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awesome support! quick and helpful!
I have nothing but great things to say about the support and communication from these guys.
I have been waiting 3 days for a response on one problem and 2 days on another problem. Cant do anything until this is resolved.
There is no phone number to call and actually talk to someone. Worse support I have ever had. They truly don't seem to care which
doesn't make any sense at all. Would someone please contact me.
You're right- speaking from experience they can sometimes take a while to respond regarding issues but considering the level of autonomy we get from the CMS I believe all things considered, it's worth the wait. They've always come through for me. The alternative is to pay a lot more money and have a design and development firm dedicated to your site, which would certainly take the control out of your hands. I think they don't have a number to call because the time difference is so extreme. When I get updates on progress or issues from them, it's typically around 5am when I'm leaving for work and likely towards the end of their day. My company (day job) uses a software manufacturer in Sweden and it's the same situation with them. Email and chat only. The best advice I can offer is to be patient and do as much as you can in other areas until they get back to you. In my opinion, the value of the CMS out-weighs the infrequent lag time with support, but I can totally relate with your frustration.
Hello, For me it was the first website with CMS Flash. It's really a beautiful thing. At the beginning I had some problem. Each problem that I spoke to was immediately answered by the support or care itself. A big praise for support. I am very satisfied with it. Thank you also for the continued support.
I am very disappointed with the service. Initially I paid an installation fee . The person in charge was not able to tell me that the site can not be install on yahoo hosting instead he was telling me that my FTP data are not working. This lasted for 3 days.
I found out by myself that yahoo can not support zend and I change the hosting company and installed the site. Everything was fine until I sent the ftp details to CMS in order to make the SEO optimization and to check for a possible mobile vertion.The site stopped working and now is not even registered.
The registration process is not working anymore. I tried to register again but the site is a complete mess thanks to someone from the team. I am waiting to sort it out, but for the time being I do not have a site, or access to my control panel.
The person first in charge with installing me site told me that I did not install it correctly. But my site was up and running until he noticed this part. I will have to stay again and wait for someone to explain why all this mess happen.
I am just a customer who wanted a website. I find the support very frustrating and sometimes even unhelpfully. The only reason I still work with it is because I liked the template. Unfortunately the support is on the opposite.
My site is working fine for now. I had a fast answer.
The first support-Man Curtis I was very satisfied. Have made it even earlier. After a GUT is now a very BAD!
Now, the support has become very bad.
I create tickets in the answer to me but I can not give any feedback. At two different ends support-Man. It is also called a solution!
A third support-Man does not answer at all.
I am more than satisfied.
With the great support of your team, all problems are solved immediately.
After initial difficulties, but the support has been excellent care of my concerns and the problems were solved.
unbelievable good support !! Fixed my Problem in a couple of minutes. My Provider ( Strato in Germany ) was not even able to give me an answer !!! 1000 x THX for helping me
I had a problem with the popup. The support could not solve it.
My clients want to see photos that now can not be published, because so notifies the support that can be solved only on Monday.
I can not understand because only when the location of the support Friday afternoon. And it can not be that one over the weekend because the meinsten where customers do the work get no support.
Furthermore, my support has simply changed the language setting.
Now I understand nothing.
Sorry, but sometimes we need to consult with our developers, who are not working during the weekends - that's why there could be delays. Anyway, our agents have reported that your problem is solved now. Please, confirm if this is correct?
By the way, you can change the language in your Control Panel settings. This will take just a few seconds. Please, see the screenshot.
I'm not satisfied with the support i'm getting for the installation of my template. I paid for installation and the site has not worked properly from day one. Now i get an update and the update will not install nor will support fix-it after I've paid for installation. Support is slow to respond to emails, why can't I call to speak to a support person. I just sick and tired of bad support when you've paid for services.
This was my last response:
Your request ( #33519) has been updated.
Please, follow the link below to view the ticket updates and add your comments: http://support.motocms.com/tickets/33519
Bruce Miller, May 29 12:46 (EDT):
This ticket was closed and merged into ticket #33481 "RE: Download Moto CMS v.1.8".
Why was the ticket closed if the upgrade isn't working
Please see http://support.motocms.com/entries/20770693-why-it-takes-so-long-time-to-wait-for-a-support-s-response - this article answers, why it takes so long time to wait for our response
Please see also: http://support.motocms.com/entries/20746873-why-don-t-we-provide-telephone-or-live-chat-support - this article explains, why we don't provide support by telephone.
And this article: http://support.motocms.com/entries/20730576-what-is-the-meaning-of-this-ticket-was-closed-and-merged-into-ticket-message - will explain, what is the meaning of "This ticket was closed and merged ..." message.
Mathew is working with your ticket right at this moment. We are sorry for all inconveniences.
Today's problem, I can no longer log into the control panel after you sent me an email stating that you fix the problem.
I am past my dead line for this site and all you are doing is costing me money. How do you expect me to give you a positive rating when control panel and templates don't work. I keep asking for you to test everything before you send me an email telling me the problem is fixed.
This error Incorrect response while testing the server. is what I see now when I try to login. I wish I could laugh but it's not funny it's a worst support I've seen in 23 years in the IT business and I've had some that I couldn't understand because of their speech but It didn't go on this long.
I do not either. I myself could not create a new website or pop-ups without which there are problems with it.
I asked the support accurately targeted time to put everything. The result was disastrous. If the support is sometimes the result would have been considered, he should publish it to. But he did it and my customers have seen these Measures.
My website with my customers were getting worse.
Because of this, I said goodbye to FlashCMS time being.
Let us once the developers have some time.
I'll try again in a year.
As far, as I can see in your ticket, the problem is already solved. Please, confirm if it is all OK now.
Please see: http://support.motocms.com/entries/21512511-why-support-team-didn-t-check-my-website-for-all-of-possible-problems - this article will explain, why we didn't troubleshoot your website for all of the possible problems.
George, we are terribly sorry for the bad impression you have with our support. I just want to mention once again - our product is not a simple IT widget. It is a unique and really complicated software, that requires some time, some work and a lot of knowledge when something is broken and needs to be fixed.
I always receive excellent support when I contact the group at MotoCms. I also understand that this is a robust Content Management System and that takes time to trouble shoot once in a while. But I know that they are working hard on all my issues. The simple fact that I can turn out quality flash and HTML5 mobile websites in 1 day is worth it for me. It used to take me a week to do what I can do in a day now. I can take on so much now.
Hats off to the MotoCms team for making things easy for me!!!
Absolutely the best support I have received for any online service with quick and thourough response and knowledgable staff. Great product and great support to back it up. Keep up the great work.
Excellent Support received; Thanks a lot Mathew!
Thank you Dennis !
I am very pleased with your service and fast response to my support ticket !!
After a couple of small issues with the loading of the template on to my web space, you took over and resloved them within hours of the support ticket being raised, and done the content transfer at the same time saving me hours or re working the site template.
I would recommend this product and support staff to anyone thats whats a quick fix website !
Very Well Done !!!
I am quite grateful to them. My issues so far have been handled very professionally and am most grateful. That is awesome. Keep up the spirit.
Count me in as another *very* satisfied customer. I've said it before and I'll say it again - the same as Andrew Kaytor...
Absolutely the best service I have received for any online service or product based in a different time zone.
Today I had an issue that required 6 stages of communication as we worked out a solution and Eric kept working on it for me over a period of 5 hours, reaching past 1:00am in his time zone. I mean seriously, that's crazy. I live in Asia and I often have to stay up until very late to work on things with our customers in Europe and the US so I can get them while they are open.
And this wasn't just a guy in India copying and pasting template answers that he doesn't understand and has never read. This guy was doing hands-on custom work to solve a problem for me fiddling around with .xml files during *my* working day on the other side of the planet.
Oh and this is about the 37th time they have given me this level of service. Cost to me for the service? Not just less than a cup of coffee at Starbucks... Less than a cup of *water* at Starbucks!
Amazing company. I can't wait to see where things go for them in the future.
You said that you didn’t want to argue but you keep sending me email to support your company. I can send you comments to go against your good reviews also.
So stop the nonsense, you did not and have not given me good support that is the bottom line. Your support is still bad that’s why you’re sending me theses so call good reviews. I said I like your product if it worked your support team needs better training.
Until you fix my product or switch to a better working template I will never give you a better review and I’ll post this on your site to remind you of it.
We are really sorry we were not able to provide you with the service you looked for but I am sure we did our best on this.
Once you place your comment here you will be automatically subscribed for updates on this topic. I just unsubscribed you in order to avoid any new messages been sent to you.
Once again we are sorry for the inconvenience.
Lol. "23 years in the IT business" and he doesn't know understand about posting comments, subscribing and unsubscribing.
It showed up in my mailbox too and I was a bit surprised to see his response to my comment as if I'm not a real person. But no big deal since I could always use that little 'unsubscribe' link in the email instead of ranting in a public forum about my own ignorance.
PS. To respond to the snide comments of George regarding my own comment, I am a real person and I am not affiliated with this CMS. I operate a real website and I genuinely have had very good service from almost everyone I have dealt with in the CMS team over the past 6 months. Sure there have been a couple of wrinkles and occasionally things need to be checked and re-worked, but since I have actually been using computers for quite some time, I'm familiar with the idea that computers are not magical fairy devices and do occasionally require a bit of patient debugging and careful attention.
I have 4 tickets open right now and one of them is going not at all according to plan. But the service technician has been doing his best and I am confident that we will find a solution together. Some knots can be tough to unravel.
OUTSTANDING CUSTOMER SERVICE!
These guys know what they are doing. They are quick, kind, professional and effecient in resolving your issue. I am a long time customer and greatly appreciate the support they offer. In today's world it's rare to find a company that deals with customers on a personal basis to immediatly resolve any problems or just to get help like they do.
I have been around the web a lot and would say that this is one of the best companies for support and help.
Thank you all (Eric, Bruce, Dennis) and keep up the great work.
ps. A live chat would be a really nice addition in the future. Especially when the HTML versions take off. :)
Great Company, Great Service, Outstanding Support, A+ + +
I am surprised at how good the service is. These guys have been kind and professional, prompt to do their work, and very knowledgeable when it comes to answering my questions. 200% satisfied. Thanks guys!!