REX Support Forums

[AnkH 2,266]

Is it just me or is the complete abandonment of the REX forum and the switch to a ticket-only support the worst thing they could ever do? I mean, seriously? In 2019, a company stops using a forum but a ticket based support system instead? This is utterly ridiculous and if I would not really like their products, this would be instantly a reason to uninstall all their products and never use them again.

Don't they see how valuable the support given by customers to customers is? I mean, how many support questions are regularly solved by users knowing a lot about the software/addon jumping in for help? Why a company want's to simply give away this basically free support?

I am really upset. I never had any good experience with those ticketing systems. Usually support is way slower, no interesting additions by other users can be made and sometimes it takes ages until the support properly understands the issue at first place...

Rant is over now... Keep on flying!

[Kilo60 660]

Agreed!

 

Still having issues with REX Environment Force not deleting my P3dv4 shaders folder on exit (causing B/W textures in P3d) and can't get any help from any forum members anymore!

 

Maybe all the issues reported with their software is starting to hurt their sales?

 

 

Edited September 3, 2019 by Kilo60

[dal330200 216]

I lost all respect for this company after EF turned out to be a broken bust, and the forums were the last straw.  I personally believe it's because they don't want complaints and issues about their products becoming known to other users.  I'll never, ever use or buy a REX product again. 

[TurboKen 221]

26 minutes ago, AnkH said:

Is it just me or is the complete abandonment of the REX forum and the switch to a ticket-only support the worst thing they could ever do? I mean, seriously? In 2019, a company stops using a forum but a ticket based support system instead? This is utterly ridiculous and if I would not really like their products, this would be instantly a reason to uninstall all their products and never use them again.

Don't they see how valuable the support given by customers to customers is? I mean, how many support questions are regularly solved by users knowing a lot about the software/addon jumping in for help? Why a company want's to simply give away this basically free support?

I am really upset. I never had any good experience with those ticketing systems. Usually support is way slower, no interesting additions by other users can be made and sometimes it takes ages until the support properly understands the issue at first place...

Rant is over now... Keep on flying!

I totally agree, I don't get it either. The forum seems so much better.

 

8 minutes ago, Kilo60 said:

Agreed!

 

Still having issues with REX Environment Force not deleting my P3dv4 shaders folder on exit (causing B/W textures in P3d) and can't get any help from any forum members anymore!

 

Maybe all the issues reported with their software is starting to hurt their sales?

 

 

This is a known issue they have fixed in the latest insider build.

 

13 minutes ago, dal330200 said:

I lost all respect for this company after EF turned out to be a broken bust, and the forums were the last straw.  I personally believe it's because they don't want complaints and issues about their products becoming known to other users.  I'll never, ever use or buy a REX product again. 

Although its not 100% perfect, the combination of skyforce/environment force combo is really amazing to see. And usually works very well. One of the most common complaints I see on the forum are the having to log in every time like you just installed it..Simply uninstalling and reinstalling fixed that for me and I have been trouble free since. 

[mpo910 2,112]

Well. They did go new ways to reach something never bin there before in P3D. It did not have a flawless start, to me neither. But as a customer I am experiencing a lot of support from them. They are always quick, solved every issue I reported to them ( ca. 10) and always bin helpful in explaining questions. So I do not share this complains here, at least not yet. But that is only from what I am experiencing. I would share that here too. And I am just a normal customer too. But I can also see at there Forums and Discord, that a lot of Beta Testers are not using a proper way to report Issues, though REX has implemented a clear Process and Formular to report them. So I would say this is not only a REX thing. Hopefully they can help you all out to solve your issues too. But give it a try.....I am also a waiting a d watching this new way they choosed. I would not like to complain before I gave it a try.....maybe it is working, maybe not. Time will tell......

But sharing thoughts and help by community is a big channel which should also be supported. 

Cheers,  Marcus

Edited September 3, 2019 by mpo910

[Indy511 686]

Didn't know till now they ended their forum. Maybe it's because people automatically come here first. Quicker response.
Never heard of Discord. Another site to register and another password to remember. Think I'll pass on that. Getting too old I guess.🙄

Edited September 3, 2019 by BillS511

[rstough 528]

The reason for shutting the down the support forum is we felt that it was a very inefficient means to help our customers.  Especially, when you have multiple users with different issues posting on one post.  We have found over the past 2 years using a single ticketing system that we are able to answer customers issues more quickly and effectively.  Also, if needed with our new ticketing system we and include instant chat as well as instant online sessions if needed.

Discord is much more robust for building community interaction. It is instantaneous engagement and will likely replace forums as such in the near future. 

We know change is hard, but sometimes you have to do it.  We will still be visiting AVSIM to answer posts, but now we can focus solely on the issues.  

[timest 472]

Also, to add to what Reed stated above, we're not giving up on support. 

Please visit here: http://www.rexsimulations.com/support.html

[AnkH 2,266]

Marketing blabla at its best. What else should you comment here? That it is a mistake and a step in the wrong direction? You simply misread the signs of time, a ticketing system is not what customers want nowadays. At least not purely...

[GSalden 4,657]

A ticket system is a very good approach, but .... beside a forum where customers are able to help eachother with ideas and experiences...

A forum is a place  with a wealth of info and, imho, should be the least a developer has....

Edited September 4, 2019 by GSalden

[Vineguy 26]

The problem is that people didn't read the thread regarding the forum rules. Two of the biggest issues when they didn't are...…….some didn't get verified to get support for their REX product and that took extra post to remind them to read that post. The second is the rule of no "piggybacking". So many people would jump on an existing thread and that would make it impossible for the moderators separate each post. 

[G-RFRY 1,712]

One possible way round this is Avism USER-TO-USER Support forum the REX Devs could still monitor this if they wished. 

Edited September 4, 2019 by rjfry

[Tomaz Drnovsek 440]

I think it's much easier to find an answer or a solution to a problem on a forum than on a Discord because a forum has topics, Discord is just one long unorganized conversation where you can't really find anything. In flightsim it's not always about bugs, more often than not users just need some help with settings, configurations, compatibility issues, etc. Developers are usually not interested in dealing with such issues and on Discord you can't find the answer if at that moment somebody who knows it happens to be there. I don't think closing the forum was a very smart idea. 

[AnkH 2,266]

53 minutes ago, Vineguy said:

Two of the biggest issues when they didn't are...…

Again, I bet quiet a lot that the number of issues solved by other users is a huge factor higher than those few users not registering properly or piggybacking already answered threads.

Add the very true remark of Tomaz on top of the story and basically everyone should instantly realize how valuable a forum is...

But of course it is costly and work intensive. And those two points are pretty sure the main reason why they closed down the support forum. The ticketing system is cheaper and needs less manpower, simple as that...

[mpo910 2,112]

1 hour ago, AnkH said:

Again, I bet quiet a lot that the number of issues solved by other users is a huge factor higher than those few users not registering properly or piggybacking already answered threads.

Add the very true remark of Tomaz on top of the story and basically everyone should instantly realize how valuable a forum is...

But of course it is costly and work intensive. And those two points are pretty sure the main reason why they closed down the support forum. The ticketing system is cheaper and needs less manpower, simple as that...

 

.Questions can probably be answered as well work arounds can be found and shared. Also inappropriate usage of the software can be corrected (it is often a User who makes the mistakes.....more often as it seems).

BUT: A real Bug will never be solved by a user.

We need both. A forum like this, which is there to share knowledge and help each other. For a company like REX it is like a sound box. They can, and they will and do already, gather information here.

A Forum is NOT a proper way to handle bugs to prioritize them and handle them (Ticketsystem - Backlog). There is no structure given. Users open new topics, some topics already exists, but still they open new ones, that fast a company can't follow. And the posts included this topics are not always related to the headline of a topic. So that could simply not be the way to help you/us solve bugs. Here it needs a Ticket based system. 1 Ticket, 1 bug. The devs/company can sort them and prioritize them based on different criteria. They will form a backlog which grows and shrinks over time. Pick items to solve them and sort them to builds which will be internally tested before let them test by public (open beta, insider testers, etc., if settled up). 

Regards Marcus

 

Edited September 4, 2019 by mpo910