Loading Profile...
Ning Premium Support not responding to a support request for a network problem
Ning premium support hasn't answered a question for 9 days and counting. We've got premium support for our network, and we aren't getting any response from Ning even for an update as to the status of our issue.
I’m frustrated
2
people have this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
The best solution from the company
-
Thanks! An Open Social developer is looking it at right now.
The company says
this solves the problem
-
Inappropriate?Hi Dana!
This is definitely not ok - can you please let me know your ticket number, or your network url?
Thanks,
Laura -
Inappropriate?Hi Laura. The ticket #'s (the second one was after we purchased premium support) are:
090606-000656
090707-000363 -
The company says
this solves the problem
-
-
Inappropriate?It took a few months, but finally this was resolved. I wasn't happy about how long it took, but the resolution is good.
I’m undecided
-
Inappropriate?omg. That is not "premium" support I don't care what the terms are or how much it does or doesn't cost. holy smoke.
I’m sad
-
Inappropriate?I can't get a straight answer with "free" support and I have thought about buying support the first go around but after coming here and seeing the horror stories I know there is no point we all get the same handling no matter what you pay.
-
Inappropriate?Yes it seems it makes no difference. I did purchase the premium support plan last week, submitted a follow up to the SAME PROBLEM yesterday morning at about this time and I have not heard back. So much for "within 24 hrs". Rip Off.
I’m frustrated
6 Comments Add a comment
This solves the problem
-
Hi Susan,
We can start providing the 24 hour response time as soon as you've signed up for support then submitted a new ticket. It isn't possible to update past tickets' support level, which is why this happened.
We should be able to take care of you going forward, and I apologize for this confusion!
Thanks,
Laura -
Thta is exactly what I did. Still did not receive a response within 24 hours. I've requested a refund but have not received a reply to that - 3 days ago.
-
HI Susan,
Like Brad, can you let us know either your ticket number or network name? We have no way of knowing via Get Satisfaction.
Thanks!
Laura -
I am confused as to why I would need to continually follow up in the first place? This is not something I should need to do... especially when it is something I pay for. Ning.com should be providing the service I pay them for. At this point, it's a ridiculous situation.
I've been in this business for 12 years now and have done business with many hosting companies, internet service providers, platform providers etc, and I have never had such a horrid experience with service as I have had with Ning.com. -
HI Susan,
I'm really sorry to have to post here as well. I've searched our system for unanswered premium support tickets and haven't found any. Because we have an employee named Susan, I am not able to search by your first name, so I am stuck without a piece of information that allows me to find out what happened. We receive a few thousand tickets a week and I'd really like to help!
Thanks,
Laura -
Hi Susan,
I think I've determined what happened. From what I can see (if you are the Susan both Courtenay and I have worked with) you emailed in to support@ning.com to contact us. Unfortunately our email boxes don't have a way to mark tickets as premium support, which is why we request premium support holders sign in to the Ning Help Center to contact us. This ensures your tickets are routed to the proper premium queue to get a speedy response.
I am sorry for this and hope it explains a bit what happened. If there is any way we can be more clear about this in the confirmation we send out, please let me know!
Thanks,
Laura -
Inappropriate?We were also looking at premium support. I won't bother doing this now - will wait a bit till NING have got their act together. Thanks for the post about this Dana.
I’m sad
-
Inappropriate?I'm getting the same problem. I'm a paying customer. 5 days and counting.
I tried by online support and keep receiving errors. I've tried emailing (3 times now) and no response. They don't offer any phone support which would be a nice touch. Pretty frustrated right now...
I’m frustrated
-
Inappropriate?Hi Brad!
Just to confirm, you have an unanswered ticket in the Help Center? Can you let me know the ticket number?
I'm also concerned about any error in the Help Center filing a ticket. It would be great if you can elaborate on that here or in your ticket.
Note, you do have to sign in with your email address and the associated network that you purchased support on, otherwise there is no way for the system to know you have a premium support service.
Here at Get Satisfaction we have no way to know what network you represent unless you let us know as well, and there is no access to your email address to look up your account. Please do provide your Ning Network name when you post so we can help!
Thanks!
Laura1 Comment Add a comment
This solves the problem
-
Hi Laura,
Network is torontoskiandsnowboardclub.ning.com (torontosnow.com)
I tried getting a help ticket but any question I input results in:
Error: An error has occurred while processing your request. We apologize for the inconvenience.
So I cannot get a ticket number. I emailed helpcenter@ning.com three times *(does anyone actually check this?). No reply. You can see my issue there.
Anyways, hate to complain, I love your site but this is a major problem. Why not offer phone support so we can get in touch somehow? -
Inappropriate?As of recent, changes occured on our network: http://torontoskiandsnowboardclub.nin...
1. www.torontosnow.com does not work (goes to a 404 page)
2. torontosnow.com works but forwards to http://torontoskiandsnowboardclub.nin... (which we want hidden!)
3. Other settings have been changed and have gone missing! This is very frustrating since we are relying on this network to run our business and we are paying for advanced services which are not working.
I’m confused
2 Comments Add a comment
This solves the problem
-
We're having the same problems. Extremely dissatisfied with Ning.com's "service" - which is very poor. If I ever provided this level of service to any of my clients I would be so embarassed. And broke.
-
Hi Brad,
I've look at the three networks you have, and none have premium services purchased at this time, which you can confirm at http://ning.com.
It may be your credit card information needed to be updated, however we send up to 3 emails to the Network Creator if the credit card in our system doesn't go through. Please make sure you have access to and are checking this email account, it is different than the one you contacted us with.
Definitely let us know if you have in fact paid this month and we can investigate why they were cancelled.
I've found your ticket and responded there as well!
Thank you,
Laura -
Inappropriate?Its really effecting the free help tickets too I have had one for days (probably a week now) that no one has even bothered to acknowledge it at all. So much for "upgrading support" and mine is an easy-peasy thing nothing challenging at all.
I’m frustrated
-
Inappropriate?1. Answer / Check your Ning email
2. Get some kind of phone contact/support
3. Fix your online support submission system (not working)
Anyways, I like Ning overall, but this *has to be fixed!
EMPLOYEE
