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[poyser7]

Hi there,

I submitted 2 tickets through support 2 day ago, and haven’t had a reply yet. Is it working?

Thanks

[Jack]

Hi there!

Everything is working correctly, can you let me know which email you’ve used to submit your tickets in a private reply please and I’ll check to see if we’ve received them and what the status is.

Thanks!

[poyser7]

This reply has been marked as private.

[Craig Corfield]

X this new support is TERRIBLE!!! its taken over 4 days now and still haven’t resolved my embedded google map problem.

PLEASE PLEASE come up with a new support idea…

[Fredisco]

I absolutely agree.

With a forum you can see the latest discussion to see updated things as it’s mostly sorted on dates. Now it’s impossible to find anything.

I was looking for the updates on support for new Woo Commerce 3.0, but if I search I get too many hits. And none are relevant, or useful.
This is really bad..

Before I could find exactly what I was looking for. Now it’s terrible.

[Kyle]

Hey guys,

Our staff still reply to tickets in the exact same manner as they did in the forum, and a big part of the reason we are doing this is because of what Fredisco said. The search can be hit or miss, so we are taking back control of that by curating what articles show up there.

Craig, if you are having trouble with a particular request, the answers wouldn’t be any different form our staff if they were replying to you in the forum. I just looked it up, and they are trying to get to the bottom of your issue but as can be the case at times it takes trying several things if the prescribed manner is not working. The average response times are fast with 4 responses from our staff just within the past 12 hours. Obviously you want to get the issue solved, and that is our primary goal as well – just keep in mind the quality of the support is not changing at all. It’s the same people answering in the same way.

Once the new forums are re-built (multiple crashes daily of bbPress is another major reason why we had to make the switch when we did), we will certainly keep options open for the most beneficial way to provide support whether that be email, forum, or some combination. Either way, the tech we are using now is no longer performing well and the results themselves need to be improved.

[poyser7]

I think the main issue for me is, not knowing if you are looking into it or not. I sent 2 requests and I haven’t had a notification to say that you received my message. With the forum, you can see that your message has been sent. Perhaps a good idea would to have an automated reply to know that you have it?

Jay

[victorlisboa]

I also submitted a ticket through support ONE week ago, and haven’t had a reply yet. I think X Theme people doesn’t realize that one of the main reasons for the success of their product was the quickly and forum-based support. For me, this new support system is the reason I seriously thinking to go back to my old theme.

[popoche]

Hi, i never posted on the forum before but being able to find solutions so fast with a search was one oh the thing that made me go for X and made me feel the community around the theme was really active.

I never needed support because i always found what i want in the forum.

Now i feel a huge thing if taken away with this new system and i really don’t like it.

Sorry for my English, its not very good.

[Jack]

Hi Guys,

Jay, I’ve checked into our system and we haven’t received a support ticket from your email address. Could you try re-submitting the ticket please and let me know once you’ve sent it and I’ll check right away for you.

@victorlisboa, can you let me know which email address you used to send the support request and I’ll check on that for you.

@popoche, Don’t worry! We’ll be having a full searchable knowledge base of questions and answers that will be tailored and easier to find specific answers you need.

Thanks!

[poyser7]

This reply has been marked as private.

[popoche]

@jack, thanks for your reply but knowledge bases are often very generic while forum was a great source of very specific and technical issues with multiples fixes. Will this database include those ?

[poyser7]

Okay, I have no choice but to use this for help!
Ive found out that my account email was wrong which is why I wasn’t receiving a reply from support. A letter was missing due to spell check. Ive tried to edit my email and it doesn’t allow it. Which means If I were to use the new support section, I won’t get any support because all replies are going to the wrong email.
Im actually now trying to source a developer developer and I’ve found 2 to talk to tomorrow for future projects, as this is ridiculous. This method of support is a bit too slow and Im afraid if Im to build professional websites, Im going to need a better customer support than this.
Its so frustrating because I had hi hopes for your service. You used to be so responsive and now Im not getting any help at all, and Ive been let down just before the end of what was the dream project. I fear I might have lost a valuable customer!
🙁

[Kyle]

Hi Poyser7,

Glad you figured it out and sorry to hear it was a typo on your end. Understandably, there isn’t anything we can do about that. Response times are faster on average under the new system, and it is the same people responding so the type of answers or the scope of support has not changed in any way. If you need anything further, feel free to open a ticket and make sure the email on file is correct, and a member of our team will be happy to follow up with you there (closing this thread).

Thanks!

[Author]

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