Loaded Commerce Community

For one of the clients that I represent, numerous times, the cre software support department has taken over 30 days to even come up with a reply. This is very unacceptable for a software company. Greg Nicoll needs to be involved at this point.

I admit some of the issues in the past dealt with a Monster Template. I do not suggest anyone to purchase a template from this company unless you have someone that can constantly chase down code differences.

IN this case, the core and content files are all stock up to date. Please get off the fence and resolve these tickets. 30+ days for paid commercial support is just a failure.

Where is the telephone operator? Quite amuzing to reach the voicemail of the operator.

In CRE Software Support,

This is a service that is going through changes, and as we grow there will be growing pains, as with any growing company, CRE does it's very best to respond to all tickets, in a timely fashion, when issues as complicated as the one submitted by this site, sometimes need more attention and time devoted.

Support hours for CRE Loaded Support are 9 AM to 6 PM EST, the dept does not work around the clock, as we grow in size and volume anything could change in relevance to this, but for the time being these are the hours.

Some former employees feel they should receive priority treatment, above and beyond what others can receive, that is not the way we work in CRE Loaded Support, we work to resolve as many issues as possible in this dept. We treat all issue the same and will not give one customer priority treatment over another.

Whereas, we may have one complaint out of 20 to 30 issues reported, in my opinion, that is not bad as we continue to grow and put more people in place to assist with the growing of the company and the support tasks at hand, this will eventually not be an issue.

We are ever changing to better support our customer base, when we find something not working, we work to create a better format in how handle these issue.

Thank you for posting your concerns, and we will continue to grow and become even more successful in these rare occasions where this is happening.

Um, repeatedly 30+ day old tickets is NOT asking for priority support!! Going through changes? CRE support has been around a few years Jim. I hope you got Greg Nicoll's premission to insult me in the forums.

Denver,

I was not insulting you at all, trying to let you know what is happening with the support team, if you want to take my response as an insult, then that is your doing and not mine, I do consider asking our technicians for different direct chat options outside of our normal chat options a priorty treatment, where as other customers do not have our teams access to private chats.

Most of your 30 + tickets you even suggested are bugs, and if so you know those are handled in the bug tracker and not in support.

In my honest opinion, I think you were the one insulting in the forum, I was simply explaining, we are working on new procedures, in our support team to help build a better support division, so that things like this do not happen.

Have a great day!

Skype is no longer used. In the past, it was used because other customers were given my skype ID so I did not know it was bothering you. Sabrina and I came to an understanding.

This is a feedback forum topic. And CRE most certainly got some feedback. Again, I think you should ask your supervisor before repsonding to a customer so.

I submit tickets for each outstanding issue. If I clumped issues together they would be over looked. As far as bugs go, if you feel it's a bug, post a bug report and link me to that bug report so that I may monitor it. That would in affect, be a solution to an open ticket. When I submit request, I am not aware that a bug exist. It's not my job to chase down and report bugs for your company.

Talking with Sal late last night, he managed to assist me to see the reason for one of the 30 day old issues I reported that never got a reply. I will hope that someone responds to that ticket with a bug tracker link and a resolution on how to clean up the bug created in your code sold commercially.

We all work hard, badboydarts. Nothing is personally directed at you. Hopefully, tickets do not age past 30 days with no response again.