Hi guys, maybe someone has to finally say this, but if it's been said before, then all the more reason I should say it once more.
UNA team, it wouldn't be such a bad idea to hire interns to help you out with the workload. We need people who are going to respond to our enquiries regularly until the problem at hand is resolved because so much goes on and we end up asking fellow members for help, which they don't have to give, just to get the desired results.
Emails can take 1-2 days before responded to, so urgency isn't taken seriously here! Private Messaging is the WORST! I don't know how many times I've been ignored by the UNA team from the first question, OR during the discussion (someone going silent all of a sudden, for good!). CUSTOMER SERVICE AND SUPPORT is sooooo important and I bet EVERYONE here agrees with me, I remember it was once mentioned but it still persists.
1. Emails take too long to be answered, which means if your response isn't clear, it can take a week or 2 to solve even the tiniest problems.
2. PMs either are ignored, or if answered then eventually will go unanswered.
3. Public Discussions are made, and even with that, y'all respond to the topics of your liking. So many posts here have went unanswered, if an answer comes, y'all have to be tagged of be forced to say something. Or maybe you only respond to posts that have a lot of engagement.
Therefore, hire several students (paid or not) who will help us more efficiently. I can only imagine if my site goes live and I encounter a problem which will be solved in a week or two because of bad support and service. This is the most important thing that y'all keep taking for granted! You can learn a lot from web hosting companies.
I’m not sure about the students’ account, no matter how worse it would be 😁 I would first bring the UNA to a stable version, before introducing controversial functions.
My suggestion is this: if there are projects on the UNA that already have an income, you just need to share it with the UNA. Everyone from this will be fine, perhaps the team will expand. Personally, I plan to do so. In this case, I hope our opinion on the platform will not go unanswered.
The interns or something like that can be here... On this very platform, these are the people who'll be available only to assist and answer questions which the Gurus don't have time and energy answering. At least this way we'll all get fair treatment and we'll all be treated as important clients, instead of only the highest bidders being given the attention.
Too many of us are waiting for the App, if not all (apart from certain features to be integrated and brought in). So, I don't understand how's that not taken seriously! The first iOS video was vague, and now it's been over a month since we were told Android video is coming. Nobody feels like making it because somehow, for some weird reason, it's not important right now. Wow!!!
And we purchase nexus which now useless. I know they are watching this discusions but choose to be silent. I think they dont want to be hooked up in a lot of hidden issues like the one i pointed in my post. Two reasons i see is maybe they are busy or dont know on how to go about as of now yet.
Just my observations.
Please dont get me wrong.
All this is draining, and what's worse is that we kee paying for things like hosting but our networks are not moving, at all!!! The only people who get all the attention are the companies UNA is working for (guys that bring in the most money). And we're attended to on a lunch break
Mhhh, I do not think a student will help much. Can you imagine the training time? He will have finished his studies before being ready. I use UNA since the first version, I am very far from knowing everything. There are so many possible cases. Also, there is better than a student, there is a specialist, Leonid. Yes, it would sometimes take two Leonids, but somehow you will pay the price. I think it's always a story of good compromise.
But users should also make an effort. What I regularly notice is that the requests are not clear, or poorly worded. Also, quite often, the questions have already been addressed, sometimes ten times. All this also causes a waste of time.
Of course the service is perfectible, like everything. The messages are so many that it's easy to skip a subject you know. I never felt that it was voluntary. We must also admit that we are asking for help and improvements at the same time. The people who work here are abuzz with a lot of work, do not think they do 7-hour days.
In short my opinion is that overall, I do not really have anything to complain about. I just watched, I opened 412 questions, I always had an answer in a reasonable time, it is true, from time to time, I have to quote @alex to get his attention. I find normal, he is not a robot. Sometimes I ask questions via messenger Anton, idem, I always have an answer quickly. So I find you a little stern.
You're the 1st person I go to whenever I need help and you do come to the rescue. And I like that you mentioned that your private messages via messenger get answered quickly, unfortunately it's not the same for me, and maybe others. Sometimes mine get completely ignored, or if answered, it'll be after a day or 2.
Which brings me back to this curiosity, does the UNA team decide who gets answered quickly and who doesn't? That, is a mystery!
Una teams number one priority needs to be keeping the business alive. For this they are possibly taking custom projects as much as possible.
We may have more professional subscriptions to support the Una project.
Of course there are things to improve and will also always be, but everyday I observe another good design in Una. this is a very high quality infrastructure.
I guess in these days team is also busy with applications.
This is only my opinion of coarse but I think it would be a great idea to have people work with the UNA team to provide support for the rest of us. The UNA team would have much more time to work on UNA software updates and upgrades.
As much as this is the number 1 thing that beats a lot of things with priority, also considering that the level of experience amongst the users is not the same, how does one justify ignoring messages? How does one justify ignoring urgent matters? Some of us here cannot even launch because some of the issues such as 'configurations,' 'App deployment,' etc. are unaccounted for.
Exactly my point. It was once suggested that the people who are here such as Baloo, with their experience, give a helping hand to whoever may need it. And in return get compensated in some way. This is how UNA will be more productive. Imagine how many frustrated people are there who don't even feel the need to engage because they too experienced bad customer service and support.
No, do not think that. If I have a particularity, it is that of trying to save time. I try to be precise, to do my own research, not to disturb for nothing. But you know, even trying I can not always do it :-)
However, do not forget that the experience never falls from the sky :-)
Precisely buddy 🙂
Una has an awesome platform. Support it's is biggest threat. All community managers are suffering from this. Platform isn't stable, they have to make tough tradeoffs. However we can only take so much pain before folks start packing up, worse if another startup launches a similar product that just works. Which in tech.... ALWAYS happens . I won't bash the team, they're good guys. Just undermanned and they've bitten off more they can chew right now
Indeed! Without support, frustration builds up quickly! It's already happening, I'm not the only one frustrated. That I'm sure of. We're so many, and yet, no change in that regard. UNA is a beautiful, state of the art platform, but it's support is in question!
I repeat, look at the support from the web hosting companies (e.g. TMDHosting) it's great, and they always answer you timely, no question goes unanswered, and as much as they have a lot of clients, but each client is equally important.
Hello Silver Surfer !
Well, think I'm too old to be intern or student but let me try to check all your support stern chases. As I remember you and I had good cooperation with your support requests, so if I missed something - please specify.
Also, who has a similar lost "support" connections - please specify your current challenges. Because with overloading of some key figures of our team we may meet the situations as one good guy told sometimes:
"...in all this excitement I kinda lost track myself " (c)
PS Thnx Baloo and Cem for warm words and your help to the community!
And might I add that you're the only one on the UNA team who holds enquiries throughout...
I'm raising this issue because should it persist, imagine what things would be like once many sites are published/launched. I understand why many people recommend you for inquiries, but even you cannot handle that load alone, and it's weird when you're the only one who doesn't ignore inquiries, or leave them hanging. Remember this discussion when most of us here have launched 🙂
Thank you for your warm words too, but this is my primary goal to track all support issues - that's why you have the impression of my high answers-rank :-) but other our team members are involved with support as much as they can too.
J
Hello LeonidS I still have an issue (emailed in back in September) of uploaded Files not showing in the list unless they were initially posted as 'Public.' I have noticed the same issue follows for groups, posts, events, etc. If the item is posted with limited visibility to 'Premium,' it will not show up to Premium users unless searched. Not a huge deal, but I want users to be able to post something and allow it to be for 'members only.'
There is always the timezone issue that many may forget.