Hi Mia, I have no doubt the insync team is working as hard as they can. The effort is much appreciated. When I read your response above, the first thing that comes to mind is you’re building up the knowledgebase and maybe implementing a ticket system. Both of those are certainly great support tools for end users, more so with a fully functional software. However, my comment was less about helping your users solve issues and more about helping the insync team solve issues.
I want v3 issues to be fixed ASAP, as I’m sure we all do. I understand that takes time. I think a lot of insync team time and energy is being wasted reading & replying to multiple threads with the same issue, waiting for logs/database to be sent, playing 20 questions, waiting on responses for more information, reassuring customers that you’re working on it, etc. I suspect this carries over to time then wasted in chasing down systems affected, identifying root causes, and implementing and testing solutions.
Help yourselves help your customers. I suggest you figure out the information you need to resolve these issues as fast as possible and create a systematic approach to gathering that information and reporting your activity, in a way that provides transparency to your customers. Enabling the collective pool of customers to provide a free second set of eyes on issues may turn out very helpful. More importantly, transparency provides tangible reassurance to your customers that you’re working hard to resolve issues, which goes a long way in maintaining customer satisfaction and loyalty.
I’ll step off my soap box now. As a long time user with many paid accounts, I want v3 working perfectly as much as you do.