Different needs different solutions. A forum is not a almighty solution.

Edited September 4, 20196 yr by mpo910

Forums require constant monitoring.  Forums are a primary hack target.  Forums are not easy to support.  At all.  Forums also provide access to support information for those who have stolen the product(s).  There are a lot of reasons not to use forums for support.  The only reason to use forums for support is because the end user wants to be able to go on the internet, do a quick search, and find the solution to their problem.

 

Over the past couple of years several compagnies switched to a ticket system when users posted a lot about issues/bugs as that will bring down sales.

Before buying a product I am trying to find reviews/opinions so I will have an idea of what I might expect. A compagnies forum is the best place to make up your opinion..

 

9 hours ago, GSalden said:

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....

DITTO...!!!

 

I had a major install issue with Environment Force that I was eventually able to fix by googling the REX install ERROR MESSAGE via Google which lead me to their forums and a solution!

 

I later had the none deleting of the Shaders folder issue that I was also able to identify and temporarily fix by a quick visit on the forums...

 

Both times REX Live support was offline...

 

I would have been stuck playing P3D for night had I not been able to conduct a quick search of the forums and most likely have refunded EF if I had to wait for a ticket solution!!!

Edited September 4, 20196 yr by Kilo60

9 minutes ago, GSalden said:

Over the past couple of years several compagnies switched to a ticket system when users posted a lot about issues/bugs as that will bring down sales.

Before buying a product I am trying to find reviews/opinions so I will have an idea of what I might expect. A compagnies forum is the best place to make up your opinion..

 

Yes all that will happen is threads will be created on public forums which devs have no control and may not contribute.

Hi Folks,

Yeah - nothing makes me view a company in a more negative light - than when the company attempts to hide the support forum from public view... I usually do my due diligence prior to purchase and would much prefer easy access to the facts... It makes my life easier and I'm more prone to purchase when they choose to do it here on AvSim - which I'm sure is the largest gathering of Flight Simulator enthusiasts in the world... Kudo's to RXP, Pilot2ATC, and Flysimware - some of the ones I frequent - for doing so... Granted - it's not always easy for the company - but if you are passionate about your product - you have a tad of respect for your customers - and stay true to your word - it probably works in your benefit... It becomes readily apparent - who the guys are - that are in the trenches everyday attempting to help their customers - these are the guys I want to do business with... 

Regards,
Scott

I prefer ticket way - just like pmdg guys do.  It is easy to fix problems and manage.  Discord is pretty cool.  What times are you guys on there usually.

By the way, Skyforce 3D is quite impressive.  Got still few questions with Rex Texture - will ask on Discord

I detest the ticket system. Many times I have had an issue with a piece of software, and searching the forum, have found the answer to my problem, very quickly. When you have to fill out a ticket, wait for a response, many times getting an answer that is no help, it is a royal PIA. 

PMDG still has a forum.

REX annoyed me intensely when I mailed them privately and pointed out that their method of transferring our REX accounts to the Discord system where exactly modelled on a phishing attack method - ie send me a link to a site I've never heard of before and when I get there, ask me to input both my user name and password.

They showed zero understanding of the situation and replied to me that my RUDE (?) comments would be ignored and any future comments on that subject would also be ignored.

After years working on computer security, all I can say is I am astonished and unimpressed by their total lack of understanding of this situation, and their obvious desire to simply put any REX bugs and product support underground - the exact opposite on what is required.

Which is a shame, because some of their products are really very good.

Most companies fail during good times, by becoming self-satisfied in their own 'brilliance', and then totally misunderstanding the market requirement until it is too late.

Edited September 4, 20196 yr by SledDriver

So how long after you request download of your software from the support page till you get a response or is it automatic? Anyone try this yet?

Edited September 4, 20196 yr by BillS511

Shutting down the forums is not the most customer-friendly move I have to say. All the benefits of forums that were brought up in this thread are valid points and I use mostly forums for my support issues. Most of the time, some other user has faced the same problems and I can find a solution without opening a ticket. And Discord? Tried it once with REX for their EnvironmentForce preview session and I can not say that I liked it. Discord felt very unstructured and confusing for me (and I say this as a Millennial who should be used to such platforms).

Some point I want to bring up in addition to the already mentioned benefits of the forum is the language barrier. As a non-native speaker I need more time and engagement to participate in a discussion. I can imagine that there are quite some customers who have limited language proficiency and enjoy it to follow the forums in a reading-only mode (easy to do with Google Translator or similar tools). Relying now on a ticket system will make it more inconvenient for non-native speakers to find answers for simpler support issues.

Edited September 5, 20196 yr by Wolkenschreck

We have heard what many have said here and we have decided to keep the forum open in achieve mode.  

Over the next several months we will be cataloging the fixes and converting the forum to a knowledge base system in read only view so that it is more readable.

However, support will remain through a single ticketing system.

For support please submit a ticket through:

http://www.rexsimulations.com/support.html

We hope this can be seen as a happy medium for both sides.  

Edited September 5, 20196 yr by rstough

2 hours ago, rstough said:

We have heard what many have said here and we have decided to keep the forum open in achieve mode.  

Over the next several months we will be cataloging the fixes and converting the forum to a knowledge base system in read only view so that it is more readable.

However, support will remain through a single ticketing system.

For support please submit a ticket through:

http://www.rexsimulations.com/support.html

We hope this can be seen as a happy medium for both sides.  

Just what one would expect from a reputable company.