FIVE DAYS WAITING for Support on JLT-404245

[lewism]

I opened a ticket on the 2nd and have yet to get any help. You've emailed me TWICE asking for access which I've sent both times.

It's bad enough you take weekends off when your customers need you but this is absurd.

Support for 123flashchat is a joke hehe. Thank god I no longer count on this software to be my bread and butter or I would be long gone.

Why do you take the time to delete my asking for support instead of simply having someone in support actually help me? I've been waiting since the 2nd of Feb for someone to log into my server and figure out why it's not running.

Do you not think that's worth the $1400.00 I paid you for the software?

Ticket ID: JLT-404245 Department: License Buyer
Status: Open Priority: Emergency
Created On: 02 Feb 2012 10:04 PM Last Update: 07 Feb 2012 02:11 AM

I've also updated the ticket several times and still no one replies. Is it not only fair that I be given some help by now? Why am I begging for help when I've paid you good money?

[admin]

Sorry to hear that, about your issue, our supporters are trying to fixed.
About the asking account, there are two supporters per day, a support works by day and another one at night. It's our fault, sorry to bring you these inconveniences.

[lewism]

Originally Posted by admin

Sorry to hear that, about your issue, our supporters are trying to fixed.
About the asking account, there are two supporters per day, a support works by day and another one at night. It's our fault, sorry to bring you these inconveniences.

Well, we're going on the 9th day now. Yesterday, support logged in, turned on the wrong server and said they were done. I spent the next 10hrs begging for help and finally got someone to log into the server but he didn't do anything at all. He just sat there.

This morning someone updated the ticket and as always, apologizing for the delay (9 days is more than just a delay) and that someone will be on the server immediately. Of course, as always, I immediately responded making sure they have access and guess what, I'm still sitting here waiting for someone to actually log in.

Whew... and you wonder why some of us customers get so frustrated?
Thank god I don't count on this software or my customers would all be gone thanks to the extended down times when I need help.

Please ask someone to fix my server.

[lewism]

It is now NINE days since I opened this ticket. Each and every time, the next support person doesn't read the ticket notes, goes in, makes a bigger mess of the server.

Yesterday, a tech re-installed red5 on my server without even bothering to look to see if one was already installed. Yes, there was one, because I use avchat as well as fc. I know they run fine side by side yet support keeps telling me they don't.

So today, another tech goes on my server, re-installed red5 on top of the other tech's install, completely useless thing to do. Red5 was working fine before they started messing with my server, now, it is doing all sorts of strange things.

Yesterday, I actually waited online, in chat for 18hrs as sales kept telling me how support would look at the server. At one point, someone logged in, then 4hrs later, tells me he fixed the problem, but he didn't.

This nonsense continues on and on... still down...

[admin]

So sorry to bring you so much inconvenience.

I have checked these matters to our support, the one who installed the Red5. He told me he install the Red5 and tested the video chat which was ok.

About the ticket, the support has replied to you.

And I have reported this issue to the tech. manager, we will try to solve your problem assp.

[lewism]

This is now the 10th day of screw ups by support.
Every single time they log onto my server, they re-install red5 and tell me that it was my red5 that was not working properly. Yet, each time, it was their own red5 since they never bother to read the ticket notes to know that someone else already re-installed it.

As I said, my original red5 worked just fine, I use it to host videowhisper and avchat as well, both of which are very easy to use and maintain, unlike this product.

I officially give up on this stupid something and am selling it. I keep trying to give it a chance but these folks obviously don't care about their business because in all my years of being in business, I have never suffered as much as I have in this case.

I will NEVER, EVER buy Chinese built software again. If anyone wants my $1400.00 server, I'll sell it right now for $900.00.

[lewism]

It ended up taking a MONTH to get the red5 version working, apparently R&D had to get involved which means can't be too many people using red5 with this or something else.

Even now, it is still broken however because trying to activate certain functions lead to being chastised "The social connect service can't be Activated because you haven't launched your chat room to the Internet yet.' Er, the chat is certainly on the Internet for sure.

What truly concerns me is how no matter what question I ask, no matter how small the problem, the reply is always 'give me full access and I'll come fix the problem'. That in itself is THE problem. I would much prefer fixing my own problems without having to give full access to my resources every single time I need a little help.

And why do these things keep happening anyhow? I'd like to know a little more about how the licensing works. It seems to be remotely controlled sometimes.

[admin]

The reason we took some time on Red5 is as you know, the Red5 is not our product, it's a free shareware software and we use it as the video server. if a standalone Red5 server has any problem, it may take us some time to fix it depends on your server.You have two Red5 server on your server that make things complicated, and this kind of problem of red5 does not happen on our other customer frequently.

About other problem of "social connect" and the reason why we asked account for some "small" problem you talked about, I will reply you in ticket.

Please believe that we won't ignore our customer request and always want to help our customer to have better experience when using our software, and we will always try to improve our support work.