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Vanilla 1.1.5a is a product of Lussumo. More Information: Documentation, Community Support.

Forum: [Closed] Reseller Support - Is there any?

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    • CommentAuthordwilcox
    • CommentTimeJun 27th 2008
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    I am marketing web site services to small business. I recommend Semiologic but, am wondering if there is any developer support when things don't work.

    I promote such features and "ease of use" and the "ability to update your own content using the built in editor".

    Before I get flamed, let me say I believe the forum is a great resource for help. BUT, it doesn't provide any "expectation" of getting a solution to a problem for a $300.00 product.

    Having said that, It sucks to have to give refunds because something as critical as online wysiwyg editor doesn't work properly. And the "answer or solution" is to not use it.
    •  
      CommentAuthorJeff
    • CommentTimeJun 27th 2008
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    Support overall has been less than desirable for a couple months now and no one knows when support levels will get back to normal. But you already knew this, so I am not sure where you were going.

    Jeff

    • CommentAuthordwilcox
    • CommentTimeJun 27th 2008
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    Actually when I started reselling Semiologic, there seemed to be a support process in place. This was before the version 5 release. Since I hadn't had to use the "support " for quite some time prior to this release I was concerned when I could not find a "real" support solution on the site.

    I'm going with this here, in the forum, because it seems the folks in charge at Semio (Denis and others) look here and could provide answers or some plan of supporting their customers.

    Pretty much everyone who sells software uses a support ticket system for support not a forum. They also set a certain expectation level.
    •  
      CommentAuthorLarry
    • CommentTimeJun 27th 2008
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    @dwilcox

    Just a point

    Since you are promoting Semiologic and rightfully collecting affiliate fees for this, you are in effect becoming part of the source for product support. Or in my opinion, you should be.

    To me, it is unconscionable to accept up to 40% of the products cost for simply recommending it without accepting some responsibility for support.

    Are you suggesting that Denis provide research, development, customer support and most of the advertising out of his 60% portion, while you provide only a recommendation to purchase the product for your 40%?

    Is this a fair description of how you're thinking?

    Larry
    •  
      CommentAuthorchris_c
    • CommentTimeJun 27th 2008
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    Hi,
    @ Larry I agree with your point - just not sure if dwilcox is talking about reseller or affiliate sales. I know he calls it reseller . .but the way he describes it to me it sounds more like a mere recommendation - rather than a positive installation/support service.

    With WP 2.6 being released in the next couple of weeks I suspect we're about to find out alot about the future of Semiologic.

    Chris
    • CommentAuthordwilcox
    • CommentTimeJun 28th 2008
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    I'm talking reseller and I provide 1st level support.
    I pay a fee to be able to sell SL as a value added product.

    I have a problem with an install that doesn't work properly. I have installed SL over 25 times on different sites for my self and my customers.

    In regards to affiliate promotion, which is NOT what I'm doing, Any vendor that uses affiliates to make more sales on networks like ClickBank, Commission Junction or any other Affiliate clearing house provides 1st level support to customers. The affiliate is only responsible for increasing the number of sales, for a commission, that the producer receives. It increased the vendors sales without increasing the vendors marketing cost.

    A win win situation, if the vendor has a support system in place.

    So, I would disagree with your statement : "To me, it is unconscionable to accept up to 40% of the products cost for simply recommending it without accepting some responsibility for support."

    But like I said I'm talking about reseller support, after what I know doesn't help my customers.

    Hope I'm being clear.

    Dave

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