How long personal and priority support is responded?

[bblount]

Originally Posted by bvaliron

There is still this awkward statement on the "support form" page:
"...however we may not respond if we feel the information is clearly available in the above links."
Suppose a user is asking through the support system a question whose answer is deemed "clearly available from the above links". He will then not get any answer. However, from his point of view, his message did get lost, and he will assume the service is bad. This does not sound to me like good publicity... Maybe an email kindly redirecting the user to the forum would be better?

I agree that even if the question is an obvious FAQ that support should at least send back a one liner saying "This question is answered in the FAQs <link>."
If needed just make a button on the support system for that very response.

Not responding is not a good solution for paid customers.

[Sherry]

Originally Posted by Sherry

Rob posted some time back that he was working on a new support system. I noticed the new look to the support form awhile back and from the looks of it he has finished it and they are testing it out now? That new ticketing system should help a lot with keeping track of and responding to support requests.

I thought I should clarify my above statement where the support form says:
"We are now trialling a new support system. The aim of this system is to lead users as quickly as possible to solutions to common problems and questions."
As FM continually improves their support that statement may be from an earlier improvement so please don't take what I posted as literally without confirmation from Rob.

Sherry

[nricciardi]

Isn't that amazing that the new system is still not in place?

Come on.... a support/trouble ticket system. Rob should be able to install this puppy in a matter of days. Oh, excuse-me, let's be fair: in a matter or hours!

[tuatara]

As an Enhanced account user, i am very disappointed with the priority support that i have paid for.

Normal support is in most cases in 1 working day..

As a support specialist, i have installed several helpdesk systems over the years, if you need a lot of work for an advanced system, why not temporary install something like this in 1 or 2 hours?
That would be very helpful right away, and is perhaps even more complete.
It is just an example there are dozens of good systems.

I'll wait to see how this develops before i am going to migrate our users to FM



btw the Fastmail application is great !

[tuatara]

How long personal and priority support is responded?

Update:
Priority support for an Enhanced account user can take longer then 4 days now (still no answer)

I've tried this:
read FAQ
a Post in forum
mail to support
use the mail form as mentioned here: http://www.emaildiscussions.com/show...55&postcount=4
mailed to Rob.

i'll keep you up to date..

[hankfoner]

Originally Posted by tuatara

Update:
Priority support for an Enhanced account user can take longer then 4 days now (still no answer)

I've tried this:
read FAQ
a Post in forum
mail to support
use the mail form as mentioned here: http://www.emaildiscussions.com/show...55&postcount=4
mailed to Rob.

i'll keep you up to date..

Something has obviously gone wrong here - and it shouldn't! I posted on these forums very recently and got an answer from Rob immediately. So, obviously FM is trying to give good service. This doesn't make the lack of a reply to account holders any less upsetting and FM should try hard to fix it. But at least my experience shows that they do care. Good luck and keep us posted!
Hank

[tuatara]

Got response today !, i am testing to see if it is the solution .

[markhd]

Originally Posted by astrodog73

I must say that the few times I have had to submit a support request - I had responses within 24hr with problems fixed straight away.
I have two enhanced accounts - which is only US$80pa - I don't feel this amount of money specifically entitles me to service within minutes though!

The few times I have had to use support, they did not respond at all. Then I would start sending email, and eventually I'd get someone's attention, and they'd nicely, though in a hopelessly unscaleable manner, assist me via email.

I pay for an enhanced account, and pay extra for extra storage. Nobody is sticking a gun to Fastmail's head saying to offer support at too-low prices, or to not have an option to pay more for better support, so why do they do it?

I'm sorry to post so late to this seemingly dead thread, but this is where I'm first hearing about them finally apparently moving towards a half-decent ticket tracking system. About time.

I like fastmail, except their approach to support is lousy and unacceptable. I trust them to determine a fair price at which they can provide decent support, and then I want to pay it. I think that is fair. What more can I do?