Support Response Time Is Unacceptable!!!

[Andre "A.R." Robbins]

24 hours response time for Ning Pro, 48 hours response time for Ning Plus... that is absolutely ridicules! Not to mention its not true! Speaking as a Ning Plus Subscriber to date I have NEVER got a response to ANY ticket! Thankfully in the past I ended up finding the answers on Ning Creators or else I would have been totally screwed.

 

I can spend $1.99 with GoDaddy and talk to them for an hour whenever necessary. Ning makes a minimum $6 per account. As paying customers if you think the Ning support response time is unacceptable reply with the word AGREE. Maybe they will notice online being that we can't actually call them on it directly. SMH

 

AGREE?      

[Cat]

I agree, but in my experience on this site, when you mention the fact that you cannot CALL customer service at Ning, either the reply or the entire topic gets deleted, censored, weeded, or whatever "acceptable" term they use in the guidelines for getting rid of the post.

[Eric Suesz]

Can you share a ticket number with me? I would like to investigate and find out why you did not receive a response. Thanks.

[Andre "A.R." Robbins]

ref:00D8cCLt.5004BTJF5:ref

 

I believe on this one, I never got a reply to my question but I got this... 

 

Hi there,

We are going to close the ticket you’ve submitted as it has been a while since it was opened. We've found that most people have been able to find the  answer they were looking for in our extensive Help Center  (help.ning.com), on the Ning Blog (blog.ning.com), on the Plans Page (about.ning.com/plans) or by exploring their Ning Network. We strive to answer each ticket we receive in a personal, timely manner, and closing this ticket will enable our team to respond effectively to all newly created tickets.

If you are a Network Creator or admin and still have a question for our team, head to the My Network/Manage page on your network, click the Support link  and submit a new ticket via Contact Support. Tickets submitted this way will provide us with a lot of useful information to help prioritize appropriately.

We apologize for any inconvenience.

Thanks,

The Ning Team

 

[Eric Suesz]

Hi, Andre. Thanks for that. It is very helpful. That is one of those from around the time of our big switch. I'm happy to say that we won't have to do what we had to do with some of those tickets that were from this summer. Now that we have standardized Plus and Pro support levels, we are able to answer all tickets.

Phone support is an idea we are always considering. It's a little different than what you might see with a company like GoDaddy, partly because there is creativity and thought that must go into what NCs ultimately do. It's not always as simple as changing a setting for a customer. But, it's something we are always thinking about as we improve our processes.