Disappointed by lack of support on forums
Hi,
Sitefinity support used to be so great at responding to new posts but in the last couple of years it seems like it has been dropping off drastically. I have 2 recent forum posts (one is 5 weeks old) and neither have had a single peep from SF.
http://www.sitefinity.com/devnet/forums/sitefinity/developing-with-sitefinity/password-protect-site.aspx
http://www.sitefinity.com/devnet/forums/sitefinity/general-discussions/forum-permissions-bug.aspx
I'm wondering what is going on and why support has decreased so heavily. Has anyone else experienced this?
Ben
I've noticed this as well and I've been considering submitting support tickets rather than posthing on the forums. It's a shame and certainly not in Telerik's best interest if we all start doing that but at least we'll get responses and maybe they'll get the message.
--Steve
I noticed this as well.
@Markus
Yes, so long as there is a formal support option, then I think that the forums being primarily a peer-peer support mechanism is acceptable, particularly if you are find or get a solution quickly, or if it's a low-priority issue.
However, there is obviously a wealth of information available that currently requires opening a support ticket to access, and then waiting the mandatory period for a response - which for most is 48hrs to first reply. It must get tedious answering the same questions over and over.
I've said it before, that Telerik are wasting a valuable resource by not turning their support ticket solutions into generalised KB articles - currently there are only 30 KB's for V5.
Hi Marcus,
Believe me, I'd prefer to use the forums as well for the same reasons you listed. Not to mention that SF has a very helpful user community and I'm personally very grateful for that. But there are occasions when the user community can't provide an answer and it's frustrating to wait endlessly. Particularly when you consider most people post when they're having an issue that affects either development or impacts the live site.
--Steve
@SteveV
If you need an answer quickly, open a support ticket immediately.
@Markus
Wow, i agree with the original poster.
The response time is terrible.
If it was not for Marcus i would have not received any response at all for all my queries. (thanks Mate)
Dear Andrew
@Markus
"September 6th is Unificatin DAy in Bulgaria"
Those crazy Bulgarians seem to have a public holiday for everything.