating this dead horse. I have been forced back into a relationship with a company that tried so hard to lose my business previously and I cannot say I am very happy about it. I will continue to watch the quality of support here and if it has not improved I will (once again) take my business elsewhere.

If you are interested in some of the major problems I have had with support here please send me a pm or an email and I will be glad to share them with you. I do not think posting them here will in any way help matters.
Keep up your hard work here. Photopost needs you and others like you if they are ever going to have a thriving community and demonstrate to their customers they value their business and do not simply want their money.

November 22nd, 2005, 11:55 PM	#15 (permalink)
sifuhall Member Verified Customer Join Date: Jul 2003 Posts: 81	I guess we will have to chalk it up to different experiences. I have never had an issue with support at vBulletin, vBadvanced, incursio, ensim, drupal, urchin, etc. Apparently you have had many bad experiences at many places and that is very sad that you were not treated better. Believe me, I understand how difficult customer relations can be. I am an admin on two of the largest sites on the web (both are listed on big boards) and constantly have to go beyond what some would call reasonable measures to ensure the happiness of our users. If this had been my only issue, or even my first few experiences with support I would have followed up several times beyond the initial complaint and the single bump that I gave. Even though you would never admit publicly that support dropped the ball on this I think inside you know where the fault lies. The fact is I had previously been treated with such contempt and disdain that any time I had a support request I actually dreaded posting any sort of request for help. Michael P has posted many times that he has learned from his mistakes and is trying to make the support much better here, and I sincerely hope he does, but asking someone why they did not continually bump an issue (although I did bump it once) when the environment is such that a customer dreads posting any sort of support request does nothing to address the real issue. It is really wonderful you spend your time here trying to help others and suggesting ways they may get better results from the support team. That displays not only your confidence in the products but also your faith in the support team. It must be difficult to understand why so many of us have had different experiences. For example, I have had several different photopost licenses, beginning back when it was still in PERL, review post licenses, and a single classifieds post license, and it was a very long road for me to go from "wow, photopost works well with my forum and allows my users to upload images without a fuss" to "I can no longer deal with (what I percieve as) a lack of support and being treated so poorly that I will abandon my licenses and my hard earned money in search of something else". In all honesty, I do not think we are helping anything by continually beating this dead horse. I have been forced back into a relationship with a company that tried so hard to lose my business previously and I cannot say I am very happy about it. I will continue to watch the quality of support here and if it has not improved I will (once again) take my business elsewhere. If you are interested in some of the major problems I have had with support here please send me a pm or an email and I will be glad to share them with you. I do not think posting them here will in any way help matters. Keep up your hard work here. Photopost needs you and others like you if they are ever going to have a thriving community and demonstrate to their customers they value their business and do not simply want their money.