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.
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.
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,
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)