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Author Topic: Jonathan, Serious Problems With Your So Called Support Staff  (Read 434 times)

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Offline rob54Topic starter

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Jonathan, Serious Problems With Your So Called Support Staff
« on: December 22, 2009, 12:25:54 AM »

Jonathan,

I have had a support ticket in for four days and your so called "support" staff has not responded. My issue regards my purchase of your Instant Article Wizard software as it has locked me out and doesn't recognize my email address or password. I may have my password mixed up as I only opened IAW once three months ago. However, I do know my two email addresses very well.

This slow or no response from your support staff is apparently typical as I contacted them once before regarding an issue with Nichehorde and it took them three days and a second ticket for them put down their cup of coffee to respond. I even wrote you at the email address you have listed at Paypal when ordering or subscribing to one of your products or services because I really needed help. This was also met with no response.

I have read at least one other person complain in frustration about your support team's insultingly slow response or non response to support tickets. When are you going to address this?

Surely others are having similar problems with Jonathan's non responsive support team. Please chime in if so.
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Offline jorchav

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Re: Jonathan, Serious Problems With Your So Called Support Staff
« Reply #1 on: December 22, 2009, 02:31:30 PM »
Primary guy in tech support is Amin Motin, who is based in the U.K. Keep that in mind when interacting; he's at GMT -0. 

Amin is very good at what he does. He has had problems with his health recently. When Amin is there and working, support is great. When he is out sick, support stops. The problem seems to be that Jon Leger has a great player there, but no "bench strength", no backup, no "2nd best but SOMEone" to respond.

This being Christmas week is probably not helping things either...
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Offline jorchav

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Re: Jonathan, Serious Problems With Your So Called Support Staff
« Reply #2 on: December 22, 2009, 09:10:34 PM »
I just got this support ticket communication from Amin:

ยป Reply by: Amin
Hi Jorge

that's good news. And apologies for the delay, I've just completed an international housemove so everything's a little delayed.

Amin Motin
HelpDesk Moderator
Response Time: 3 Days 22 Hours 14 Minutes    Tue 22 Dec 2009, 18:20pm

O.K. That explains the silence...   :)

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Re: Jonathan, Serious Problems With Your So Called Support Staff
« Reply #2 on: December 22, 2009, 09:10:34 PM »

Offline rob54Topic starter

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Re: Jonathan, Serious Problems With Your So Called Support Staff
« Reply #3 on: December 23, 2009, 09:21:31 PM »


jorchav,

Thanks for this. I'll see what happens.
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