Hi,
I would know about other people support experience.
 
I posted a request on Jun 30th and was viewed only yesterday and stile there is no answer.
 
Also I would say that for about a week there was the online chat with no one available.
Now it is 'better' because the chat is simply offline.
 
I received assistance before buying the CMS, now it seems they simply disappeared.
 
I know that support is on best effort basis but it seems they simply escaped away...
 
Thanks
Fabio D'Alfonso

Although I have paid for 3 months Premium Support I have to report the support level to be good.
 
Although it is a bit trickier to gauge sometimes because I am on the other side of the planet to ViArt which has some timing advantages and disadvantages.

Dalfonso,
 
The questions you ask are they in depth or quick fixes? I ask as i am considering purchasing the software.
 
Thanks
 
FUZZ

I would say that they offer a very good support. Support people are proficient in the product.
 
The questionable thing could be that they could ask access to site to solve the problem. This is an highly effective solution to get answers, but it would be a no solution in big companies, where this would be not acceptable.
In any case they document what they did in the case history.
 
I would suggest to buy the product, and I would buy a three month premium support to have a priority channel, for a small price.
 
HTH
Thanks
Fabio D'Alfonso

I forgot to explain that because the time frame seems to be the only volatile parameter, premium support at 33$ per months could regulate this to about 24 h.

I have used support many times over the past year and generally it has bee excellent - and they have been quick to fix any problems.

I've had ViArt for 6 months and am very pleased with tech support. I've tried out test versions of quite a few carts in the $250 to $600 range, and each of them had merits and disappointments. Of course the most responsive is getting phone tech support but I've only found that on the ones with monthly fees (I tried 1ShoppingCart and Volusion) both are good but for me a less good feature mix than ViArt, and they get very expensive.
 
I've corresponeded with a lot of tech support for various carts and feel that ViArt is very responsive once I realize the time difference to USA and that they do not respond on weekends. The weird thing I noticed was that my notification email would sometimes come a day after they posted the response, so I always check on their website.
 
I've been VERY happy with the quality and usefulness of ViArt's support. I sense that they work really hard, they always are polite, and if you take an extra minute to give them your login info they will fix problems, not just carry on an endless dialog or say they can't support what you want.
 
I also am thrilled with the integration of features in ViArt. I don't think you'll find anything quite like it. Fuzzbuzz, go ahead and set up the free version which has every feature with just some limits on total categories and products. As you will learn in reading through this forum, they do need a better online manual but I find their design intuitive and very solid. EVERY cart I've tested has surprising weaknesses and bugs. ViArt is pretty responsive at fixing theirs. I look forward to them having a clearer page somewhere listing every bug fix and its purpose.

Just requested my money back .....
25 days, poor support
and still do not have the module's "shipping" working
viarts php files supplied not compatable with canadapost,fedex,ups......canadian side
 
found very slow responces from support tickets,
Finally spoke with canada post and got there module working, only to find that the viart script changed the $40.30 quote too $403.00.... think a point to be looked at....
I could go on, but Its been another month with another company stating that they have it all, And my site is still not working......
 
Not going to make this package nbr 5 in my cd carosole...
 
 
Program has good possibilities..... If If the Programmer's and software teams, can actually get together and put some personal time together, to speak <<<<<< vocally with us on solving some of these issue's.....
Company should offer a "known data base issue" for all too see.
Company should not release an update to the public with out a beta test run......
Tried the 3.5 upgrade , and totally wasted what i had done...." Do I wait 1-2 weeks for a reply....when I have a store to run ?" NOT.........
 
So Until they actually wake up.... I have to let this software ride... Hell been 5 different ones now... whats another....

What we should all remember is the fact that Viart is a low cost solution. People who want every feature and excellent support need to be prepared to pay (through the nose) for a fully customized solution.
I know i get frustrated sometimes that feature x, y or z is not there or that feature x is not the way i want it to be. But i am big enough to realize that nothing in this world is free. Unless I am prepared to spend thousands of dollars I can not expect my own team of software developers at my disposal day and night.

Like thebirdman, I've been on a few "software rides". There is no perfect shopping cart software solution, and the ones with really great instructions tend to have a lot fewer features. I'm hoping in time ViArt will have both!
 
I have seriously tried ecommercetemplates, xsitepro, 1shoppingcart, volusion, and ashop deluxe. (1shoppingcart and volusion are monthly fee basis) And before signing up for each of those tested a bunch of others. Each has a different philosophy and each has a signigicant learning curve. 1shoppingcart has great support but costs $600-1200 per year and seems to be adding NO new features. Volusion phone support is easy to reach but they know NOTHING and can get a bit impatient if you have real questions. Ashop has a unique and very cool feature set but lacks other features I really need; their updates are frequent but trite. ecommercetemplates and xsitepro are both wonderful in their ways, but you have to get your tech support from their forums. (tho xsitepro may have good support with their new release -- and, it does not include a shopping cart).
 
I would recommend any of the above programs. Each is good, but each will make you crazy while you learn it. I still like ViArt the best, both for features and support!!!

Hey all,
 
Thanks for the replies.
 
I think i'll give it a try. I guess for something that is low cost the products ticks a lot of boxes.
 
Thanks again

fuzzbuzz, good luck with it!