NO Response from Vivvo.....

[dcei]

Does the staff (or person) at Vivvo ever respond to their emails. Since we've purcased the developers edition of web-press, they have NOT responded to one single email in three months. Is this typical?

Also, we have NOT received one update/patch since purchase as promised. Is this person still in business?


www.RVingOnline.com - Yes, we are their featured website too!

[Elton]

They reply to mine, although I have to be honest and say that I sit here waiting for replies sometimes that take a few days.

The patches are linked from you admin home page, at the bottom. Took me months to realise that bit was even there :)

[boccio]

Does the staff (or person) at Vivvo ever respond to their emails. Since we've purcased the developers edition of web-press, they have NOT responded to one single email in three months. Is this typical?
Can you please point to the email that we haven't responded to? All of the correspondence we have with our clients is kept and tracked by professional HelpDesk systems, so we exactly know if there's any unanswered email, or if any email has passed the deadline for response defined by our Service Level Agreement (24 hours for standard issues). If your issue is so urgent that it can't wait 24 hours, you can always contact our support staff directly via phone.

If there's any email that you didn't get response to - please send a copy of it, or paste it here together with headers (date, time, etc.)

Also, we have NOT received one update/patch since purchase as promised. Is this person still in business?
We will NEVER send you any files, patches, nor attachments of any kind. I really have to admit that I don't know any software vendor who does that.

All important information, updates, links for download and notes can be found directly in your Control Panel, on the bottom of the admin home page. And if the information is really important (like the one about vulnerability patch) we also dispatch an email to all of our clients - like we did a week ago.

[Elton]

I got the email about the vulnerability patch, but can't see it in my admin home page. Can you confirm that the last patch mentioned - http://www.word-press.net/download/patches/patch.v3.25.zip - contains the updated files now?

Cheers.

[Alex]

No, the link above it.

[Elton]

No, the link above it.

Now, where did that appear from? :D

[kindred1]

having similiar issues here,will try and call one more time for status on our order.

[boccio]

I just checked your order (with given OrderNumber in private message), and there was an issue with your mail server, it rejected everything. Here's what I got in our logs:

<XXXXX@southstudios.com>: host smtp.secureserver.net[64.202.166.XXX] said: 553
Attack detected from pool 212.200.120.XXX.
<http://unblock.secureserver.net/?ip=212.200.XXX.*> (in reply to RCPT TO
command)
We sent you links again, please confirm receipt.

[kindred1]

thanks,i did get the emails.I PM'd you another email to use as a cc.We are in need of custom intergration work. thanks again

[dcei]

Thank you for your quick response regarding our script. The reason why we never got a response from Vivvo, was because we were sending emails to the wrong address. Our fault. Anyone looking to purchase this script, shouldn't have to think twice. We've tried every other news script online, and this is by far the best. Thanks again for your help Vivvo!

[Mark]

Thank you for your support. We intend to get even better, so stay tuned for more news from Vivvo soon!

[baexpress]

Well, I finnaly have been able to post here in the Forums. I know the HELP DESK was down for a bit, but still, I purchased a developers license product. Thats a few bucks, and with that purchase has my email address. The response to my email address has been vauge and not clear, from the only 2 responses in the last 7 days. I will have some latitude here, but if I dont get some customer service this week, I will then make my judgement. I can paste the emails that I have recieved here. But I am hoping VIVVO will come through, and answer my emails in a professional and literate, and clear answer manner. OH, if somone at vivvo wants to use the "my email" is rejecting theirs, please let me know, so I can give you a YAHOO or HOTMAIL address.

[Mark]

We have been dealing with a backlog of support tickets over the last few days, so our response have probably been slower than usual.

Our support team attend to your matter ASAP.

We apologize for any possible delays caused.

Thanks for your patience.

[boccio]

The response to my email address has been vauge and not clear, from the only 2 responses in the last 7 days. I will have some latitude here, but if I dont get some customer service this week, I will then make my judgement.
Really sorry to hear that, but last week our HelpDesk had almost 3 days of downtime due to upgrade of the system (talking about support, huh :D) so you can only imagine what happened once we had it back up'n'running...

With regard to your tickets, I just went thru your conversation history with our sales dept. (Ticket #GHO-38131-394), and I think there was a bit of misunderstanding here... I hope this will be settled now, if you wish you can leave me your phone number in PM and I'll give you a call whenever it's fine with you.

cheers

[datoshway]

I have the same problem with response time, I don't think it was a temporary problem seems to be ongoing, I have 2 tickets open none of which have had a response in the past 3 days. Good customer service?

[chatfan]

The past three days, you mean the easter holiday weekend? Support definately needs to be improved, I was promised custom work with a tight deadline and not a word. But I don't think the holidays are the right moment to complain lol.

[datoshway]

Well I posted on friday, the holiday is sunday, it's now monday and still no response. Bottom line, their response time blows.

[Ivan]

Btw, in Serbia holidays are from friday till wednesday :)

[boccio]

I have the same problem with response time, I don't think it was a temporary problem seems to be ongoing, I have 2 tickets open none of which have had a response in the past 3 days. Good customer service?
I'm really sorry you have a bad experience with the support, we'll give our best to improve this. With regards to your tickets, I looked at the system (ticket #UHZ-62542-218) and here's what I saw:

Initial ticket: Fri, 06 Apr 2007 07:54:42
Support response: Fri, 06 Apr 2007 08:01:09 (7 minutes response time)
Your response: Fri, 06 Apr 2007 08:03:20
Support response: Sat, 07 Apr 2007 11:09:04
Your response: Sun, 08 Apr 2007 22:57:55

From what I see, the correspondence was carried out according to our standards, and you have to understand that we do not work on Sundays and holidays (such as Easter). Therefore your observation of no-response for 3 days is a little bit harsh, I'd say.

Never the less, we'll give our best to improve our support response time and quality standards.