I have multipul support cases open, one of which is for the security certificate needed to take the site live.
 
The case actually had all the information needed to generate the CSR for the security certificate in it. They didn't read the case notes and asked for the same info that was already in the case. I replyed back within minutes on Friday with the same info again.... still no reply
 
It's not the first dropped ball, another said "please use the attached file" and there was no attached file.
 
There are more...
 
Is everyone out sick?
are they all in jail after some football brawl?
 
What is going on?

Just to say - there has been a weekend in between . I have found the support to be very good and they are more than helpful dealing with whatever probs come up. You have to be patient and clear . In fact a haven't always been very clear but they have usually managed to sort it anyway !
hope you get it sorted - I'm sure they will suss it out for you
Paul

Paul,
I know about the weekend, something else is going on. Another case has been out there since last wednesday, no action, no reassign, no reply.
 
Somethings going on, (or not going on), but the level of suport is not the same as it was a few weeks ago.

I will agree to this... it's definitly gone downhill

Hmmmm......I cannot comment historically as I have only recently started using Viart; so far I have had about 5 or 6 problems & Viart support have dealt with them all in what I would consider an appropriate timeframe.
 
I'm kinda hoping this will continue, anybody else with a view on this?

where did support go? What happened to them?

I have had support response from Anjula today. I imagine they have been a bit over committed lately.
 
Chris

I have been getting fantastic support since i installed my shop two weeks ago. I'm moving over from an asp shop to the viart and so far I've been really impressed with the standard support response.

I also have several support cases unanswered since more than a week.. And I have ordered and payed for a payment system integration which have taken them almost 3 weeks to solve. They had finished it on tuesday and just needed the login information to put everything on the site, but today I still havent seen anything from them.. How can a quick ftp-transfer take four days or more?
 
Another question: Has someone seen the Live Chat online lately? A month ago Natalia used to sit there, but now I have tried to talk to them all days (because they have become so bad at answering the support emails) for at least two weaks but noone is there??

I've been evaluating this for about a week now, and have submitted one email support question, and one sales question, and have not heard back for a couple days on either.
 
I now have a customization question, but won't even bother to submit that one yet...
 
I'm comparing this against a couple other FREE helpdesk systems, and thus far, the free ones have had better support. Doesn't make much sense to me.
 
It's really making me question whether I want to purchase this, or go with another package with more support.

I think they're just over-extended, at least that's what Natalia indicated in a message I received recently. As a web developer I can certainly identify.. It's also possible they've had a in reduction staff..

yes , first they really work their butts off for us , AND they are very polite and patient and i really mean this, they need it with me as i am not code literate at all.AND AND we all know that they sort out get most things sorted for us quickly like very few other companies...and when its oursleves that just havn't done something right, they patiently sort it, point us in right direction etc..
Indeed i have edited this post because issue do get sorted..even at the time we s
are just writing abut it on the forums!( i will continue to update this string as stuff gets sorted especially multi cart prob)
Now there is no doubt.. a lot of pressure going on at the moment at viart. I have a few issues ( pretty major actually) and they have been in contact , but when i check there are still related or same problems popping up-you put out one fire and another one pops up!
Now i had Dennis working on a landing page for me- he offered to somehow use a .htaccess file so that folks could land on a page I designed and then select one of the 3 carts ( i am using the multi cart system) with 3 independent currencies. Well the other morning i got this message that made me feel a bit ill !!
 
Unfortunately, Denis no longer works with us and frankly speaking we do not understand what kind of .htaccess file for landing page he promised you to create. Currently, we can suggest you two variants:
 
1) You move your shop to some subfolder (for example 'shop'). Then create an index.html page, like: http://www.example.com/index.html and specify three links with currency codes in it, like:
 
http://www.example.com/shop/?currency_code=GPB
http://www.example.com/shop/?currency_code=USD
http://www.example.com/shop/?currency_code=EUR
 
In this case, your landing page will be an empty one with three links to your shop in different currencies.
 
Alternatively, you can just add a currency block to the home page and remove everything from it and when selecting an appropriate code the currency will be changed to the required one.
 
Please, let me know if I can be of further assistance to you.
 
 
Now i asked that i have 3 stores -do i move the whole lot public_html content or just the store files.I am still waiting on this one
 
Other major issue is when i alter something on one cart it gets reflected on all the others. There are differences -if for example i create a new product it is created only in that new store. But products that have been 'cloned' form the mother store are linked together.. BUT though i am willing to do this ( re create all my products) to get it working i notice that the currency when changed in one cart is changed to them all! So they are not really independent-i select the drop down list for the say UK cart but any prices changed are reflected in the other 2 carts.You can see my stuck together explanation here for my customers who are receiving their mailing (4300 of them ) about now.
 
http://www.welcomerecordings.com/
 
I am thinking for the first time i may have to keep the $ cart and create the other 2 with a new system completely.Maybe instead of http://www.welcomerecordings.com/uk and http://www.welcomerecordings.com/euro maybe actually buy separate domain names and have them run completely independently . I really am not moaning here at Viart.All i am saying is I need help.I would be willing to pay no problem good money to get this sorted but where do you go ? And part of this timing ie writing this is becasue it is the weekend and they deservedly so are off at weekends
Also i had a problem with paypal pro so i am taking the orders manually and entering them myself on the terminal. My support ticket on that has not been answered from the 8 th October .Paypal tell me Viart is not suited for the uk paypal but for the us. So if you have successfully done this let me know !! - what a sweat job! I used to have Miva ( it's still there actually live but hidden) maybe maybe but no once you have the viart bug where else do you go! If anyone wants to help with advice this is the real reason for posting this..and as i say , any one wants to earn some money and can help contact me paulsoffedirect@welcomerecordings.com
 
To finish i have to say though i have all these problems i cannot see any cart that compares for what Viart offers...
And this is not a rant..i genuinely appreciate support at viart-as i said earlier they are very patient courteous -something quite rare these days i often think!
 

support has gone to the dogs....
What good is a full featured program that dosent work , and have no one that can respond in a resonable amout of time with a fix !!!!!
Ive been basically offline for over 2 weeks awaiting the fix for a dot error...A $8.98 order turns into $898.00
 
So i ask myself where are the savings running a cheap unstable platform...
 
my 2 cents

at least you got 2cents left!

Well not worth to much right now up here :(
And support still suck's...12 days no responce

Found a cple other avenue's few more dollar's, but questions on the product and issue's with what it is capable of doing..... have been answered personaly with-in hour's.... Does mean a total reload of the store, but just can't sit here and wait on if viart is ever going to get around in fixing or even replying......
 
We Just don't understand how simple issue's were resolved very quickly last update... And have to wait almost 2 weeks and dont have a solution , or have it repaired on the latest release.....
 
Bet all 500 buck's... Dennis is no longer there ??
 
My 1 cent... hear the dollar went down friday :(

I'm also seeing issues with support lately. Have a serious issue with our affiliate intrgration and the support ticket was set to "closed" without any reply.
 
Online support seems offline all the time.
 
and... we have a paid support contract...

I think they outsource their programming, and they might be having issues with them.

Hello,
 
We would like to apologize for some delay with the replies that you encountered recently. The number of support requests are increased and we're doing our best to answer all the clients. We're training a new staff now and shortly we'll be able to process your requests in a faster way.
 
Also, we'll recommend those who want to receive priority support to purchase our primary support services at: http://www.viart.com/premium_support to receive answers within 24 hours.
 
Again sorry for inconveniences and thanks for your understanding.
 
With kind regards,
ViArt Support
 
With kind regards,
ViArt Support Team

Anjula and everyone else at viart. I love the product and I understand you maybe some what overloaded with support requests along with everything else you need to do. But I see many many ways that you could save yourself a lot of these support requests being generated in the first place!!! Please please take some time out to help yourselves by reducing some of these calls. I am often feeling that i have to raise support tickets myself that could have been resolved by a bit of planning and if your own support website was laid out a bit better.
 
 
One example of this is that you dont list your updates clearly enough, or even anounce them clearly enough. There really needs to be pages for every revision of viart and a clear list of updates available for that release.
 
Ie;
viart.com/downloads/viart3.3/
viart.com/downloads/viart3.4/
viart.com/downloads/viart3.5/
 
 
And these urls should be referenced throughout the rest of your site and also even in the products admin system, so that when you click the System Upgrade button, even if there is no official new release available, a link could take you straight to www.viart.com/downloads/viart3.5/ to check for post release patches.
 
At the moment its a nightmare to know what updates you need to install, having to scroll and read through the announcements page which simply isnt clear enough and is a mess to read.
 
 
Another problem is that you update your main download version of viart without anouncing it or describing it by any kind of sub revision number.
 
So, right now 3.5 is the latest version. And some of the post 3.5 patches (such as the vital sql injection bug fixes) ARE in the 3.5 zip that is now available for download. But thats not at all clear, i only found that out via a support ticket myself.
So what patches DO i next to spend my time on installing manually? The answer, I have no idea and to be sure can only apply them all even though it may be a waste of time.
 
Please can you resolve this some how. One way would be by changing your release versions to 3.5.xxx with a sub revision in the version number. Then maybe make it clear when you release patches that this is only needed if you have a subrevision of viart less than xxx.
 
 
Please note, I reported all this about half a year ago in a longer forum post I wrote that can be read here: http://www.viart.com/feature_request_for_viart_website-better_listings_of_updates.html

Arkid, I agree on this. I mentioned in a support request that any patches should be announced by email to all registered users.
 
Secondly, a page where you can view and download any patches that are available, that you could filter by
a) version
b) type of patch
would be incredibly helpful and also cut way down on their support load.
 
Finally, I'd like to see the help desk expanded so that responses to questions could be added to a searchable knowledge base for all customers, so that if someone else asked the same question, I could find it in the knowledge base. Again, great for all us customers and something that would cut back on Viart's support volume.

And as has been mentioned several times before (yawn) Subversion and a Wiki Manual

This is a loop - been there before etc...
 
I was prepared to create a user wiki - have the software - but it really has to have Viart support and that is not assured so decided not to put my energy there.
 
I do have to agree that I would prefer to find solutions from such a source that have to keep pestering a clearly very busy support service - no matter that they are willing and helpful.
 
It does not help to keep saying what Viart should do; we do not manage their business and there is already a wealth of wisdom in the forum
 
Chris

and why are they deleting posts from the forum instead of looking at calls?
 
[Administration: don't use rude words in your posts. Please note that all posts with advertisement, rude words and other incorrect information will be deleted immediately.]

ccberries... what did you post that they removed?
 
ViArt - The forum is a place for users to discuss things. It's a forum and things will be both positive and negative. I think it is unethical to delete the nagative posts.
 
I will state I am happy with both the software and the support. I will admit that the support time delay has been aggravating and isn't the norm that I've experienced in the past and wonder what's going on.
 
I hope that things will clear up soon as well. I have a ticket that's been open for weeks, and I've never had that issue before.
 
ViArt's software is an amazing peice of software. It's just in need of a stronger support team at this point, and a higher resolution rate.

I think ( and therefore i'm not! But that's another story!) ...
1/ I know you folks will agree with me here..
Viart is the best cart on the planet. We have all tried other carts- i have tried several at different stages - and there really is no equal.It is brilliant.
2/ Because of the truth of point 1 above, like an incredibly sophisticated space ship, it needs a Houston Control to guide it and everything else it..
3/ We are a bit like the pilots and i guess the customers are the passengers ( yet quite interactive passengers that can have a great time as requests are made known)
4/ Because it is the the best cart on the planet ( and as we know cart is so inadequate to describe it) all disciplines are needed back at Houston Control including more staff to fill these posts.
5/ For that more money needs to be raised.We don't have the US Government to chip in so its up to us. Therefore i reckon Viart need to increase their pricing - it is very low for what it is. I really think Viart could do a survey of all us users.Would we be willing to pay extra. It could even come in the way of a tiered support, with varying costs depending upon support level
 
I know we all want the great deal.I guess you know the story all those wise guys who when asked by a king to condense to as small
as possible the wisdom of the ages, came back to the king with several volumes.Too much he said , i want less so folks can read it and understand..Off they went came back with 10 volumes. The king said still too much and eventually after a few more tries the king said ' look, give me the wisdom of the ages in one line.. nice and simple so folks will understand and follow it..
Well after more condensing they got to the final line to sum up the wisdom of the ages
 
There is no such thing as a free lunch