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Is Voluum's support normally this horrible? (13)

11-03-2015 03:28 PM #1 fightingfffreedom (Member)
Is Voluum's support normally this horrible?

Hi,
I am a big user of thrive and was experimenting with Voluum and had to open a support ticket.

I asked a simple question on Friday (how to call out the handset in the lander), pointed out what I did and got a response. Fine. They then asked for my lander, ok. Since then there has been no update. No update Friday, no update Monday, and no update now half a day gone Tuesday. Is this normal for their support because if so I could never switch over from thrive.

And yes i read the article here: http://feedback.Voluum.com/knowledge...eter-on-lander & still had issues.

11-03-2015 03:36 PM #2 thuglife (Member)

Yes, it's normal. You're not alone here, unfortunately.

Try posting in Voluum's forum here and see if people can help you.

11-03-2015 06:56 PM #3 itshappening (Member)

I have to say Voluum support always took care of me properly... Always answer within 20-30minutes and usually resolves issues very quick. 5/5 Star support 9 of 10 times imo.

11-03-2015 07:02 PM #4 fightingfffreedom (Member)

Quote Originally Posted by itshappening View Post
I have to say Voluum support always took care of me properly... Always answer within 20-30minutes and usually resolves issues very quick. 5/5 Star support 9 of 10 times imo.
Been almost 2 full business days, with me emailing once a business day and not getting any form of response.

11-03-2015 07:03 PM #5 pronewbie (Member)

Voluum suport for me is always good. They respond within 3-6 hours

11-03-2015 07:03 PM #6 fightingfffreedom (Member)

Maybe I'll just open up a new ticket then.

11-03-2015 09:58 PM #7 dennis (Member)

May I ask why you're moving away from Thrive?

11-03-2015 11:25 PM #8 ThrvTrkr (Member)

Quote Originally Posted by dennis View Post
May I ask why you're moving away from Thrive?
I'd also love to know where Thrive is not serving you adequately so we can improve

11-04-2015 02:06 PM #9 voluum (Veteran Member)
Voluum support

Hi fightingfffreedom,

Quote Originally Posted by fightingfffreedom View Post
Hi,
I am a big user of thrive and was experimenting with Voluum and had to open a support ticket.

I asked a simple question on Friday (how to call out the handset in the lander), pointed out what I did and got a response. Fine. They then asked for my lander, ok. Since then there has been no update. No update Friday, no update Monday, and no update now half a day gone Tuesday. Is this normal for their support because if so I could never switch over from thrive.

And yes i read the article here: http://feedback.Voluum.com/knowledge...eter-on-lander & still had issues.
Apologies if you feel dissatisfied with the level of support which you received.
I was personally handling your query and due to it's nature (script syntax errors within the LP), it took me longer than usual to arrive at a solution.

I've now resolved your case and forwarded you a reply with the corrections that need to be made to your landing page.

To clarify for all, our support is generally aimed to help users with queries within the context of Voluum itself and not for any other external entities and associated elements.
Granted, we don't like to leave our users searching for a solution elsewhere when we can find a solution ourselves through adequate replication and testing.

For the latter point, it's a given this may take slightly longer than expected.

Best regards,
Adrian

11-04-2015 02:10 PM #10 fightingfffreedom (Member)

Quote Originally Posted by Voluum View Post
Hi fightingfffreedom,



Apologies if you feel dissatisfied with the level of support which you received.
I was personally handling your query and due to it's nature (script syntax errors within the LP), it took me longer than usual to arrive at a solution.

I've now resolved your case and forwarded you a reply with the corrections that need to be made to your landing page.

To clarify for all, our support is generally aimed to help users with queries within the context of Voluum itself and not for any other external entities and associated elements.
Granted, we don't like to leave our users searching for a solution elsewhere when we can find a solution ourselves through adequate replication and testing.

For the latter point, it's a given this may take slightly longer than expected.

Best regards,
Adrian
This is very much appreciated. It does only take 1 minute to respond to the email & say we are still working on the issue. It makes the customer feel taken care of instead of the ticket going into the ether (especially since their does not appear to be a ticketing system). And it was not just once, it was twice.

Regardless I do appreciate you coming through & going up & beyond.

Appreciated.

11-04-2015 02:11 PM #11 fightingfffreedom (Member)

Quote Originally Posted by dennis View Post
May I ask why you're moving away from Thrive?
Didn't say I was moving away I said was experimenting with Voluum. Interested in seeing what's out there. It never hurts. Also tested Adsbridge.

11-04-2015 02:12 PM #12 fightingfffreedom (Member)

Quote Originally Posted by ipyxel View Post
I'd also love to know where Thrive is not serving you adequately so we can improve
See above.

11-04-2015 02:48 PM #13 cmdeal (Veteran Member)

Quote Originally Posted by fightingfffreedom View Post
This is very much appreciated. It does only take 1 minute to respond to the email & say we are still working on the issue. It makes the customer feel taken care of instead of the ticket going into the ether (especially since their does not appear to be a ticketing system). And it was not just once, it was twice.

Regardless I do appreciate you coming through & going up & beyond.

Appreciated.
That is an important point.

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