Support? Where do you get it?

petertdavis · #1 01-07-2006, 12:03 AM

Is Juan on vacation or something? He told me to let him know if I had any questions, as I'm newly installing vBSEO on one of my forums. Well, I had a question, and it's been more than a day with no reply. Jelsoft never leaves me hanging for more than a half-hour or so. If you want to justify the prices you're charging for your products, the support needs to be there to back it up. Is there a help desk somewhere? When I log into the members area at vbulletin.com, it's very neat, I can see my licenses, the link to download software, and a handy link to the help desk area. Does vBSEO have something like that? I don't see anything. Where's the support?

Keith Cohen · #2 01-07-2006, 12:29 AM

Where did you post it? I only see one other post by you, and it's regarding vBPortal CRR's, and there have been replies to it.

For now, the support is here on the forums for the most part. They will be adding a ticket system in the future.

petertdavis · #3 01-07-2006, 12:33 AM

I sent it to him directly. I generally don't like posting support issues in public. Dunno why anyone would.

Keith Cohen · #4 01-07-2006, 12:35 AM

Oh, well, yes, in that case you would have to wait on him to return since you sent it only to him.

If you look around here, and on vbulletin.com (since you mentioned it) MANY people post on support forums for help.

Alternatively, you can send it to Oleg in Juan's absence.

BamaStangGuy · #5 01-07-2006, 02:13 AM

I have gotten nothing but excellent support here. Juan is not the only one capable of providing it

Oleg has helped me a ton on here.

Oleg Ignatiuk · #6 01-07-2006, 04:29 AM

Hello Peter,

sorry for delay, this is mostly because of holidays time

Juan will return shortly (on January 8), otherwise feel free to PM me your questions.

Michael · #7 01-07-2006, 12:19 PM

Quote:

Originally Posted by BrentWilson

I have gotten nothing but excellent support here. Juan is not the only one capable of providing it

Oleg has helped me a ton on here.

I couldnt agree more, i have recieved timeless support from the vBSEO Staff in total, when you are referencing the vBSEO Staff in comparison to the vBulletin Staff you are actually only taking into account the work of Juan against a professional team of over 21 people - people like Oleg and John also provide invaluable help and support, and if i may say so myself people ConqSoft and other vBSEO users also provide excellent support through issues they themselves have had to overcome.

ADM · #8 01-07-2006, 12:28 PM

Indeed, I've had nothing but fantastic support from the vBSEO team.

Ace Shattock · #9 01-07-2006, 04:20 PM

Quote:

Originally Posted by BrentWilson

I have gotten nothing but excellent support here. Juan is not the only one capable of providing it

Oleg has helped me a ton on here.

I'll add my 'me too' to that as well.

Even times where I was SURE there was nobody around to answer my thread, Oleg has come through pretty much immediately.

Support (via these forums) has always been excellent.

Of course, I have never had anything I wanted to keep overly secret when doing so...hence haven't worried about posting it publically. That way, other people who might have had the same issue would be assisted as well.

petertdavis · #10 01-08-2006, 08:17 PM

It's not really that I want to keep it a secret, Juan told me to contact him if I had any questions. I'd prefer a ticketing system to submit support issues, because I just don't feel comfortable sharing with the world every time I have a question or problem with a product. I think it's really obvious to benchmark yourselves against Jelsoft, so just match their level of support and you'll do fine.

BamaStangGuy · #11 01-08-2006, 08:53 PM

Well hopefully you come out of this happy with the service

petertdavis · #12 01-08-2006, 08:59 PM

Jury's still out, but honestly the biggest advice I'd have for them so far is just get a helpdesk! No other complaints.

Mert Gökçeimam · #13 01-08-2006, 10:01 PM

Quote:

Originally Posted by petertdavis

It's not really that I want to keep it a secret, Juan told me to contact him if I had any questions. I'd prefer a ticketing system to submit support issues, because I just don't feel comfortable sharing with the world every time I have a question or problem with a product. I think it's really obvious to benchmark yourselves against Jelsoft, so just match their level of support and you'll do fine.

But if you share your try to get your answers from the board other people may be able to find a solution maybe for the same problem you missed. In this case you'll also assist vbseo team by decreasing support requests.
I've purchased vbseo 2 days ago and within this time they amazed me with their support.

Ashley · #14 01-08-2006, 10:21 PM

Quote:

Originally Posted by BrentWilson

I have gotten nothing but excellent support here. Juan is not the only one capable of providing it

Oleg has helped me a ton on here.

You can say that again, the man went and helped on my company site (and I mean helped on the site not just told me what to do) that has nothing to do with VB and made a seo matter work for me. I can never speck to highly of him and the team. Each and every one of them are gents who are allways ready and willing to help. Remeber we all have a life away form a keyboard (I think).

BTW I think this is the best support I have ever come across for software anywhere and this is why I keep coming back to post and read. Look up my user name on vba and vb.org and you will see I do not post in software forums. And the why they take on peoples views in the vision updates is amazing, I have never come across anything like it.

petertdavis · #15 01-15-2006, 04:24 PM

I'm still waiting for a reply. Not that the issue itself is really important, but it is interesting that I'm still waiting for a reply. I can't think of any reason that Juan would intentionally want to ignore me, but that seems to be what's happening.