Support and Tutorials

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This topic contains 4 replies, has 4 voices, and was last updated by  nickthegeek 9 months, 1 week ago.

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  • #48384

    kempie
    Participant
    Post count: 12

    A general comment.

    I have bought Studiopress themes for a couple of years now. In the beginning their were video tutorials and men and women who really seemed interested in making us successful.
    1. It seems like and I think I am right, that the volume of Tutorials has decreased dramatically.
    2. It would seem that Studiopress have taken the decision that they will decide what level of tutorial/tips/help they will provide. Obviously in this case its a case of”dont give the customer what he wants” or “we know better than the customer what he should have”. (that breaks most of the marketing rules I know of)
    3. “If the customer is a newbie then we will help him minimally and after that he can sink or swim”
    4. The Prose theme is an example in point. For a theme that is supposedly able to be used without hardly digging into CSS or HTML it hardly fits the bill.

    I get the feeling that Studiopress have taken the decision that they are big enough in the market to not have to worry about too many Tutorials etc. maybe I am wrong and Studiopress dont give a damn about what customers think. After all you didnt bother you ask your customers for their opinions. That being said – what goes around comes around and guys like me will – one day find an alternative to what we consider to be the best themes on the market.

    I hope that you will re-look at the way you are managing your customers now – and – if those of us who have written about this sort of thing in this forum have a point – to at least have the decency to re-think the support you “decided” that we deserved.
    Please dont remind me that this is a community forum – I know – and I do appreciate the help we sometimes get here. please also dont tell me to send this to the official Studiopress forum or contact point – as I know it will get there.

    Kempie

    #48404

    RobG
    Participant
    Post count: 992

    StudioPress has always provided the help needed for their customers with hand and hand tutorials http://my.studiopress.com/tutorials/, Here are some helpful video tutorials as well that might help you if needed http://studiopress.tv/.

    Also these new forums can also provide you with helpful answers to many questions you might have because it’s a community of users just like you and I all looking for the same think knowledge and general discussions.

    I have been a StudioPress customer for sometime now and can always count on them to provide answers to many of my questions. Grant you we may not always be happy with the answers we receive but none the less, we’re always number one when it comes to StudioPress and their amazing support team…


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    #48501

    kempie
    Participant
    Post count: 12

    “Studiopress has always provided they help needed for their customers with hand and hand tutorials” Wrong Rob G (or partly right) Studiopress used to provider tutorials in a forum so that others could contribute – and benefit – by way of video tutorials as well! As it is now the “Get Help” section in support is a one on one situation so no-one can get the benefit of picking up a tip and thus not having to get a support specialist to answer their specific question.

    It would seem that generally it has been decided to ignore concerns and requests raised by members of this forum elsewhere about the type of service we are getting now. I am obviously wrong – it is not the customer who comes first because I certainly dont remember seeing anything in the old forums asking CLIENTS what would work best for them.

    Dont get me wrong – I appreciate the help we get from volunteers on this forum – but that doesnt mean I have to like the “new” system imposed on clients.

    One only has to look at this forum to see how many people would far prefer aspects of the old system to be brought back as a supplement. To solve the problem would be a question of bringing back more support Tutorials and videos (yeah I know about Studiopress TV)

    Kempie

    CUSTOMER

    • This reply was modified 9 months, 2 weeks ago by  kempie.
    • This reply was modified 9 months, 2 weeks ago by  kempie.
    #49489

    dave_s
    Participant
    Post count: 26

    I have to agree with Kempie.

    Whilst I understand the reasons why the Studiopress guys felt they needed an easier system of forum management the result is less than stellar for the customer.

    It’s very disheartening to see Studiopress’ response to criticism of the current system as: We’ve already explained the reasons for the change and will therefore lock any further posts complaining about it

    What that actually means is: We hear you but we’re not listening

    As Seth Godin would say: It’s broken because I say it’s broken

    Guys, for you the forum might be easier to manage but for your customers it’s broken.

    #49533

    nickthegeek
    Keymaster
    Post count: 751

    Thank you for your feedback. We always are willing to listen to our customers as we are continually working to improve overall customer experience. If you would like to provide feedback please log into your account here http://my.studiopress.com/ and fill out the Get Help form.

    The Community forum is a place for community members to share ideas and solutions. It is also a place for users to request help with customization of StudioPress themes. This is made possible because of the generosity of our many volunteer developers and moderators.

    Per our Forum Guidelines here: http://www.studiopress.com/forums/policies-and-guidelines/ this thread will be closed to further comment. Thank you!

    • This reply was modified 9 months, 1 week ago by  nickthegeek.
    • This reply was modified 9 months, 1 week ago by  nickthegeek.
    • This reply was modified 9 months, 1 week ago by  nickthegeek.
    • This reply was modified 9 months, 1 week ago by  nickthegeek.
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