Wheres the post where Chris D says this forum is not to replace actinic support?

[pinbrook]

There have been 2 posts in the last 2 days , where people have specifically been sent here by support as support has been unable to remedy the issue.

Maybe

1 Support need to learn how to search the forum and find answers

2 Or suppport post to ask us!

The problem being one of these people has now said they will use the comunity for support from now on as it is better than support... own goal or full circle come rapidly to mind.

[jont]

http://community.actinic.com/showpos...67&postcount=1

"By refocusing support away from the community and back onto the knowledge base....and help it to be more of a place for people to get advice for things that fall outside of Actinic's support remit"

.. but there is another one somewhere as well...

[TraceyHand]

a place for people to get advice for things that fall outside of Actinic's support remit"

which appears to translate as "somewhere to send someone when support can't fix it"?

[cdicken]

Hi Jo

If a customer has a customisation question to do with a certain look and feel they are trying to achieve in Actinic, then our support team probably can't help with that - as they aren't designers (in one of the threads I noticed today, the customer had an issue with custom images not appearing in certain web browsers). So we will give several suggestions - one of which is that they can try asking it here.

We don't send people here if there is a problem they are experiencing with a PSP, or an error message or anything like that - but this is one of the few options available to customers who are trying to design their own stores.

Hope that helps clarify things.

[Darren B]

Oooooooo

Tin Hat tin Hat tin Hat -runs around before taking cover.

I knew this would aventually become a contensious issue,

the problem being, the way i see it, support say "Were not to sure about that there might be answer on the forum" gets translated as "Support Sent Me Here"

But i also suspect that the od comment did you try the forum might also come out, just summising dont shot me

D

[completerookie]

they aren't designers

says Chris,
perhaps thats part of the problem, once you start to "push the envelope" in design terms, then you start to encounter problems.

[Jan]

Which posts where they Jo?

Regards,

[Darren B]

I know of one Jan, and the guy specifically quoted "support sent me here" not sure on the other one

[pinbrook]

this is one of them

http://community.actinic.com/showthread.php?t=31670

does anyone else know where the other one is?

here is is..post3

http://community.actinic.com/showthr...hlight=support

We don't send people here if there is a problem they are experiencing with a PSP, or an error message or anything like that

I've got no problem with that but it is very easy for the referral to be misconstrued. My main issue being where one poster now says they will now use the community as first point of call for support - next time it might be a Q that should go to support

Thus if support don't know they could ask here (that will be fun to see) and then relay the solution back to the petitioner. Yes i know this is a little far fetched but I feel we are agreed in the underlying principal here

[Stereo Steve]

It would surely make sense for support to search the forum on the customers behalf and point them to a thread. It does not look so good if support are saying 'dunno, go ask on the forum'.

I do take the point made by Chris though. There may be tweaks that we have achieved which we can advise newbies.

There are a couple that I have done which I am particularly proud of but nobody has asked how to do it yet! Come on, I've taken so much, I really want to give summink back!

[Duncan Rounding]

I think that support can only be expected to answer Actinic software issues not design issues such as how to create a css class..., how to change my text to bold....,how to make my design look right in IE7 etc.

Unless it's a direct product problem or understanding then I think they should point them in this direction because the customer is perhaps looking for design expertise not really product support.

It's like buying Dreamweaver and calling support if your webpage doesn't look the right colour - it's not really a product issue. If it was how do I insert a hyperlink, then that could be a product usage question.

That said I do wonder if the person was told that the question they were asking is not covered by product support. From the way the posts sometimes read it's as if they think support have no idea what to do and so told them to ask here instead for what the customer perceives to be a direct product issue.

[pinbrook]

There are a couple that I have done which I am particularly proud of but nobody has asked how to do it yet!

don't wait to be asked , just post them...

[pinbrook]

That said I do wonder if the person was told that the question they were asking is not covered by product support.

Yes agreed

it is a case of defining what support cover.. .as stated my gripe is people being refered here not knowing that, thus staying here when their next question should go to support.

I get the same in the PB hosting ticket desk. if its something simple and we can answer in 2 minutes normally we do , after all we advertise actinic friendly hosting, but if it a bigger issue involving the software we refer people back to actinic. Its a case of clearly defining boundries and educating your client base.

[Froogle]

it is all the same group of people who answer the posts, so why don't actinic pay them a retainer if they're actually doing their job for them :-)

[Jan]

It looks as if both posts were design issues, so I can't see what the problem was in support referring them to the forum. I get quite a few calls here for design and I always refer people to the forum.

If people are so uphappy about these posts, why answer them?

Regards,