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wiggler714

Member
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Posts: 34
 #16 
I have a query from April 4th that has still gone unanswered.  Took 2 days just for someone to acknowledge it... and as of today haven't received any additional response.
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Proulx06

Senior Member
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Posts: 120
 #17 
After my last post, the new Director of Customer Support reached out. She indicated that they were making some changes behind the scenes to avoid these situations. She was very pleasant and I appreciated her reaching out. So hopefully these delays go away soon! 
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JeffG

Junior Member
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Posts: 4
 #18 
Newbie here. Came to the forum to see if anyone was experiencing the same very slow support that I have since joining SE in August. Looks like there was hope back in April. This is not at all what I expected from SE. Had I known that support, or the lack thereof was like what I've experienced, I would have passed. Wish I had. I like the system, but not even getting a response to an issue marked "urgent" ...for days....is unacceptable....to me. Seems SE is severely understaffed. Does anyone have any suggestions for getting better / adequate support. I've never been a fan of "premium" support levels, but this is one case where I would gladly pay to have someone attend to my questions / issues. 
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jim

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Moderator
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Posts: 257
 #19 
@Jeff, welcome to the Forum and apologize for your experience.

Would you like to share your issue here? The Community can be pretty helpful as well.

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Jim Dahline
@jdahline
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JeffG

Junior Member
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Posts: 4
 #20 
Thanks, Jim. The main issue is just the process for resolving issues. I think the process for on-boarding a new client should include a daily or weekly support call instead of the the email and chat solution. At least until the site is functioning. There should also be a pathway to resolve "Urgent" (site not working) cases rather than having everything go through the same sluggish process.  In my case...my issues have been related to trying to "work-around" SE not yet having a Membership platform....probably not a great example.  Communication / reaction to reports of challenges normally take 1 to 3 days (sometimes more) days  to get a response....then more time to identify a possible solution...then more time to implement. We're 7 weeks into our journey here and still do not have a fully functioning system....and as it turns out....will not function as expected. A better on-boarding process could have identified all problems in a week, possibly 2. The time lag has been excruciating for me, followed by the disappointment that the system will not function as expected until the Membership platform is ready for us. Looking forward to that. 
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