4 Replies Latest reply: May 14, 2012 9:36 PM by Liam Dilley RSS

    You are dealing with web developers, answer accordingly

    Biz Cat Rich Community Member

      Hi, just a thought in how bc case support seems to be answering their cases. Do they realize that the bc community are web developers? we aren't photoshop users, or illustrator users, we are but we are also developers with typically years of experience and tech support experience with all kinds of web services and technology.

       

      I believe its a huge waste of everyones time when the first suggestions is "flush your cache", or try a different browser... really? you don't think we;ve tried that all before actually submitting a case? web developers know what a cache issue is, they know what a server error looks like, and by using firebug all before they finally submit a case, we expect more than, works on our side, or try a different browser. save that for the non web developer tech support cases.

       

      just my two cents, I love the creative suite of products, but going back to DW MYSQL ftp and a good old LAMP server environment from hostgator is looking better and better everyday if this is going to be how bc partners are going to be treated. whether we have ten, or a hundred sites, a bc partner is usually a web developer and should receive the same level of support. I have most of my clients off bc, as they were clients before i became a partner. My plan was to migrate them over to bc eventually, but i am having second thoughts these days. 

        • 1. Re: You are dealing with web developers, answer accordingly
          kenneth_rapp Community Member

          I think that's just SOP for tech support everywhere. And considering BC's business model is "fire your coders and do it yourself," I wouldn't assume that on average people reporting cases have any great technical acumen, and I wouldn't expect support to do the same.

           

          Biz Cat Rich wrote:

           

          Hi, just a thought in how bc case support seems to be answering their cases. Do they realize that the bc community are web developers? we aren't photoshop users, or illustrator users, we are but we are also developers with typically years of experience and tech support experience with all kinds of web services and technology.

          • 2. Re: You are dealing with web developers, answer accordingly
            Liam Dilley CommunityMVP

            Richard, this is why things are in the works for 2nd level support aspect for certain partners who are experienced. Also, not everyone are developers, with things like Muse a number of people are graphic designers etc. IT is not one type of market BC attracts so 1st level support need to check and cover the basis, just as when you contact support about your PC or mac for example.

            • 3. Re: You are dealing with web developers, answer accordingly
              Biz Cat Rich Community Member

              I can appreciate that, things are looking up, looking forward to improvements, however I did post this after frustration of waiting 6-9 days for case replies of obvious server errors, confirmed by Mario, DB timeouts,, and the only advice they gave was try a different browser...   I usually include screen casts or screenshots to try to be clear so I don't think I was alone in the past week or being frustrated with the way cases were handled

               

              The forums have been the saving grace of this transition, many thanks top you, and Mario. Your replies if not always a solution, were helpful, and is all we were expecting to get from tech support which didn't seem to happen,

              • 4. Re: You are dealing with web developers, answer accordingly
                Liam Dilley CommunityMVP

                Mario is having a much earned break for a week but Sidney is also pitching in a lot here and Chad from BC Gurus is posting some helpful stuff too.

                Making a concious effort here while the support and knowledgebase comes through this bit of a niggle period. (hoping this is all it is)