Very poor quality of service

[aniruddha]

I am sorry to say that the level of support services that is given by Qbik is very very poor indeed. After dishing out more than 800 Dollars to buy your product, your customers do expect a certain level of personalised support... which, mind you is given by your competitors. The main reason why we shifted to WinGate from WinProxy some time back was that we expected better support.. but unfortunately, you guys turned out to be much worse. You take such a long time to reply to emails (which you offer as a special service to paid customers) that the entire point of asking for help is defeated.

You should really give this aspect some thought and take some corrective action.. because the day is not very far when you will lose customers due to your pathetic service.

Aniruddha.

[SkyMan]

Aniruddha,

That's not the support most of us see. Is there a specific problem they couldn't solve? Is this an ongoing problem?

Let us know since we're geting a completely different view of things here on the forum. Here the seem friendly and responsive.

[genie]

Hi, Aniruddha

We are sorry to hear that you are not satisfied with the level of support we provide. However, if you look at the number of posts on this forum, you would understand that we have to deal with hundreds of requests daily and even though we are doing our best to solve most of the problems in the shortest time it might take a while for the certain problems to reproduce and have the code fixed. What was the particular problem you were experiencing then?

[jamesc]

Hi Aniruddha,

Your last correspondance of your ticket was when no one was here.

I have tested your installation in our test environment, replied and am waiting for more information. Sorry about your waiting; I understand how frustrating it is, we are in different timezones.

Regards

James

[aniruddha]

OKay, let me answer all of you one by one:

1. Yes, while this forum is quite active, in many cases, the thread is simply not complete... to give you an example, in reply to one of my posts, a staff member gave me two links... out of which, one is in a condition where the last post by another user is still unanswered.

2. I understand that the volume of complaints that you get could be quite substantial, but that really is not something the customer should be concerned about. I am in the services industry myself and I face a similar situation every day... I am not in a position to say to my clients that I cannot reply to your queries on time because my company is handling n number of issues every day! The client will simply not accept that kind of an excuse. As a service provider, it is MY responsibility to ensure that I give my client the level of service he expects. No excuses whatsoever... the same applies to providers I take services from. I recently changed my web host just because their service was a million times better. This has become a norm in every industry now. Nothing new about it.

3. Our net connection has been virtually down for almost 48 hours now and the response time from your support staff is very very critical for me as my entire business is based on keeping my two offices spread across different corners of the world connected. It becomes very difficult to do anything if it takes several hours before a reply is received.

Look, it is not my intention here to malign your company... but I am facing a genuine problem here and I am not happy with the kind of support I have received from Qbik on this problem. In any case, configuring WinGate to do everything we need it to do is one hell of a task... troubleshooting it without proper support is even more difficult.

Aniruddha.

[Pascal]

not complete... to give you an example, in reply to one of my posts, a staff member gave me two links... out of which, one is in a condition where the last post by another user is still unanswered.

If you are referring to the first response on your DNS question, that was not a staff member, but a fellow user who was trying to be helpful.

evaluating or have purchased our software. We are committed to resolving any issues with our products, and we will stick with you until you are satisfied. We answer all written support queries within one business day*, and usually (depending on time of day) within several hours.

One business day, on the same page, is defined as "monday - friday 8.00am until 4.00pm NZST".

That might not help when resolving a problem - but it should set some parameters, at the very least. While I can empathise with your problem, and will try my best, as one of the development team, to help you I'll stand by our support team as they do perform quality, professional service and exceptionally timely within the parameters they work in.

You will notice that there is a fair amount of after hours and weekend support that happens, something which is not covered by any of the standard support agreements.

[adrien]

Hi

Rather than trade blows about whether support is up to it, can we call you on a number to resolve any issues you have? We do get a fair amount of telephone support as well, which you may not have realised is available.

Send your phone number to eSupportDaemon@qbik.com and we can have someone call you.

Regards

Adrien

[adrien]

PS, totally agree with your point 2.

Support is not overburdened here by a long way, if it were, I would be hiring more support staff. Time zone and after-hours support is the key issue here. This is the main reason we recommend purchasing from a local dealer, since they can then provide support in the same time-zone (which is a requirement we place on them). However we don't turn anyone away for support either.

The after-hours support issue should be improving soon, as we have more support staff on, who are coming up to speed.