Hello CS-Cart users,
We have some projects in process by the CS-Cart helpdesk team and get huge delay cause responding time is a couple of days between the messages exl the weekends. The messages contain some simple questions, additions or suggestions.
From the past, I remember it was much faster.
How is your experience with the customer helpdesk team and what is the responding time between each message in general?
Hello Dennis
[quote name=‘dennis’]Hello CS-Cart users,
We have some projects in process by the CS-Cart helpdesk team and get huge delay cause responding time is a couple of days between the messages exl the weekends. The messages contain some simple questions, additions or suggestions.
From the past, I remember it was much faster.
How is your experience with the customer helpdesk team and what is the responding time between each message in general?[/QUOTE]
We apologize for any possible inconveniences you may have experienced due to the delay in answering via our Customer Help Desk
We work Monday - Friday, 9 a.m. - 6 p.m. at our local time. Our local time is GMT+4.
We guarantee you a reply within one business day. If you post your request
on Friday evening or during weekends - you should expect our answer on Monday.
—
Anastasiya Kozlova
CS-Cart Support team
[quote name=‘CS-Cart Support team’]Hello Dennis
We apologize for any possible inconveniences you may have experienced due to the delay in answering via our Customer Help Desk
We work Monday - Friday, 9 a.m. - 6 p.m. at our local time. Our local time is GMT+4.
We guarantee you a reply within one business day. If you post your request
on Friday evening or during weekends - you should expect our answer on Monday.
—
Anastasiya Kozlova
CS-Cart Support team[/QUOTE]
Yes, I respect the weekend and holidays. But it is not true that the reply is within 1 business day. Of course, there can be some delay once, but my experience at the moment is that it take 2-3 days for each post.
From the past I experienced faster response.
Besides, this post is not against CS-Cart or discuss the quality of the work (thats very great!), but about the respond time.
Now our projects are heavy delayed. I’m wondering how other CS-Cart members think about it…
Thank you for the reply, Dennis.
We apologize for any possible inconveniences you may have experienced.
But let me explain the following:
There are several departments in our company, but only the technical support department guarantees a reply within 1 business day. We checked and found out that you have the "Project d2 integration "issue open. You discuss this issue with specialists from our custom development department. Unfortunately, at this moment, due to a very tight schedule of the custom development department, estimating a quote and investigating required changes can take us a little more time than usual.
Thank you for understanding.
—
Anastasiya Kozlova
CS-Cart Support team
My experience is that 99% of the time they answer within one day, unless it’s an issue that requires some research.
[quote name=‘CS-Cart Support team’]Thank you for the reply, Dennis.
We apologize for any possible inconveniences you may have experienced.
But let me explain the following:
There are several departments in our company, but only the technical support department guarantees a reply within 1 business day. We checked and found out that you have the "Project d2 integration "issue open. You discuss this issue with specialists from our custom development department. Unfortunately, at this moment, due to a very tight schedule of the custom development department, estimating a quote and investigating required changes can take us a little more time than usual.
Thank you for understanding.
—
Anastasiya Kozlova
CS-Cart Support team[/QUOTE]
Thank you for your explanation. I understand it more clear now. No matters, in general, the service of CS-Cart is very professional and the delivered work is also great! I started this thread to get the opinion of other users, because its hard to start up a new project with these communication time troubles, but its okay now.
Also, my experience is very good with CS-Cart, I’m a satisfied user.
Thank you for the kind words, Dennis.
—
Anastasiya Kozlova
CS-Cart Support team
To this point though, I know when I first started with CS-Cart they said that U.S. Support would be added but to my knowledge this still has not taken place. Is this still in consideration and if so when can we expect the improved service offering?
Hello Whiplash13,
[quote name=‘whiplash13’]To this point though, I know when I first started with CS-Cart they said that U.S. Support would be added but to my knowledge this still has not taken place. Is this still in consideration and if so when can we expect the improved service offering?[/QUOTE]
You are right, we do not provide support from the U.S. at the moment and, unfortunately, we cannot say if (and when) we will provide it. So now please contact us through our Customer Help Desk.
—
Anastasiya Kozlova
CS-Cart Support team
I find they reply within a few hours, if not a day at the most…