Hi. A number of times recently I have been encouraged by Telerik on the forums to use a support ticket for faster turn-around; likewise the time I've seen for turn-around for questions on the forums has gone from 1 day to now 3-6 days for all responses.
I understand this may be do to some internal issue that's not visible to me, such as maybe your support team is short-handed. Nonetheless, I think encouraging users to use the tickets over forums is a mistake. For every 1 question I post to the forums I have 3-4 others I answer for myself by searching the web; of those, 90%+ are answered by past posts on the forums. To my knowledge past support tickets aren't visible to the public. The more issues that are answered privately the less issues I'll be able to solve on my own.
Basically, what I'm saying is that whatever short-term benefit you're hoping for by using support tickets is probably outweighed by the fact that support costs will go up several fold if people can't search for and answer their own questions.
At the same time, it will dramatically slow down development with Telerik controls, since the 24-hour turnaround time for a support ticket is many times the minutes it takes me to search for and find an answer to my own questions online. This slowdown will drive away customers and drive up costs (which drives away more customers).
I guess all I'm saying is that I hope you reverse this trend or have a really good reason for it. I used to work in support, and you're starting on a downward spiral I can't make sense of from my perspective. I'd really like Telerik to flourish and continue to make great products.
Thanks,
-pb
I understand this may be do to some internal issue that's not visible to me, such as maybe your support team is short-handed. Nonetheless, I think encouraging users to use the tickets over forums is a mistake. For every 1 question I post to the forums I have 3-4 others I answer for myself by searching the web; of those, 90%+ are answered by past posts on the forums. To my knowledge past support tickets aren't visible to the public. The more issues that are answered privately the less issues I'll be able to solve on my own.
Basically, what I'm saying is that whatever short-term benefit you're hoping for by using support tickets is probably outweighed by the fact that support costs will go up several fold if people can't search for and answer their own questions.
At the same time, it will dramatically slow down development with Telerik controls, since the 24-hour turnaround time for a support ticket is many times the minutes it takes me to search for and find an answer to my own questions online. This slowdown will drive away customers and drive up costs (which drives away more customers).
I guess all I'm saying is that I hope you reverse this trend or have a really good reason for it. I used to work in support, and you're starting on a downward spiral I can't make sense of from my perspective. I'd really like Telerik to flourish and continue to make great products.
Thanks,
-pb