Since the release of BCS I've tried to keep in mind that support staff members here aren't doing this as their main job and tried to be patient. But with every support ticket I've submitted my patience is running out.
I won't even mention quite long waiting times (several tickets I've submitted have taken 40+ days to reach anywhere), that I can live with. My issues with the current support members are:
- In several cases support members keep missing/ignore submitted info, I don't know if there isn't enough members who understand English enough or what is the case (yes English isn't my native language also but still). In some cases I've given up and closed the ticket because I see that support members can't understand my issue.
- EDIT: Removed this point as contacting Pedepe directly I learned this was all a miscommunication. Again either support staff member misunderstood the devs or something was lost in translation.
- Staff is in hurry to close tickets, even if they are unresolved. Sometimes it looks like you're in speedrun to close the tickets and don't care what is in them.
- I see / hear /experience issue that several people in the company have, I make a report out of it instead of all the people experiencing the issue making a separate report out of it. Support members only care if I have the issue.
Sure, if it would be free product, it would be acceptable to have support like this but for a paid product this is unacceptable (yes, as a company owner who moved from AOD I got the product for free but most people did not). Several people (at least in the English speaking side of the community) have given up reporting bugs to this support team because they know it won't get anywere or takes ages to get any response at all. Don't get me wrong, I'm not here to insult people, I just would like to see improvements.
In light of this I have some suggestion regarding the support:
- I would suggest removing the PeDePe Support Bot, it's uselessly spamming messages which nobody will notice since no notification appears when it posts and the important info get's lost between it's spam.
- I would actually also recommend having e-mail sent out to ticket reporter when somebody posts into it or does something as regular people do not check the support center every day.
- Get people into the support staff who actually speak english natively or or actually speak/read it around B2, C1, C2 classifications. Right now I see too many responses were it takes me ages to actually understand what is written.