If I can't get proper help BEFORE paying $195...

[io_]

what chance do I expect of being assisted properly once you have my cash?

I sent in a concise Help Desk ticket last night along with FTP access for the professionals to look at. All I got was a useless suggestion to move the files to another directory.

I replied that I tried that already but it didn't register in the Ticket History, so I had to send it again. I gave them FTP access... they couldn't do any more than just peer lightly into my files?

All day yesterday I spent just trying to get Ion Cube working. I tried two hosts. Now I suspect "blank page" issues have no real solution. I did a manual AND forum search like a responsible user. But this common issue is inexplicably not addressed, or taken seriously.

What is going on? Within 24hrs of deciding to try Vivvo (and had 99% intentions of sticking with it) I am thinking it's too risky doing business here.

Is that the case? Is it too risky?

[apocan]

no :) they(vivvo) will help you and solve the problem. wait a bit more please

[boccio]

I sent in a concise Help Desk ticket last night along with FTP access for the professionals to look at. All I got was a useless suggestion to move the files to another directory.

Frankly - if qualified technician advised you to move files to another directory, than I'm pretty much sure he/she had a reason to tell you so. I wouldn't call that a "useless suggestion". Can you tell me what is your ticket number so I can take a look at that?


What is going on? Within 24hrs of deciding to try Vivvo (and had 99% intentions of sticking with it) I am thinking it's too risky doing business here.

Is that the case? Is it too risky?
I'm positive there is a solution to your problem, and there's no reason to feel like no one is trying to help you. We give our best to assist in problems related to trial licenses, but sometimes it just takes a little bit more time.

I truly hope your first impression with Vivvo won't be the last one :)

[io_]

Sorry. It's just that my number one frustration with ticket/email help systems are one-liner type replies. Always assume they did the simple suggestion already while also suggesting it:

- "We are familiar with this issue. First, make sure it's plugged in. If you did that already, then spend the next interval of valuable time doing XYZ. Reply with the results. You may also research TopicX while waiting. If it turns out it was the plug after all, I'm glad it worked out. Thanks for trying Vivvo."

Why? Because now we have to spend another day settling:

after 6-12hrs: "I did that already."
after 12-24hrs: "Ok, now try this next One step."

It's like standing on the wrong side of the Great Wall of China being thrown one ladder rung a day. At least, if I made it INSIDE China before getting stuck, I can do some exploring while waiting. But I'm not even in the country yet.

Well, I don't mean to be a jerk about it, honestly. This is a net-wide problem, that added up is a massively inefficient use of time. I am actually a pretty well-behaved customer with technical difficulties. But if I read the forums, followed the directions, took the time to set up a special FTP and write an organized question... dead-end replies don't sit well with me.

Anyway, my ticket is: GHR-97268-722

Thanks!

[boccio]

Sorry. It's just that my number one frustration with ticket/email help systems are one-liner type replies. Always assume they did the simple suggestion already while also suggesting it:

I agree with you entirely, unfortunately it is not how it always happens. I looked at your ticket a minute ago, this will be dealt with very soon in satisfactory manner :)

Btw, I understand your anxious to fix this problem ASAP, however we just cannot support problems with trial licenses with quicker response time than 24 hours.

[solar]

patience is a virtue... :) cheers!

[RichII]

A corporate license will get you phone support. ;)

... I'd be calling Boccio 10:00 at night when he's sitting at the bar "Hey, where's my d*mn pagination and IPB plugin!?!" :D




I probably just voided my corporate license eligibility.

[apocan]

A corporate license will get you phone support. ;)

... I'd be calling Boccio 10:00 at night when he's sitting at the bar "Hey, where's my d*mn pagination and IPB plugin!?!" :D




I probably just voided my corporate license eligibility.

:D:D money talks

[boccio]

At 10pm, I'd probably just forward the call to this (http://www.vivvo.net/forums/member.php?u=68) guy anyway :D

[Elton]

A corporate license will get you phone support. ;)

... I'd be calling Boccio 10:00 at night when he's sitting at the bar "Hey, where's my d*mn pagination and IPB plugin!?!" :D




I probably just voided my corporate license eligibility.

If you ever get that IPB plug-in, I'll have a copy and even buy Boccio a pint! :D

[casca]

Sorry. It's just that my number one frustration with ticket/email help systems are one-liner type replies. Always assume they did the simple suggestion already while also suggesting it:

- "We are familiar with this issue. First, make sure it's plugged in. If you did that already, then spend the next interval of valuable time doing XYZ. Reply with the results. You may also research TopicX while waiting. If it turns out it was the plug after all, I'm glad it worked out. Thanks for trying Vivvo."

Why? Because now we have to spend another day settling:

after 6-12hrs: "I did that already."
after 12-24hrs: "Ok, now try this next One step."

It's like standing on the wrong side of the Great Wall of China being thrown one ladder rung a day. At least, if I made it INSIDE China before getting stuck, I can do some exploring while waiting. But I'm not even in the country yet.

Well, I don't mean to be a jerk about it, honestly. This is a net-wide problem, that added up is a massively inefficient use of time. I am actually a pretty well-behaved customer with technical difficulties. But if I read the forums, followed the directions, took the time to set up a special FTP and write an organized question... dead-end replies don't sit well with me.

Anyway, my ticket is: GHR-97268-722

Thanks!


Well bud, I understand frustration, however, you have to understand also that they have the paying customers to deal with, so I would think that trial licenses get served after the folks that pay get served. Which makes sense. I can tell you first hand, I don't regret 1 cent that I paid for my two licenses, and I'm in the process of upgrading to the developers license.

***EDIT**** LOL - Just because I love to resurrect stuff (I didn't notice this message was months old I'm dying laughing right now), This guy is probably one of your best customers by now LOL!