I am new to the plateform, and I want to try to understand better where I have entered
Here’s my feedback about my user experience during the first weeks: The plateform is pretty slow (user interacting with bot) and looks buggy (actions, unknow errors before even loading the bot files). Plus support looks “not very fast” to me (4h before acknowledgment of an issue impacting several users).
OK, i’ll try to be positive. So I need some inputs for better education:
What are the support hours?
Where are you located (i am based in Western Europe)?
How shall i report better to have better / quicker response?
What average response time shall I expect?
Guys (=other users of the platform), am I the only one with that feeling, or this kind of sensation is the baseline of the service yu also have experienced?
In case of issues with support, is this recurrent/Structural or just Recently/Conjectural
Thanks for your answers. That will be great help to me.
PS: I hope I won’t offend anyone, that’s not my objective. I personally prefer to know the baseline. I will make easier for me to take decisions
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@latransformateca I think you are mostly right. Pickaxe has a certain kind of personality. It seems not far off from the rugged individualism of the gold miner/ Gold Rush reference.
There’s no documentation nor Roadmap, for example, but there are a lot of videos- I just don’t know how to search them.
But check Releases & Features - Pickaxe Community Forum - new features are rolling out at a good clip.
So, we get what we get when we get it.
And Nathaniel is very available in Office Hours, pretty high accessiblity for His Majesty.
Further, you can reach him and the rest of the team through Resource Directory which will link you directly to Nathaniel’s calendar where he seems to set aside two days per week and about 12 hours.
@nathanielmhld
You probably know, Pickaxe is well suited for a certain class of problems, which is why they got the $3.8 million over, literally, everyone else.
I get the feeling that things are getting better, and quickly, and am looking forward to what’s to come.
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Hi folks! Thanks for your honest feedback - it’s always good to hear from users about how we can improve the platform.
First, on “support hours”: our team us U.S.- based, and operates within those time zones. As a result, issues that pop up outside of our work hours may not be seen right away - but if it’s urgent, we will get to it as soon as we know about the problem. More generally, our goal is to respond to customer queries within 24 hours. You can almost always get a faster response by sending an email to info@pickaxeproject.com. There are three of us on the support team, and we often get 50 or more inquiries a day on issues varying widely in scope and impact. Some things will get a very quick response, but if it’s a bug report that needs to be tested/discussed with the engineers, a feature request that we want to talk about internally, or any other complex issue, it will likely take a little longer to get you an answer.
Secondly - if you’re finding that the platform is “slow” or “buggy,” we want to hear about ways we can improve, and would strongly encourage you to send us an email (or respond here!) with more details (/ideally videos or screenshots) about any bugs you come across. We are a small team, but it’s extremely important to us that you have a positive experience.
Thirdly, as Ken mentioned, we try hard to make ourselves available to users. You can book a call to talk through your experiences, or meet with Nathaniel personally on Office Hours twice a week (Tuesday at 4pm PST and Thursday at 11am PST). Our blog has a lot of how-to guides, as does our YouTube channel, and we try to post content about existing and new features regularly (if there are any how-to videos or blogs that you’d like to see, please let us know!).
We’re happy to have you on the platform, and please don’t be a stranger!
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