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| Restorations | |
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| Topic Started: Dec 31 2008, 08:26 PM (2,531 Views) | |
| Hayden L. | Dec 31 2008, 08:26 PM Post #1 |
Member
  ![]](http://209.85.62.24/static/1/pip_r.png)
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6-7 months ago I posted a ticket asking for support, and after a few weeks of non response I posted a topic expressing my disappointment with the poor support response, this was replied: "Tickets are sorted so that the oldest unreplied ticket is shown last, so as to allow us to visually see who has been waiting longest. I'll admit that at times this can be frustrating for members waiting for support, but it is really the most fair way to do it. We do our best to answer all tickets in a timely manner, but we get a lot of them and as we are all volunteers, sometimes the wait is longer than at other times." Either this isn't true or you've been reading my ticket for the past few months. Funnily enough I could do with the support I've asked for at this period of time despite the ridiculous wait. "We are escalating your ticket to a higher tier of support for better service. A representative will be investigating your question further. Thank you for your patience." Come on InvisionFree, sort it out... It's now 2009 and it's still awaiting a response. Edited by Das, Jan 2 2009, 10:36 AM.
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| Nicola | Dec 31 2008, 08:33 PM Post #2 |
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What is your ticket about? |
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| Hayden L. | Jan 1 2009, 06:52 PM Post #3 |
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Oh hey Nicola, I see you're still around. Coolio. Basically it was lost access to a board and I needed some way to get a password recovery email sent to my email, which I can't do myself since the board's offline. Once I'd received the "escalated tier of support" reply, I haven't heard from anyone since. |
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| Jonathan | Jan 1 2009, 06:58 PM Post #4 |
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Only our management team can handle tickets of that type. Brandon, being the developer of ZetaBoards, is extremely busy. Brian has many, many tasks to perform, so hasn't had a chance to work through many of those questions. The fault lies with a lack of indication stating there will be a wait period before your ticket can be handled; something I always try to include in my tickets whenever I reply to a ticket requiring management attention. |
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| Hayden L. | Jan 1 2009, 06:59 PM Post #5 |
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It's been 7 months... |
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| Jonathan | Jan 1 2009, 07:15 PM Post #6 |
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Any normal ticket would get you a reply within 24 hours on average. Management tickets are treated very like restorations, and may as well be on hold all together. It isn't fun on our side, either, btw, knowing there are so many tickets we can't help with, but that's the way the system is setup. |
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| Pats_rule | Jan 1 2009, 11:43 PM Post #7 |
Lets Go Pats!
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May I ask when was the last board resortation preformed? |
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| cvn-tv-dip | Jan 2 2009, 02:41 AM Post #8 |
Retired Soliloquist
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I'd like to ask that as well, not to be judgmental but just to see how long it's been. I think that at this point the support should start preparing to do gradual restorations, and push for emphasizing that as a priority. Meaning, if there's any time available, IF should begin to perform periodical restorations in small and manageable batches, older requests first. It may seem to be quite overwhelming if the support waits until other things, like indexing, are finished before starting restorations at all, since restorations have piled up since around when the support section was transferred to ZB. Leaving some room to begin restoring in gradual numbers concurrently with current priorities might be a better idea. Edited by cvn-tv-dip, Jan 2 2009, 02:42 AM.
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| Will | Jan 2 2009, 05:22 AM Post #9 |
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There are boards in the queue from 2006. This doesn't mean that boards haven't been restored since then, but it should give you an idea as to what we're dealing with. The status of restorations is being considered as we speak, and I believe an update will be given over the next few months. |
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| Omnimaga | Jan 2 2009, 07:34 AM Post #10 |
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to be honest I think they should be somewhat resumed, even if at a slower pace, but resumed as a bigger priority than new ZB features, because 3 years with restorations suspended (or almost) is getting ridiculous. I know some people are gonna say that people should have chosen good passwords but not everyone is aware about all security stuff, especially cracking via password recovery got from hacked email and if someone puts hard work in his community for 3 years, then his entire board vanishes, then his community is done for good since from experience members will leave due to their work being deleted |
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| Das | Jan 2 2009, 07:42 AM Post #11 |
Smells of rich mahogany
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On a purely personal note, I believe the greater majority of the community would prefer new features as opposed to helping someone who made an error. In fact, I'm willing to bet that several of the people waiting for restorations would prefer features over a board being restored. A single forum with 10 people and 100 posts can be recreated in half a day. To restore that same board would take a similar amount of time for us, and that means we can't do anything else. Again, I'm not speaking on behalf of the staff, and this isn't a hint that we don't care about restorations. |
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| Pete B | Jan 2 2009, 08:11 AM Post #12 |
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Is there any point to resume board restorations after 3 years? |
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| Brian | Jan 2 2009, 09:52 AM Post #13 |
Go Irish!
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We're actually putting the finishing touches on a few things that will allow us to easily address certain types of restoration requests. While this won't help everyone, it should provide quicker help for those that fall into a few specific categories. We'll post more info on it as soon as it's finalized. Brian |
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| Hayden L. | Jan 2 2009, 01:39 PM Post #14 |
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I'm not entirely sure why my request classifies as a 'restoration', feel free to explain... I've not lost anything other than the ability to send myself a forgotten password request... |
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| Will | Jan 2 2009, 02:28 PM Post #15 |
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It depends on the reason why you can't send yourself the password. If your e-mail is no longer attached to your account (or you're using a different e-mail and can't remember the password), then management will need to restore/confirm the e-mail address you registered with in order to give you access to your forum and admin CP again. |
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