I'm going to respond to several points in this.
About 2 months ago, I purchased a one year license. My impression
was that one of the big benefits to this was that they would offer
direct ticket support - i.e. they proudly advertise here
(https://www.codeweavers.com/store/licensing): [i]"Kick-ass support
- Paying customers can submit problems to our elite Ninja support
team. As of September 2015, their average response time was 2.5
hours per email."[/i]
You've submitted 8 tickets to us, and all but one of them took more than a day. However, each of your queries has been complex, and thoughtful, and really looking to push Wine hard. We've had to have developers involved in some of the questions; none of them have been easy. At the very least, support techs have had to install your software, run through it, and then go on further to explore our FAQs and bug history to try to get you information.
In contrast, most customers submit queries that are easy to resolve (e.g. 'can I have an invoice?' 'can you change my email to x?'). So, yes, that average is misleading, if you are likely to ask complex questions. However, I challenge you to find another company that will give you as much thoughtful support as we've given you for $38.97.
In an interesting side note, I argued to the support techs that they should always reply right away to a customer. That it would help the customer to know that they were heard. As a side effect, it would pad their statistics, and make us look more responsive. To a person, they felt strongly that they didn't like to give empty replies; they really preferred to reply when they had a solution. I believe in trusting my staff, so that is how we respond.
I submitted a ticket now 8 days ago, and have not gotten a reply. I
followed up after 6 days, but it too was ignored. I fully
understand that it'd be impossible to always be available at the
drop of a pin, and sometimes delays are unavoidable. However, this
is definitely a pattern: since purchasing I have submitted multiple
tickets and I've never heard back until many days later -
often, more than a week. I'm fairly certain I've never gotten any
reply within 24 hours.
When they do reply, they're great: thorough & thoughtful. However,
it does seem very disingenuous, if not outright dishonest, to claim
a 2.5hr response time for paid customers when they cannot even
manage to reply within 8 days. 8 days is 75 times longer than
advertised - and this is a pattern, not an isolated incident. And
note that I'm still waiting for their response - who knows if 8 days
will really be 10 or 12.
We have a staff member that is struggling with a challenging medical condition. Our internal controls are not really set up to cope with that situation, and our normal controls are not working due to the pandemic. (i.e. if I don't show up for work for a few days, in normal times, someone would notice...) We clearly need to be more vigilant during the pandemic. Not excusing our lack of response, and indeed, acknowledging it, but simply trying to explain.
Hopefully they don't remove/censor this post - I just wanted to make
other potential buyers aware that the "2.5 hour average" they list
in their "Truth in Advertising" section...does not appear to be the
I don't believe we have an official 'censorship' policy. Mostly, we're deeply and morally opposed to censorship. Of course, there are exceptions; spam bots, anyone posting information that is illegal, even if it's illegal under misguided laws. But with Wine being such a long time, challenging work in progress, we'd have an empty web site if we deleted every post that didn't paint a perfectly rosy picture 😊.
I appreciate you holding us to a very high standard; I'm sorry that we didn't measure up in this instance. I do appreciate you being fair minded enough to point out the ways we did get it right for you.