Support Forum Response Times

From my experience so far, it is partly necessary to contact the support via chat, otherwise it can take months until a response comes.

The last time I contacted the support via chat was yesterday, because a customer still had no answer after two months, whether he should wait for an update or switch to a new template.
Ofi then took care of the matter directly.

Just replying to your own post is not enough in many cases!
If you have marked an answer as a solution but there are still questions open, you should unmark the answer so that support can see that there are still questions open.

edit:
I would say that if a user had to wait two months, that Joomshaper as an apology extends the license for free for one month.

edit:
21210

Paul.. but the standard is different. The problem (you need to see that) is that you guys are very kind and friendly, but you only help people in the rarest of cases. Because your standard message is always... "Please give me access to the admin".

And then you are silent for far too long, until we give up unnerved! 80 % of my inquiries are not answered or always only with the standard sentence. And you should help us, withouzt Access to the Admin. I have Customers on my server. I can not give everybody the sensible Data.

In my Case you ignore my inquiries.. you now it best, because you are the one, who wanted to kick me from the forum. I can't always take your feelings into account. sorry for that. May i sound rude. You should urgently rethink your support.

You should be able to admit that!

Hi Paul, yes I can see that you have replied to two of my questions within 10 minutes. Thanks. I feel like this may have been to prove a point on how efficient support is, or perhaps the questions were very easy to answer? In any case, its extremely rare to receive such prompt support.

I dont think it's reasonable for us (customers) to expect a response in 10 minutes. I would happily wait longer, providing the response was quality and not simply 'give me admin access'. I have provided this on numerous occasions and still not received a reply.

Nobody wants support from a bot. We understand you're human, but so are we, and we have services that we provide to clients that are vital. Slow response from support means unhappy clients, which means unhappy customers.

I'd still appreciate an answer to my question though.

Hi Paul,

it is commendable that you are aiming for fast response times.
However, you ignore the real problem, which is the long waiting times of up to two months.
It's also worth noting that fast response times are only shown for the first response to meet the 48-hour window, but there is no response from support staff for days, weeks and in some cases months after that.
It is important to look at the big picture of wait times and focus on solutions to improve overall support performance.

With kind regards

Edit:
Regarding the 48 hours, cannot be generalized for all support staff.
At least in many cases that I have encountered.

as i mentioned in another post....
"I think you should also focus on Joomla back again.

It seems that "themeum" costs too much resources. it is understandable that you try to jump on the "wordpress" bandwagon, but let it be. You will have only problems with wordpress users. Besides, wordpress is quliatatively just crap.

You can't keep up with your main business, how do you want to satisfy your wordpress customers in the future? That's not going to happen. From a business point of view this is pure suicide."

Joomla was your main draw as I see it. It should keep the priority.

@Paul You have once again missed the point. You say such incoherent stuff, it's really bad paul. What is the context of your contribution to mine?

Currently I would prefer a smart chatGPT I'm afraid.

may not quicker, but certainly more competent than your work here. it is disappointing and frustrating to have to discuss all your failures with you and get these kind of responds. once again.

thank you!