Hello,

I have updated this post to remove my complaint because wizcode did finally respond to my tickets. I have been waiting the whole weekend, growing more and more nervous about my purchase, but eventually I got a polite reply.

I apologize for comparing the customer support ticket system to a black hole - I take my words back.

Karel Vlcek

qlcek - 20 June 2009 11:13 PM

Hello,

I have updated this post to remove my complaint because wizcode did finally respond to my tickets. I have been waiting the whole weekend, growing more and more nervous about my purchase, but eventually I got a polite reply.

I apologize for comparing the customer support ticket system to a black hole - I take my words back.

Karel Vlcek

Hi Karel,
Apologies for the problem - we’ve been chasing the issue you experienced since a few weeks. We had a bug in our shopping cart code when multiple products were placed in the cart at the same time. We installed debugging scripts on the server about 2 weeks ago and have been since then waiting for the problem to occur again. You were the first customer to experience it and now we have the log files and will try to resolve the problem immediately.

I completely agree with you that our support is somewhat slower on the weekends. We are currently trying to cut the response time to less than 24 hours (our goal is 12 hours) during the week and to 24 hours during the weekend. To do that we must change the way the trouble ticket system works a bit.

We are Wizcode are very concerned about customer satisfaction and have weekly meetings devoted to that.

We will soon ask our loyal customers to fill a survey and point out what they like and don’t like. Your feedback is very important and I am encouraging everybody to actively participate and send questions, complaints and suggestions to our support staff or directly here on the forums. Wizcode will listen and take appropriate actions whether necessary.

Kind regards,
Anton