How do i contact a person? i need help

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adrianbradley
adrianbradley
Community Member

i bought this because it said there was award winning help. How do i get someone to help me, i need a person.


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Referrer: forum-search:this seems to be a faceless place - how do i contact a person for help?

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  • adrianbradley
    adrianbradley
    Community Member
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    it is also impossible to understand how to use this forum - i have no idea if it is public or private whether it is monitored or not etc etc. shouldn't there be an online live chat to people to help you. Thats what countless other software sites have and it works

  • littlebobbytables
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    Hello @adrianbradley,

    The forums are public and they are monitored. We have several team members that review every thread to ensure that each person has at least heard back once from us even if the issue is resolved before we get there. There are several advantages to a public forum but they aren't always appropriate. For issues that are either complex in nature or may require discussing anything vaguely sensitive in nature we can move to email but the forums are our primary point of contact at the moment. It allows us to reach a large number of our users for when many might be seeing the same problem or allows a user to see if there question has already been answered and save them waiting for us to respond.

    Part of the reason we focus attention on the forums now is that we saw a significant surge in tickets and we were unable to ensure people received the support they should in a timely fashion. This would only be exasperated with an online live chat so unless we could ensure timely responses it would only be a source of frustration for the user. I've seen some big companies e.g. ISPs etc. move from telephone support to online chat but I've not come across any small company offering such a service. Obviously personal experiences are unique to each person, we may interact with very different groups of companies.

    So if you can let us know a little about the issue you're facing we'll do our upmost to assist :smile:

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