TOPIC: Are DTH charging us enough?

Hi Everyone.

I appreciate all of the feedback on this issue. Yes I recently purchased the business and I have been doing some clean up on really old tickets. It's been difficult because new tickets come in at the same time. We are about to release a new invoicing extension that integrates with DT Register and my guess is we will have more resources freed up to address some recent requests. In fairness, I don't want to set an expectation that is unrealistic. One of the posters for example wants K2 integration and that is not a quick task. However we will do our best to address what is best for the entire customer base.

I do appreciate everyone's loyalty.

Best Regards,
Rich

Hi Rich,

Thanks for your candid reply. I appreciate that there can be teething problems when taking over the reins of a business.

However I, and am sure others here, would like an assurance that going forward there will be a bigger focus on the grass roots stuff like prompt and complete servicing of issues to their resolution from customers . Not just promises, but a real and noticeable change in attitude to providing great customer service.

And just to be clear I don't mean unrealistic expectations of extras like additional functionality to the package done in a day. I mean the real basic things like fault or bug resolution being dealt with in a timely manner. It's got to be the one area that needs real work if you are to keep a loyal customer base.

As you say in your comments "......I have been doing some clean up on really old tickets." While I appreciate that this may not have been your fault, I think this statement lends itself to highlighting the problems that have existed. My rhetorical question from this is of course - Why are there still really old tickets still in the system??

Hopefully the lack of decent, complete and/or timely support in the past is left right there.... in the past!

I write this in the spirit of constructive criticism borne through frustrations from the past!

Good luck with the venture and I sincerely hope that we all see a change for the better in this area sooner rather than later.

I welcome feedback from you and other forum members on the subject.

Darryl

I would agree and echo all the comments that have been posted. Be happy to pay more for the product if there was some guarantee on response times. The product has great potential and sounds like DHT needs some additional internal resources to pull it off.

Hello everyone and especially Rich (congratulations on buying a company with high quality products!). Please, do concentrate now on making DT Register BUGFREE, not on implementing new features! All that these discussions is all about is just that - the hurry in the history to add new features instead of dealing with old (and new) bugs, making this great component so very unstable to use. Good luck!

Cheers Ben

As a user of two licences for many years, I strongly agree with this. We use DTRegister for important tasks and cannot afford to cope with buggy "new feature" releases. I have not dared to update since 2.8.2b and am finding it difficult to gauge from this forum whether the current release is OK for use or not.
Regards
Bernard

We need better support. Seems like alot of users come to the boards and do not get support. I have had a ticket opened for about a month now and no real support. They only told me to update to latest version which I did and some of my issues are still there like the double billing.

I wouldnt mind paying higher rates for support or having a special support cost to get priority responses.

I like this component however I am thinking of switching due to the lack of support to the users.