Home Download Buy Blog Forum Support

Support for ST2

Support for ST2

Postby taenzerme on Thu Oct 11, 2012 2:04 pm

Hello Sublime Developer,

Maybe I missed something, so correct me if I'm wrong:

Is this forum really the only way of getting support for a paid product? I already posted a problem a while ago and got no response by the developer. Actually SL is a good product but this specific problem (i.e. project files not opening on dbl click) is really annoying and I've found no way of solving this so far.

What's the best way to get support for Sublime Text (which I expect as a paying customer)? There should bei either some sort of ticket system or a public available support email address for paying customers to get help and not a support forum where I don't know when to expect an answer or not, especially since there is NO automatic notification on replies on this phpBB setup. I consider this a waste of time.

Please please, provide a regular support to paying customers or tell me who to contact directly.

Regards, Sebastian
taenzerme
 
Posts: 11
Joined: Tue Apr 17, 2012 3:06 pm

Re: Support for ST2

Postby quarnster on Thu Oct 11, 2012 2:37 pm

Technically you paid for a license to use the software, not for support.
quarnster
 
Posts: 389
Joined: Tue Nov 29, 2011 11:34 am

Re: Support for ST2

Postby taenzerme on Thu Oct 11, 2012 2:49 pm

quarnster wrote:Technically you paid for a license to use the software, not for support.


No offense, but being in the software development business myself this is definitely not
how this works in real life. User support is what makes the difference about the quality of a product.
A product without support is worthless, IMHO.

If I as a user have no way to get in contact with the developer next time I'll choose
another product because of that bad experience. That's how it goes, most of the time,
and what I learned from my own customers.

Sublime Text is absolutely the first product not to offer any official way to get support
besides a crappy phpBB forum. I can't believe anyone actually is supporting this way of
"support", too.

In my opinion it's just common sense for a software company to offer (limited) support for
customers, i.e. 90 days after purchase or like many others do - in the first year.

Don't get me wrong - ST2 is a good software itself, but it has some quirks and bugs and
maybe sometimes a "customer" (i.e. user) working with it in real life needs support
beyond posting here and hoping someone might answer sometime in the future
without even knowing this is read at all.

That's no good business policy, sorry.
taenzerme
 
Posts: 11
Joined: Tue Apr 17, 2012 3:06 pm

Re: Support for ST2

Postby facelessuser on Thu Oct 11, 2012 3:15 pm

I don't feel there is a problem opening dialog about support. I am sure there are others that feel the same way.

But in short, it is what it is. I personally find the editor to be of great value, and I am willing to overlook the not so good support at times. If the the support issue outweighs the usefulness of the app, then I would not purchase a license and would possibly support a different editor. I have not reached that tipping point. I love ST2 and plan to continue using. I do wish at times support was better, but it hasn't bothered me enough to cause me to go elsewhere.
Last edited by facelessuser on Sat Oct 13, 2012 4:31 am, edited 1 time in total.
facelessuser
 
Posts: 1571
Joined: Tue Apr 05, 2011 7:38 pm

Re: Support for ST2

Postby taenzerme on Thu Oct 11, 2012 3:55 pm

facelessuser, yes - ST2 is a great piece of software, I'm using it everyday and it saves a lot of time.

My long response was a reply to quarnster's comment and in no way was meant to sound like it's THAT bad with ST2.
I'm just saying support could be better a bit with ST2 and that John should have an eye on this.
taenzerme
 
Posts: 11
Joined: Tue Apr 17, 2012 3:06 pm

Re: Support for ST2

Postby quarnster on Thu Oct 11, 2012 6:01 pm

Unfortunately you're preaching to the choir, I don't disagree with anything you said and Jon's seemingly declining involvement as judged by the lack of new builds, posts in the forums and lack of merging pull requests for the Vintage plugin scares me. Jon, if you're reading this, I don't know what's going on in your life but I hope everything is ok with you.
quarnster
 
Posts: 389
Joined: Tue Nov 29, 2011 11:34 am

Re: Support for ST2

Postby swrobel on Sat Oct 13, 2012 12:58 am

quarnster wrote:Unfortunately you're preaching to the choir, I don't disagree with anything you said and Jon's seemingly declining involvement as judged by the lack of new builds, posts in the forums and lack of merging pull requests for the Vintage plugin scares me. Jon, if you're reading this, I don't know what's going on in your life but I hope everything is ok with you.


+1
swrobel
 
Posts: 16
Joined: Wed Feb 01, 2012 8:02 pm

Re: Support for ST2

Postby jps on Sat Oct 13, 2012 3:11 am

Just as much progress is happening on Sublime Text as ever, it's just going to take some time for the results to be ready.
jps
Site Admin
 
Posts: 3067
Joined: Wed Mar 19, 2008 12:33 pm

Re: Support for ST2

Postby C0D312 on Sat Oct 13, 2012 3:47 am

taenzerme wrote:In my opinion it's just common sense for a software company to offer (limited) support for
customers, i.e. 90 days after purchase or like many others do - in the first year.

IMO, It seems silly to treat a one-man-show as a company. Everyone's always trying to tell Jon what to do. Just let him code in peace GODDAMMIT.
C0D312
 
Posts: 1063
Joined: Sun Jul 10, 2011 3:23 am

Re: Support for ST2

Postby taenzerme on Mon Oct 15, 2012 9:59 am

@John, thanks for the short followup. I understand problems coming up when a product is successful. Still, it would be great if you would keep your customers informed what's going on - back on the original topic - and at least think about how support could be handled better in the future.

@C0D312: I disagree, even though I understand what you're talking about. That's just not how this works if you sell a software commercially (yeah, it's not that much considering what you get). John should make the whole thing open source then, which would lower the expectations a lot. But that not the case - it's a closed source software commercially sold. I can and should expect support as a customer. One man show or not doesn't matter. Others are doing it too with good support. Look at many one man show Apple AppStore coders. If you make money with it hire someone to handle support request. That might sound ignorant, but believe me (been a one-man-show myself for many years) you can't just cut out support like that.

I think many buyers of SL2 look at Textmate - look what happened there. We paid good money and in the end no one cared about the product. What's happening with Textmate2 is a bad joke. IMHO this should not happen with SL2, too. I think many fear that's going to happen consindering how little information about progress and future plans is available to the public.
taenzerme
 
Posts: 11
Joined: Tue Apr 17, 2012 3:06 pm

Next

Return to Technical Support

Who is online

Users browsing this forum: Google [Bot], Yahoo [Bot] and 22 guests