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previous post closed - Unanswered Posts?

Gravity Support Forums » Plugin Support » Gravity Forms

  1. All
    Member

    regarding: http://www.gravityhelp.com/forums/topic/unanswered-posts

    I understand your justification however I respectfully disagree with it. If a customer is paying for a product that includes support. The support should be absolute and conclusive. At the very minimum if the solution has been already discussed there should be a redirect to the possible resolution so support requests aren't left unanswered. The expectation of requesting support is to actually receive support in a timely manner. Percentage is a helpful justification but not condusive in a resolution in this specific concern.

    Unfortunately if this is the official stance on this issue then the contact us option seems much more consistent. however, I'd prefer to use the forum option since it benefits the community as a whole but don't have the luxury of chasing answers to support concerns on a paid product.

    Posted 11 years ago on Wednesday May 9, 2012 | Permalink

  2. Carl Hancock
    Administrator

    Contact Us is NOT to be used for support requests. It states that clearly on the Contact Us form. It is not monitored by the support team and you will not receive support by submitting requests via that form.

    Our support team member, David, already responded to your question and stated that we do our best to respond to each and every support forum post. HOWEVER, that doesn't mean we are perfect anymore than you are.

    We get a LARGE volume of requests on the support forum. Things happen, sometimes forum posts can fall through the cracks during periods of high volume and all it takes is updating your forum post if it hasn't already been answered so that it brings it to our attention.

    May I ask why you own a Developer License and are not making use of Priority Support?

    I see that your last few posts have been answered. If there is something you still need an answer to, instead of complaining you aren't receiving answers why don't you point out the questions you need answered?

    In the time it took you to complain you could have simply called attention to any outstanding questions you have that have not been answered and they could have probably already been answered.

    If all you are going to do is complain instead of letting us know what you need answered, then i'll give you a refund right now and you can use another solution.

    Posted 11 years ago on Wednesday May 9, 2012 | Permalink