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Author Topic: Paid for 2 months but im already at 50 days left? Somethings wrong  (Read 14585 times)
antifmradi
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« on: March 16, 2015, 10:39:35 PM »

The system says i paid for a 2 month membership. Actually that part is correct, because i started the account on 03/05/15
But your system says i only have until 05/05/15
That part cant be correct because you only offer support during weekdays Monday - Friday

So why are you counting weekends against our memberships?
2 months would be 60days but in the case of Shape5 only operating during Business days
then shouldnt the two month membership end on 5/26/15?
That would be two months of business days
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mikenicoll
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« Reply #1 on: March 16, 2015, 10:58:00 PM »

Hello,

We are not in the offices on weekends but our Forum, Downloads and emails are still operational. You can email us or create a forum post on these days and we will respond during regular business hours M-F. Often times if we have extra time during development on weekends we will try to reply to as many topics as possible.

Membership duration has always included Weekends as we would have to turn off downloads on weekends if we didn't account for these days. All of our competitors have the same or similar office hours.
« Last Edit: March 16, 2015, 10:59:41 PM by mikenicoll » Logged

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kittrad
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« Reply #2 on: March 19, 2015, 11:45:28 AM »

Giving this a +1. Trial period so far on my knowledge would always include weekends.
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mikenicoll
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« Reply #3 on: March 19, 2015, 05:34:48 PM »

Hello,

The membership durations include weekends in the time period. Our offices are just not open during that time as stated.
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Mike Nicoll
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jonahh
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« Reply #4 on: March 20, 2015, 12:03:46 PM »

Hey Guys,

It is an interesting idea and we have given thought to it but we just don't see how it would work for several reasons as a membership includes 2 main things, support and access to our downloads:

1. Like Mike mentioned above we would have to turn off the downloads
2. Access to the support would be off during the weekend too, this would prohibit weekend posts by you (which we do reply to quite frequently).
3. The forum has a lot of previously asked questions which many of our members find useful and thus wouldn't be able to access on the weekends
4. If a new members decided to signup on the weekend, they would have to wait until a business day to access anything.

Thanks again for the suggestions though, keep them coming, we do appreciate the interaction and learning how we can make Shape5 better and better.

Sincerely,
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Jonah Hall
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antifmradi
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« Reply #5 on: March 20, 2015, 09:36:36 PM »

Hey Guys,

It is an interesting idea and we...........

1. Like Mike mentioned above we would have to turn off the downloads
2. Access to the support would be off during the weekend too, this would prohibit weekend posts by you (which we do reply to quite frequently).
3. The forum has a lot of previously asked questions which many of our members find useful and thus wouldn't be able to access on the weekends
4. If a new members decided to signup on the weekend, they would have to wait until a business day to access anything.

Thanks again for the suggestions though, keep them coming, we do appreciate the interaction and learning how we can make Shape5 better and better.

Sincerely,

"1. Like Mike mentioned above we would have to turn off the downloads"
That is not the only choice you have. Its just the one youve come to for now

"2. Access to the support ......... this would prohibit weekend posts by you (which we do reply to quite frequently). "
Yes but not as often as the weekdays because as its noted at the top of the forums, SUPPORT OFFICE is closed during weekends

"3. The forum has a lot of previously asked questions which many of our members find useful and thus wouldn't be able to access on the weekends"
True however we both know there is  a huge difference in the percentage of posts on the forums which have no either no answer or not the correct answer for
a high percentage of users who would be reading them. So just because they can now access them on the weekends is kind of a mute' point because the answers they are seeing either dont pertain to their problem, or they can for the most part, expect not to hear from anyone in support until AFTER the weekend.

"4. If a new members decided to signup on the weekend, they would have to wait until a business day to access anything."
Understood but when a new member signs up now on a weekend, again the support office is closed until Monday so what exactly would be the difference.
Most users wouldnt ask a question "in hopes" to hear from someone DURING the weekend. We believe what a company tells us and if they are telling us:

Quote
Our official support forum is currently offline
You may still post, reply and use the forum boards as normal during this time. We will respond during business hours.
Business hours:
Monday through Friday 9AM to 5PM EST
Closed on US holidays.

Why would we go knocking on their door to see if their "open"



The bottom line in what im saying is, more customers would be inclined to be more interactive on the weekends then current if they knew someone  ( at least some "1" ) would be around to answer.

Also, and this is the most important point of all.
We are the customers, we have lives and jobs outside of our Joomla installations.
So monday through friday we have limited time while on the weekends is when we would be doing most of our technical work but...............Shape5 Support is closed.


Its like when you are at work from 9-5 every day and all the companies we need for day to day living tell us they can only help during business hours.
However here we are calling into their voicemail service off hours and they tell us "Please call back during normal business hours"
However we work during those normal business hours.


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mikek
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« Reply #6 on: March 21, 2015, 07:16:06 AM »

Hello,

I believe Miken and Jonahh have done a good job explaining our points, but let me re-iterate a few things.

1. Downloads can be accessed 24/7, they are never turned off.

2. You may post to the forums 24/7, they are also never turned off.

3. Other members may reply to your posts at any time.

4. Our official hours are Monday through Friday 9am to 5pm, but we are VERY often online outside of those times. For example I am posting this on a Saturday. We also have a moderator that is on mostly at night time due to other scheduling. Those are simply our official times.

5. Contrary to your points above most of our support and general site traffic on the site is during the weekdays, the weekend site traffic and requests for support is very low. So most of our customers are looking for support during the hours we officially provide it. This is not because there is no official support offered during that time, it's because they are simply not online at that time; ie: the site traffic is significantly less. Most of our members are developers who work the same Monday through Friday hours and are off on the weekends.

6. All businesses have business hours. Those who offer 24/7 support, which are extremely rare, have very limited staff and support during the weekends and night time.

I'm sorry this is not something we are going to be changing. It is a policy that has worked very well for us for many years.
« Last Edit: March 21, 2015, 07:19:41 AM by mikek » Logged

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antifmradi
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« Reply #7 on: March 21, 2015, 11:13:09 AM »

mikek  please dont think im arguing. Im just discussing it.
But i have to say, the point you make as #5. Yes im sure most of the traffice is between M-F
but that is again because of the point i made previously

Your page states at the top, No support is available on weekends.
So like i said. When we as customers come to a storefront and see a sign that says "Closed"
We arent going to stand there and knock "in hopes" that someone will answer.

So obviously, ur traffic will be down when u are closed
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mikenicoll
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« Reply #8 on: March 22, 2015, 12:34:17 PM »

Hello,

I don't agree with your last statement since this is not a retail brick and mortar location. Yes if you saw a "closed" sign on a retail store you wouldn't stand there and knock but our site is an online community that offers digital products and subscriptions. As Mikek stated we are not "closed" on weekends, our official support is just not advertised as "online" during that time. You may still post, download and use the forum to seek out any information you may have regardless of what the "official" quoted hours are.

You can think of the forum almost as a ticket system (which some of our competitors have). If you post on the forums during the weekend you will receive a response within 24 regular business hours M-F. If we offered the same level on support during weekends this would impact a number of things:

1) Development usually happens during weekends when official support is offline. This would impact the amount of overall time available to develop Templates/Themes and Extensions.

2) If we added 2 additional days of support this would also raise the cost of subscriptions by 40%. Since our site traffic consists of mostly developers during our regular business hours we don't see a reason to add additional "official" support days during weekends and increase the prices for everyone because of that.

3) It's also important to note that we have been in the business since 2007 and have had the same hours of operation for almost 7 years. Whilst we understand that not everyone's hours are going to match up with our "official" hours we analyzed all the traffic to determine what hours work best for the majority. That said I personally answer threads outside of regular business hours almost every week during the evening and also on the weekends if I have spare time.

Kind Regards,



« Last Edit: March 22, 2015, 12:37:21 PM by mikenicoll » Logged

Mike Nicoll
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Shape 5 Team

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- Put your trust in the hands of our extremely qualified staff to get your job done right!


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antifmradi
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« Reply #9 on: March 22, 2015, 04:41:08 PM »

Thanks for the discussion guys
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mikenicoll
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« Reply #10 on: March 23, 2015, 04:59:48 PM »

No problem. Thanks for the input.
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Mike Nicoll
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Shape 5 Team

- Need a great host for your website? We highly recommend siteground.com!


- Put your trust in the hands of our extremely qualified staff to get your job done right!


- Firebug is the most powerful web development and debugging tool, and it will save you a lot of time, frustration and forum questions:
Install Firebug
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