Again asking for help in the staff of ansca mobile

Solar2D General Questions/Discussion
#1

I’ve been on this forum again try contacting the staff ansca mobile.
The only channel available to speak to the support is paid.
Pay?
Believe it?
can check this link http://www.anscamobile.com/corona/support/?ref=nav

I’m having problems for some time with the permission of one of my machines. As described in this post https://developer.anscamobile.com/forum/2012/02/17/deauthorize-windows

So far not received any contact and no response from anyone.

Now I’m having problems with my dashboard and still do not know how to report the problem.

If anyone knows of some form of contact, please disclose.
[import]uid: 79379 topic_id: 23681 reply_id: 323681[/import]

#2

If you look on the far right of that page you linked, theres a section called “other support options” or something like that. From there you can click the link to add your support question to their queue.

And its free :stuck_out_tongue: [import]uid: 69826 topic_id: 23681 reply_id: 95127[/import]

#3

see note.
* No guaranteed response for free support on Forums or Request Form.

This is a lack of respect for the User to pay for a license.
thanks for trying. :frowning:
[import]uid: 79379 topic_id: 23681 reply_id: 95129[/import]

#4

Hi Vastar,

I’m so sorry to see that you didn’t get any replies to your last thread; the Corona SDK on Windows forum doesn’t get enough love. I will try to stick my head in there more often.

As far as getting support goes, I’m not sure what gave you the impression our only support was paid - that is totally untrue. See the options there for paid support? They are all very specific services we offer as additional options if people would like to get some one-on-one help from the team.

We have numerous ways to contact several members of the team; there are emails listed, many of us are on Twitter and of course we have TWO support forms.

In your case you would want to use this form; http://developer.anscamobile.com/forms/support

Someone will be able to sort it right out for you.

In the future if you make a post and you are not getting answers in a timely fashion please, tweet me (@peachpellen) a link and I’ll answer it as soon as I see it.

My apologies again for missing your thread,
Peach :slight_smile: [import]uid: 52491 topic_id: 23681 reply_id: 95131[/import]

#5

thanks for your reply peach.

I saw the contact form, but what do you think of this note “* No guaranteed response for free support on Forums or Request Form”

excuse me but what I understood is that if pay is guaranteed answer, if you do not pay … fill out a form and try your luck.
[import]uid: 79379 topic_id: 23681 reply_id: 95146[/import]

#6

I sent my problem to support.
This is the answer to the User receives.

"Thank you for taking the time to send us a support request. Your request has been added to the queue.
Our staff is available to review requests in the support queue Monday-Friday, 10am-6pm PST (excluding holidays.) If you’re submitting your request outside of these times or on a holiday or weekend, please do not expect an immediate response. **Support requests are answered on a best effort basis with no guaranteed response.

If you need immediate assistance or guaranteed response times, upgrade to Standard or Premium Support."**

note that again is informed that response guaranteed only paying.
[import]uid: 79379 topic_id: 23681 reply_id: 95158[/import]

#7

Vastar,

Firstly - you are correct - we cannot guarantee that we will provide 110% absolute definite support to everyone, all the time.

Secondly - you’re right, if you want us to email you back immediately, even in the middle of the night, that probably isn’t going to happen. (Although it was 5am when I replied to your post, so sometimes it does happen.)

We do try to provide the best support we can, however if you want an immediate response, especially one outside of business hours and you absolutely cannot wait until you are at the front of the cue then we do have support options for those situations.

Other support options, including one on one training, debugging, code snippets, etc. are of course services that can’t come free - but I expect you know that.

I hope that clears this up.

Peach :slight_smile: [import]uid: 52491 topic_id: 23681 reply_id: 95188[/import]

#8

Well, to be honest I was never a big fan of paying additional money for support anywhere, because typically the answers from paid support directed me right back to where I started and left questions unanswered.

THIS IS NOT THE CASE WITH ANSCA…

Their paid support actually provides answers, and while it could be out of range as far as price for some… if you’re like me and want an answer without lifting a finger, you pay. Alternatively most answers can be found on the forums for free. Ansca/Corona has one of the best user supported forum and discussion threads around. While certain threads seem to dominate the answers, if you dig deep enough most of the time the answer is there without you even asking a question… chances are someone has already asked the same question you had in mind.

While I also know that certain issues require an intervention from the Ansca staff, there are enough of them lurking around that if you ask a question chances are someone is reading it and is willing to help you.

PS. From a business stand point I can totally understand why Ansca charges for premium support… imagine if all they were doing is answer our questions; we’d never get anything else done. Besides, I don’t think you can run a business these days without having to charge for some sort of expedited support… I have DirecTV, and many other services and while they provide basic support, they do charge for expedited and more complex issues, I think it’s just a nature of the beast. [import]uid: 10379 topic_id: 23681 reply_id: 95201[/import]

#9

well said [import]uid: 7911 topic_id: 23681 reply_id: 95207[/import]

#10

you got me wrong, or I could not explain.

I do not want immediate answers, and even said that.
I understand it is hard to answer everyone, but for a licensee that does not respond?

my rant refers only to what is reported when you fill out a contact form,
"* No guaranteed response for free support on Forums or Request Form" , I think this is not an appropriate response to a licensee.

I will wait for response team.
Thank you. [import]uid: 79379 topic_id: 23681 reply_id: 95208[/import]

#11

Well, I’m not sure how to respond to this one because I knew what I was getting myself into when I was buying my license…

My understanding was that I am purchasing a 12 month license for Corona SDK which allows me to build apps/games/whatever for iOS and Android devices, and support was not included with it. If I wanted to learn or get support I would either have to look for answers myself on the forums or purchase additional “time” from Ansca (for whatever building, code errors, etc. etc.)

I’m sorry you’re not feeling supported, but I rather keep the low price of $349/year and pay for additional support when I desperately need it… instead of paying $1100/year upfront for support included in the package.

I don’t know just my two cents.

PS. either or, I hope your issue does get resolved. I know your original issue may not be resolved by just downloading a new daily build… but in my case, many of my issues get taken care of just by downloading a new build. [import]uid: 10379 topic_id: 23681 reply_id: 95499[/import]

#12

Hi nemensiris, I agree with you.

Support for programming? Exists in the forum, and it’s wonderful, because the experience is the best weapon.
Pay for programming support? I agree!

My problem is directly related to the malfunction of the site. But there is no specific location for this type of problem being reported.

[import]uid: 79379 topic_id: 23681 reply_id: 95510[/import]

#13

Sorry to hear about the challenges you are facing Vastar, hopefully your problems can be addressed soon.

I prefer the current model, and rather pay less to get the core bits. I could see paid, timely guaranteed support being something that a big studio wants that has deadlines to hit, etc. For me as hobby indie dev the current solution is okay. The community around Corona is super awesome, and people try to help each other out.

A few weeks back I had an issue where Amazon had initially rejected my game, and I posted that on Twitter. Afterwards Carlos directly replied and showed interest and wanted more info about the issue. To me that showed that Ansca is committed to creating and maintaining a great product, even for me as a hobby indie dev. :slight_smile:

–wunderwuzzi [import]uid: 118947 topic_id: 23681 reply_id: 95513[/import]