If You Want be Pro Company

[bosss]

Will write my few suggestions.

I Think that You must have support ticket system, because You have many Products and also (what is very important) You have customers.
Explanation - some users (customers) paid 500$ - 700$ or more and they should have priority support system available for themselves and not spend hours and hours read forums and maybe waiting from answer in different sites (vbulletin.org).
Users what have few Lite versions can not get faster answers for their issues then users with few pro licenses.

2. You should have one place (site) for your products and support.
Explanation - On vbulletin.org You have only Light (lite) versions and that make users confused sometimes because issues in Lite versions is maybe not similar for Pro versions (skins , errors and more).

3. Your prices is not ok... should be one price and renew price (6 months) - not 3 months and 1 year.

4. You should have separated forums for vb3 vb4 and vb5 support issues.

This is just my suggestions and my five cents ...


regards

bosss

 

[Cosmic]

Thanks for the feedback, i'll refer to your points in order

I Think that You must have support ticket system, because You have many Products and also (what is very important) You have customers.
Explanation - some users (customers) paid 500$ - 700$ or more and they should have priority support system available for themselves and not spend hours and hours read forums and maybe waiting from answer in different sites (vbulletin.org).
Users what have few Lite versions can not get faster answers for their issues then users with few pro licenses.

The forum system means customers with the same/similar issues can easily find the solution to their problem - most of the time the issue is something simple (e.g them forgetting to set their user to super administrator to see the options), and if we had to answer the same questions over and over again instead of people being able to read them in the forum support would take two or three times longer than it does now, and we would never release any updates.

Just now we don't offer priority support based on how much you've spent, however we have been considering various initiatives for other support structures for the future. I can't divulge any details on those just now however.

Pro users are always given priority for support, and issues here on DBTech are always given priority over those on vb.org - for fastest support you should always post on DBTech and not vb.org.

2. You should have one place (site) for your products and support.
Explanation - On vbulletin.org You have only Light (lite) versions and that make users confused sometimes because issues in Lite versions is maybe not similar for Pro versions (skins , errors and more).

All of our lite versions are also available from DragonByte Tech - there is no need to download them or ask for support on them at vBulletin.org.

3. Your prices is not ok... should be one price and renew price (6 months) - not 3 months and 1 year.

Thanks for the feedback, however our pricing strategy is carefully considered and represents the thinking of much of the current research into consumer choice and behaviour - our pricing structure at the moment is designed to give customers choice and flexibility.

4. You should have separated forums for vb3 vb4 and vb5 support issues.

We'll consider the best way to do this in future, adding more forums is a clumsy method and something we would rather avoid, however subforums may be something to consider.

Thanks for taking the time to give your feedback, it's appreciated.

Regards,

 

[semprot]

Personally, i agree with Cosmic. Since i was a customer of db-tech, forum instead of support ticket helped me because i can learn from other's "mistake". And db-tech staff always answers my feedback thread quickly here

 

[bosss]

With support system I mean that we should save much time ... no needs to send PM and read post when be ask to send PM ...or adjust error log messages to remove username (from posting)... just have one form to fill with admin account or ftp info and support team can decide themselves if is it necessary or not to use those info.

Also will mention that I mean nothing negative for DbTech - that was just my few suggestions.

regards

bosss

 

[Fillip H.]

With support system I mean that we should save much time ... no needs to send PM and read post when be ask to send PM ...or adjust error log messages to remove username (from posting)... just have one form to fill with admin account or ftp info and support team can decide themselves if is it necessary or not to use those info.

That works in theory, but as it stands we have people who are too paranoid to enter their real forum URL until they have been personally assured by the Managing Director of the company that their domain will not be made public (even though it explicitly states that this field is private and only visible to the support agent) - I have a feeling more people would be uneasy about submitting details up front.

That being said, I do agree that we need a better system than Private Messages for handling people's sensitive data. Not only does it make it difficult for two developer to collaborate, but it also makes it harder for the user to feel confident that once the issue has been handled, their data has been securely eradicated from the server.

I think we should a system where people could submit their details to make them visible to all of our developers, and then delete the details themselves once the issue had been handled.

 

[Nirjonadda]

DragonByte Technologies is the leading developer of vBulletin modifications.I guess DBTech provide very good quality products for vbulletin.I am interested their Premium modifications.Customer Service is Very Good.Go Ahead DragonByte Technology !

 

[jake07]

I think you should have one yearly price only and then a yearly renewal if the person wants updates (except for security fixes which should be free).

Many software companies charge 25% of the base price as their yearly support. (Of course not everyone would need to renew every year.)

As you guys sell more and more scripts, you will have a surge of previous customers who need some type of support. So you'll spend time and money supporting them but you will not be getting paid.

If you did yearly pricing, you could offer some discount for buying more than 1 mod

 

[Steris56]

I think you should have one yearly price only and then a yearly renewal if the person wants updates (except for security fixes which should be free).

Many software companies charge 25% of the base price as their yearly support. (Of course not everyone would need to renew every year.)

As you guys sell more and more scripts, you will have a surge of previous customers who need some type of support. So you'll spend time and money supporting them but you will not be getting paid.

If you did yearly pricing, you could offer some discount for buying more than 1 mod

I often thought that too a yearly wouldnt be a bad deal but for me the best bang for my buck is the lifetime license one time fee and you are done ...if db did a yearly thing you would still pay more to renew if the price was lower then lifetime...

as this is my opinion i do like how this is set up ..now the one thing i would like and db had this in past is for just the paying costumers wish they could reopen a place where we could test the pro products again and acp ect this was closed due to some bad apples ....

 

[Ozzy47]

I think you should have one yearly price only and then a yearly renewal if the person wants updates (except for security fixes which should be free).

Many software companies charge 25% of the base price as their yearly support. (Of course not everyone would need to renew every year.)

As you guys sell more and more scripts, you will have a surge of previous customers who need some type of support. So you'll spend time and money supporting them but you will not be getting paid.

If you did yearly pricing, you could offer some discount for buying more than 1 mod

Thanks for posting, jake07, this was answered already in the thread by the Managing Director.

Thanks for the feedback, however our pricing strategy is carefully considered and represents the thinking of much of the current research into consumer choice and behavior - our pricing structure at the moment is designed to give customers choice and flexibility.

 

[g00gl3r]

I'd prefer a support ticket system. It's the way to go for a professional support service and seems to be the industry standard. Getting support for my ongoing PM system problem that DBSEO has broken sucks. I'm PMing and replying to threads and it's just tiresome knowing only one guy is the other end and you're waiting for him to wake. With a ticket system staff could share the role etc and people are taking turns receiving support so it's fair.

 

[GoodApples]

I always thought it was a good ticket system that was in place here!
Regardless it's all about the Great product and Great support which dbtech has both!!!

 

[g00gl3r]

I'm struggling support wise, and DBSEO has broken my PM system, and changed my URL's from VBSEO style I had, and it can't be undone apparently as 1.0.8 way they did it had issues. Been waiting a couple of days now for a fix and it seems to be one of those situations where I respond, wait 12 hours, they respond, wait a few hours, I respond. etc etc

I'm british, they're british. You'd think a call would suffice in this situation. That's a real pro company. This amercian way of using tickets isn't the coolest on it's own but doing it via a forum which means you're actually doing half by PM and half by thread isn't pro' at all.