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davidnjina · 01-19-2009

It's been 3 days since I originally posted a question and 2 days since I last posted answers to support staff's questions. I hope this isn't a normal response time for you guys. I just wish you guys have something to indicate that you are looking into this matter. I don't mind waiting, but to wait not knowing whether someone is trying to help or not is difficult.:(

matt · 01-19-2009

Hi David

I looked over your posts and only saw one that was unanswered and I just replied to it. So if you are talking about some other threads I am not aware of them.
It is Monday morning right now, and the 2 days you speak of was the weekend. We run a very light crew on the weekend like most businesses. (we used to not have support at all on the weekend)
Support isn't instant, but on average we respond in under 24 hours.....many times much less. I dont think thats half bad for a staff of 4. :)

davidnjina · 01-19-2009

Before the weekend, I think I had seen some admin and support staffs' login name shown in the 'currently' logged in.

My question was two days old at the time and I just think if support staff's answer is going to be like the one you gave this morning :

"Under the advanced module parameters turn off jQuery and see if that fixes it. " by Matt

I wish someone have posted that before the weekend.

I am not trying to bash you or your staffs and generally I think you are doing a good job given the situations, but I just wish there is a clear indication of what the staff are doing with each thread question. I bet you anything that if I had not posted this, you wouldn't have looked at my old thread. If I had seen something like 'working on this question' somewhere on my question thread, then I would have been happy to wait.

matt · 01-20-2009

I personally do not post on the forums without doing some testing before I reply with a potential solution. If I post something, I have either tested it, or have done it very recently with sucsess. So, while the reponse may have been brief, I can assure you there was some thought and testing put into it on my end.

We do have very long and involved task-lists. While I can appreciate your suggestion to "post that this was being worked on" if I did that in every case I would never get though my task-list. I can assure you getting through the forum posts was on my list and was being worked on as you created this additional post today.
The owners are 7 hours ahead of me so my morning is full up with staff meetings when they are close to signing off. I am sorry I couldn't respond sooner, but I can honestly say that if you bet I would not get back to that thread, you would be out 5 bucks. :D

01-19-2009	#1 (permalink)
davidnjina [+] more user info Join Date: Jan 2009 Location: Sacramento, CA Posts: 14 Thanks: 0 Thanked 0 Times in 0 Posts	Answered: I feel like my question is being ignored It's been 3 days since I originally posted a question and 2 days since I last posted answers to support staff's questions. I hope this isn't a normal response time for you guys. I just wish you guys have something to indicate that you are looking into this matter. I don't mind waiting, but to wait not knowing whether someone is trying to help or not is difficult.:(

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01-19-2009	#2 (permalink)
matt Support Staff [+] more user info Join Date: Aug 2007 Location: Columbus Ohio Posts: 2,474 Thanks: 207 Thanked 243 Times in 213 Posts	Hi David I looked over your posts and only saw one that was unanswered and I just replied to it. So if you are talking about some other threads I am not aware of them. It is Monday morning right now, and the 2 days you speak of was the weekend. We run a very light crew on the weekend like most businesses. (we used to not have support at all on the weekend) Support isn't instant, but on average we respond in under 24 hours.....many times much less. I dont think thats half bad for a staff of 4. :)

01-19-2009	#3 (permalink)
davidnjina [+] more user info Join Date: Jan 2009 Location: Sacramento, CA Posts: 14 Thanks: 0 Thanked 0 Times in 0 Posts	Before the weekend, I think I had seen some admin and support staffs' login name shown in the 'currently' logged in. My question was two days old at the time and I just think if support staff's answer is going to be like the one you gave this morning : "Under the advanced module parameters turn off jQuery and see if that fixes it. " by Matt I wish someone have posted that before the weekend. I am not trying to bash you or your staffs and generally I think you are doing a good job given the situations, but I just wish there is a clear indication of what the staff are doing with each thread question. I bet you anything that if I had not posted this, you wouldn't have looked at my old thread. If I had seen something like 'working on this question' somewhere on my question thread, then I would have been happy to wait.

01-20-2009	#4 (permalink)
matt Support Staff [+] more user info Join Date: Aug 2007 Location: Columbus Ohio Posts: 2,474 Thanks: 207 Thanked 243 Times in 213 Posts	I personally do not post on the forums without doing some testing before I reply with a potential solution. If I post something, I have either tested it, or have done it very recently with sucsess. So, while the reponse may have been brief, I can assure you there was some thought and testing put into it on my end. We do have very long and involved task-lists. While I can appreciate your suggestion to "post that this was being worked on" if I did that in every case I would never get though my task-list. I can assure you getting through the forum posts was on my list and was being worked on as you created this additional post today. The owners are 7 hours ahead of me so my morning is full up with staff meetings when they are close to signing off. I am sorry I couldn't respond sooner, but I can honestly say that if you bet I would not get back to that thread, you would be out 5 bucks. :D