Total lack of response from JM tech support

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6 years 1 month ago #4947 by Ariesiea
Ariesiea created the topic: Total lack of response from JM tech support
:angry: :angry: :angry: :angry: :angry:

I am posting this to try to light a candle under the rear ends of JM technical support.

Nearly four hours ago I informed JM of a critical problem with the Renewable Energy template. I responded with all of their requested information and told them we needed to get it fixed for a board demonstration this afternoon (less than 80 minute from now). I have NOT heard a word, despite repeated requests for assistance or any form of communication. I understand they're not in the U.S., but I paid for the template, responded in a timely fashion to their questions, and for support and I'm NOT getting it.

If I would have known the problems I would be having with this template and the lack of support, I would not purchase anything from JM. I am greatly disappointed in how buggy the template is and the lack of response when they were informed one of their customers had a significant problem with their product that was mission critical.

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6 years 1 month ago - 6 years 1 month ago #4951 by marcin
marcin replied the topic: Total lack of response from JM tech support
Hello,

We are sorry that you feel this way. However you should take into account that our response time may take up to 24h.



In your previous topic, we asked you to leave us a ticket with administrator details and FTP details to your website. We have received the FTP details ONLY and we received them from a different user than your username on this forum.

Please provide us with administrator details as well and we will take a closer look to this issue.

Regards,
Marcin
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Last Edit: 6 years 1 month ago by marcin. Reason: replaced the screenshot link with the attachment

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6 years 1 month ago #4953 by Ariesiea
Ariesiea replied the topic: Total lack of response from JM tech support
When a customer tells you the entire site has crashed and they have a four-hour deadline to get it working before a Board presentation, during business hours, who would expect tech support to wait 24 hours? It's not about your clock, it's the customer's.

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6 years 1 month ago #4955 by marcin
marcin replied the topic: Total lack of response from JM tech support
As I said, please get familiar with our rules.
We do our best to help as soon as possible - we do not work 24 hours a day.

Regards,
Marcin

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