THANK YOU! Praise is not enough for Ebid

[bykimbo]

It seems to me that there is a considerable qualitative difference between support questions asking "how do I do this", or "can you fix this for me", and those effectively asking for a change in policy or procedures, or for enhancements to the site. The latter group are not really "support" issues, and are better placed in the suggestions and glitches forum. Every time I've asked a straight question, I've received a straight answer, and when I've asked them to fix something in my listings (such as adding countries) it's happened promptly and with polite responses.

[astral276]

...and those effectively asking for a change in policy or procedures, or for enhancements to the site. The latter group are not really "support" issues, and are better placed in the suggestions and glitches forum.

The query arose from a thread on that forum:

http://helpdesk.ebid.net/showthread.php?t=113187

It was precisely because there was no indication that anyone from eBid was picking up on it there that I queried it directly with admin.

[bykimbo]

The query arose from a thread on that forum:

http://helpdesk.ebid.net/showthread.php?t=113187

It was precisely because there was no indication that anyone from eBid was picking up on it there that I queried it directly with admin.

I understand that, as I remembered the occasion... but I still say there's a difference and muddying the waters of "how prompt is support in replying" would be a little unfair when it's not a true support issue.

[astral276]

I understand that, as I remembered the occasion... but I still say there's a difference and muddying the waters of "how prompt is support in replying" would be a little unfair when it's not a true support issue.

You and I clearly have different ideas on what 'user support' is there for. To me it is for any issue that a user has with the site.

I have just had a response anyway which will be posted to the original thread.

[bykimbo]

How long did it take?

[astral276]

How long did it take?

25 hours exactly from receipt of ticket to receipt of response.

That's not bad and better than I would expect from most sites. I had probably been given a false expectation from other users that responses normally took a couple of hours.

Maybe the query languished at the back of the queue as the issue was not critical to site operability.

[bykimbo]

25 hours exactly from receipt of ticket to receipt of response.

That's not bad and better than I would expect from most sites. I had probably been given a false expectation from other users that responses normally took a couple of hours.

Maybe the query languished at the back of the queue as the issue was not critical to site operability.

Which was pretty much all I was saying .

[astral276]

Which was pretty much all I was saying .

No. You were saying it was not a 'true support issue'. I was saying it was but admittedly not mission critical.

Semantics maybe so topic dropped.

[bykimbo]

Yep