On the latest delays:
Any interest in training ChatGPT to answer support questions, or even create a library bank of questions that are search-able?
@EvaUnit - am writing to you here in order to not derail @vivekarora83 's thread.
Yes, sometimes it does happen that support is slower in replying to our tickets. It has happened to me more than once. This is when we have to be a bit more patient and understand that life happens.
We aren’t paying for Support. We could say we are paying for the main store titles and customs but their value and cost isn’t part of maintaining support. At least in my view.
I personally think of Support as a bonus and free and not really something we are paying for. For that am grateful and don’t feel as impatient when tickets take some more time to answer.
Regarding the fact that competitors answer faster, we have to remember that their prices are also expensive plus they don’t have to deal with customs and support tickets dealing with customs. Hence they are quicker in replying to our concerns.
I would encourage you to take a big picture analysis of this issue rather than being frustrated.
And as Fire recommended, use the forum more often to get your questions answered if you need a quicker reply.
Cheers!
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Oh, I would have totally misread your tone if I were interpreting your textual communication. I actually though you were feeling a bit impatient when you tagged RVConsultant and said “Its been 2 weeks” and included your ticket number; or maybe the second time when you replied to your own post tagging RV Consultant saying “It’s been 3 weeks now. This support ticket is still not answered” and tagged RV Consultant a second time. Its good to hear you aren’t feeling impatient though. Patience is usually a virtue, right? My response time was about one-month so hopefully in a week or less, you’ll get a response and the issue will get resolved on the first try. I’ll keep my fingers crossed you have more success than myself!
I agree with you that we do not “pay” for support in the general-sense of the word; honestly though, if they offered me an express reply option for an extra $10, I would have paid for it over waiting 1.5 months for one reply. The same way, I might pay for express delivery on a package in some instances of the delivery time went from weeks to a few days. Part of the reason I didn’t mind paying the high price tag for a custom subliminal was Subliminal Club’s great reputation. I figured, if there was an issue, I’d get good customer service as they have a great reputation, you know? The same way, someone might pay more for a BMW expecting better service than if they’d purchased an low-end Kia.
I do view support as a cost of doing business and something built into the pricing of a product as an engineer that does contract/project management for a living. For example, most TVs, etc come with a warranty and live chat/email support you can call. I use TVs are a reference as my custom-subliminal I am seeking assistance for, costs about as much as 55" Samsung TV of mid level quality. Samsung TVs, as an example, have a one-year warranty period, and if something goes wrong during your setup like your Sound Bar keeps being dropped, you can ask for assistance via email/phone/etc and get a reply in a few hours or sooner. The operating-expense of providing this service is included in the purchase price and it helps build Samsung’s brand name that you can get service in a few hours.
I would find it a bit odd if Samsung where to respond to a request for support by screenshotting their customer email, taking the time to blur it, then post it on their forum and blame the long response time on “we are selling too many TVs and our business is just too good”, “Its the customer’s fault for sending us long tickets.” “and death threats.” shrug.
Cheers! Thanks for taking the time to reply and your input Lion. Unfortunately, my question’s answer cannot really be found on the forum.
Yes I do mention the time duration since RVconsultant usually asks for it. And to highlight that it has taken some time.
That’s fine but that service isn’t there and hence this point isn’t applicable.
Samsung products have high profit margins, my friend. And not all of their support is high quality. Which is why there are complaints there too many times.
That’s fine. Which is why we have to wait a bit more if we want an official answer.
You’re welcome. Am replying to you from a customer perspective here and hope it helps.
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Would you please be so kind as to copy/paste that reply to Fire in vivek’s journal over here, EvaUnit? It should automatically link the quotes right back there.
Personally I think that after this gem of yours…
…I would have been happy to name a list of companies with customer service so bad it earned YouTube videos which you could watch while you waited for support. Fire on the other hand, was a bit more forgiving. 
I get it, we live in a time of instant gratification. Just today I wrote a ticked off email to a customer service department because they took more than 24 hours to ship my order and didn’t tell me there would be a delay. I kinda wish I could take that back now, but what’s done is done.
If you have advice for us, put it in this thread. I’ve seen more than one suggestion being implemented.
And although I can not speak for everybody, I apologize that we couldn’t answer as fast or thoroughly as you would have liked.
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Sure, one of my suggestions would be fairly simple to implement. When I received a reply to my “ticket” there was no email notification. I only received a notification two days after telling me I had to reply within 24 hours or my ticket would be closed (2 days after the reply was given). As a result, not knowing there had been a reply for 2 days, added 2 days to my response time and dragged out communication another 48 hours (potentially). Having a reply be auto-issued when someone replies, like happens when I receive a reply on this forum, would be useful, right?
Additionally, having worked customer support when I was younger, a typical process that provides better customer experience and reduces overall response times, is to respond to a few-tickets at once, multiple times, in short succession until an issue is resolved. As I suspect, by the time a month has passed and I get reply number 2, the customer service agent will not recall the details of the conversation and have to start “from scratch” almost. Thus may need to re-read, refamilarize themselves, etc. Whereas if they were carrying on 10 conversations at a time and replying to those, they could likely remember the details of all 10 at once and reply without having to re-read. Then when customers are getting responses, they too will check/respond more often and it would reduce the reciprocal response times from the customer → support side.
Basically, only pulling new tickets as the limit-tickets in your queue are closed and keeping a reasonable maximum that you can recall all the tickets you are responding to, without having to re-read or re-go over the prior history.
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This may be something with your email. I’ve always got notifications immediately when the tickets are updated.
Might check with support to see if your email address recorded any bounces in the past. I had that happen separately with Q before so i wasn’t getting emails when my customs were completed.
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Possibly. I’ve received every other email from subliminal club? From order info, to the ‘your ticket will be closed in two days’, etc and I’ve added *.their-address to my safelist… but who knows.
So…
Do you want to say what your question is?
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I think it’s a personal question which he doesn’t want to share in public. I could be wrong but that’s what I think.
Which is okay of course. Give the Support some time and am sure it will be resolved.
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We never know what’s happening on the other side, and Subliminal Club is doing a great job when it comes to being creative with subliminals. Yeah, customer care does needs improvements.
I can suggest having priority given to the tickets. When we know which one is high prio and which is low prio things will start to become better. In outlook we do have a flagging system, which can be used to sort out high prio ones and keep the low ones at the bottom.
Forums are great place to be, and I always take @RVconsultant help. He always replies fast and my questions get answered in the forum. Thanks a lot @RVconsultant .
Can someone answer this:
I am still struggling with starting my own business, I tried different approaches and tested things along with Emperor, but they failed. I guess scripting in Emperor emphasizes more on getting started and taking action. (Correct me if am wrong). I did took action and lost a lot of money, and that’s cause it was an action without proper planning. I need something which helps me in these grounds. I am listening to all the subs which get released, but heading nowhere. Little bit of results won’t last long.
Thanks
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This should be in its own new thread under Questions and Answers category.
This thread deals with support tickets that aren’t answered after the quoted response times.
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Damn, this is strange to me. I create a ticket maybe once in three months and always it is around I do not know 5 sentences and just some minor stuff for clarification.
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I’m very satisfied with response times overall. Only once was it extended, and it’s due to they were busy as hell.
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Sure, I’ll PM you the question if you want. As my question is related to my order/custom subliminal creation, I haven’t shared my question, as I don’t think it is in the capacity of an normal user and maybe not even in the capacity/role of a forum moderator/ambassador. Please correct me if I am wrong. Are you involved in the creation process of custom subliminals?
I agree. Reading the user journals and the sense of community makes it great.
I am not involved in the creation process of the modules or scripts of custom subliminals. I am generally familiar with the modules and with the module selection for my own customs, but that’s about it.
If the question’s very personal, then no need to PM me.
If it’s not too personal, though; you might want to put it up here and see what responses you get. Someone else may have gone through a similar experience to whatever you’re trying to understand.
Good luck!
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Oh no, its not personal at all. PM’d you.
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As I said in the previous thread - all discussions will be held in this one. We’re not going to be cluttering @vivekarora83’s journal.
First and foremost, I did you a personal favor and protected your privacy by blurring what you wrote, so drop the snippiness and the whole “Fire wrote a novel”. I’m writing for everyone to read, not just you.
Next, we’re not going to be falling back on the good old “I’m just trying to help!”. Let’s be genuine here, that’s not the case. If this was the case, this whole discussion would have been vastly different - the tone, the way you presented your feedback, etc.
As for competitors, of course you are going to receive a faster response from a smaller company. That is the nature of business - and despite this crucial fact of business, the fact that as a business gets larger and larger it becomes harder and harder to receive in-depth guidance especially from the creators, you are directly talking to one of the co-founders of the company.
I believe the forum members here can attest to the extensive customer care they received and continue to receive, despite all the ridiculous situations we’ve been through and that the forum members have witnessed, to some extent.
Plus, there’s a reason why you’re here and not over there. You are free to go to another competitor any time you want - I’m certainly not holding you back. There’s a plethora of copycats, and a good number of once well-known subliminal companies that have since fallen into copying what we do, that you can choose from. I even recall recently an individual (was it you, @Plutus?) who didn’t believe us when we said they were mimicking us until he saw it all for himself, and couldn’t help but bust out laughing.
More importantly, what I’m not going to allow is people coming to the forums and misrepresenting what is happening in customer support.
There is a reason why you are using the language you are using at this moment. Look, I don’t usually like to talk about myself or the things I’ve done in life, but I’m a polyglot with vast amounts of experience when it comes to human development and the way our inner beings work. There is a reason that you say that we are shaming you and blaming the customer.
That reason is because my claims are true. You very much did send us a life story, and one of your chief complaints is that you received a response that isn’t detailed enough.
It’s not shaming, it’s fact.
Here’s the thing…
No company out there offers something that pretty much amounts to free therapy and life-coaching through their support system.
And yet, we strive to go vastly beyond and provide something akin to this service through our support system to such cases - because we know how complex life can be, and that sometimes you need someone with experience to take a close, detailed look and give you a potential resolution.
This is a luxury.
Simply put, we are not obligated to listen to your 1200+ word stories - but we try to, because we strive to go vastly beyond for our customers.
Some of these support tickets we can’t even legally answer.
You want less waiting time? Work with us then.
- Learn how to write down your thoughts in a concise manner. You don’t have to be laconic, but please, at the very least summarize the question at the end. This applies to you, @EvaUnit.
- Don’t ignore the instructions and don’t constantly change your mind. We are not obligated to change your custom after a build order has been made - with automation coming soon this won’t even be possible anymore. This also applies to you, @EvaUnit.
- Don’t ask things that you can easily find on the support website, in the Masterclass or that you can ask about on the forums. If you do and want some extra clarification, no worries - but be aware that it might not be code red priority as someone who is experiencing genuine issues that needs help asap.
You do this, I guarantee you the waiting time will be significantly less.
Next, having read the whole exchange, I have to disagree with your assessment of the support answer being inadequate.
While the response was delayed, it seems you were expecting a new custom to be made for you because of the delayed answer, because you might have asked for the custom to be cancelled if support answered within 3 days.
Again, the issue here is not following instructions. There’s no refunds or cancellations on Q, and in rare cases when we do these, it’s as a gesture of goodwill.
The support agent even pointed this out:
Then, you proceeded to berate the agent for your own mistake:
And to berate the agent for… QTKS?
QTKS is still an in-development offer. We’ve said so here: Main Disc. Thread - QTKS: Custom Subliminals In Your Own Voice
Of course you’re having issues finding the link, it’s not officially out yet.
Honestly, if behavior like this continues, we’re just going to hold off on releasing tech like this early, and instead we’ll do all our testing internally. I’ll need to have a talk with @SaintSovereign regarding this.
As I said previously, I’ll be setting aside research and development of NFTW updates and S3 sub to look into support in-depth tomorrow. Again, I don’t know if I’ll be getting to your ticket right away as there are others that need attention as well, but I’ll try to get as many as possible.
Also, really?
I’m definitely not going to be running to answer a ticket after working hours. We have lives too and are people.
Finally, I see something like this again in support:
And I guarantee you that we won’t be doing business together anymore.
I consider this matter closed - you’ll get an answer within a day or two as I clear out the queue.
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