What's up with the new Support System?

Okay, so instead of emailing your agent, you now purchase tickets for a buck a piece (minimum 5).  You then submit a support ticket.  Your ticket is then accepted almost immediately by one of the many "supporters".  So far it sounds like a good plan.

However, now that your ticket has been accepted by a "supporter", you are now expected to wait indefinitely until that person decides he/she has time to reply.

Days go by...then more days...then a whole week has gone by and still no idea on what is going on.  Do you submit another ticket, or wait another week to see if your "supporter" will finally reply.  Good thing the issue isn't incredibly urgent...oh sorry it is.

I liked the agent system better.  I had a great agent, and my agent always responded within a day or two.  Waiting a week and still having no idea if you are going to get a reply is not a good system.

It's feeding time on planet Boonex.....

I prefer the old system also. Ive not been a high maintenance D customer, but have had a couple of questions in the early days of learning to swim in the boonex pool...

However, recently had to purchase credits so I could send a ticket, this recieved a brief look by an agent who mailed back after finding that I had 3rd party (unity market) modules on the site and therefore was not covered. This at my cost.

Then, I sent another ticket (another $) to exmplain for the second time that the problem was not with unity mods, but with something core related to dolphin.

For my $2 worth, I was asked to re-install.

Alright, it's only $2 but I just felt a little ripped off! I at least expect if Im being asked to pay for a service, no matter how little, that I get proper attention.

I actually felt that I got better attention when the service was free!

At least with free, there are no promises.

As soon as you charge for something, you enter a contract to deliver the goods...

....that is exactly why we either ask for free help here in the Forums or directly contact our Agent and pay for whatever we need...if payment is needed, at least we know who we can really count on...

Do not get me wrong, but with so many users, this is how we see it to work more efficiently for us...

So I guess if I need urgent help, I have to pay $200 for an urgent support request.  In the past I paid my agent only $20, and all my requests were resolved within a day or two.  Now I do agree that such a charge was insanely cheap, but to go from $20 to $200 is quite a jump.  And this $200 guarantees me 30 minutes of work.  If it is more work, it could be split into more than one ticket. So an urgent request that takes about 1 hour of time could cost me $400.

Maybe these insane price hikes have something to do with increased electricity costs and proposed carbon taxes in Australia!