I am trying to understand the logic behind why viart support seems to pick and choose which topic questions to answer. Where is the logic? Many forum questions go unanswered while other ones get answered right away. Is there some policy behind which get answered and which do not? What is the purpose of a forum if questions don't get answered? Maybe Viart would like to address this.
 
I am certain there are a lot of folks who feel the same way. I love the viart product and compared to most other products, it is pretty advanced. Plus, with each new version, there are more functions and features added making the product even better.
 
But what continues to lag behind is support. Viart would recognize greater growth and better forum input if they offered better support for their product (whether through more timely responses on email, forum or even a paid telephone or email, or live chat support.
 
While I appreciate that there is a manual available that discusses very basic set up and operation of the software, for the most most it it inadequate and outdated. Leaving the onus of learning the software on the user, through trial and error, is an frustrating experience and a worrisome business model to operate by.
 
Viart, you have a great product and it is obvious by your continued improvements that you invest and believe in the product. So, why not also invest in real "live" support so users like myself can really get this product working from day one? Seriously, what do you have to lose?
 
Thanks.
 
PS: If you happen to answer this email, could you please answer my earlier question about why you don't answer all forum questions? Thanks, we're all waiting for your answer...

Hello, Scott
 
Thanks for your question. I will try to explain.
 
Our Forum Section has been created to give our users a possibility to freely share their ideas and discuss any kinds of issues which have to do with our shopping cart. Also, we have created a special Announcement section to notify our users about bug fixes made after issuing releases so they will be aware of these fixes and corrections. Moreover, another section 'Features Requested' encourages our clients to make proposals about improvements and enhancements which they wish ViArt Shop to include in future.
 
Two other sections 'Discussions' and 'Installation' are aimed at open communication between all users of our shopping cart. Thus, You as a user can receive an advice not only from our support team but from other users who are either novices or advanced users of our product and who have already attuned or are just going to attune their shopping carts according to their needs. If questions of our users are general and do not require additional study and investigation then any of our support managers can give quick answers to them on the Forum.
 
However, if you want to receive guaranteed and fast answers to your questions then you are to contact our support team by sending a support request through the 'Support Page' on our website and you will definitely receive the answers to all your questions and any kind of assistance. Because, in contrast to Forum, our Support System aims at direct communication between our clients and us. Also, it is worth mentioning that we have a paid Premium support which you can purchase and receive a priority assistance and support on all issues.
 
As a conclusion, we would like to thank You and all our clients for using our shopping cart and can assure you that we are constantly working not only on the perfection of our product but on the improvement of our support. And all your comments and requests help us to reach this goal.
 
With kind regards,
ViArt Support Team

 
So I stand corrected. I appreciate your response and answering my questions. I am interested in paid support. Thanks. I will look into this. All the best.
 
Scott

Couldn't agree more Scott, I have been waiting 2 days for a question to be answered.

I think Forum area is a best part of any scripthouse like work and sell tools for online business.
Forum is a primary part for collaborate and discuss..solve (and sure get information and other for next devlopment) about the product.
At my advice support required for problem not solved on forum ,or special custom project.
Also for this required a partecipation of one o more developerman..projectman of the scripthouse for place a esaustive questions non resolve by user on little time,
 
Also i think viart is one of the best ecommerce concept idea around the web for the price have, but a good working user forum is important part.
 
 
Sure..this is only the my idea...and of more other software hose online.
 
 
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wow..another day is passed! )

I can assure you that the Viart support staff would have a LOT more time to deal with the REAL problems if they would actually answer questions on the forum.
 
I see a lot of questions that are very general, but for which the solutions are NOT covered in the manual. Rather than actually answering the questions Viart support tends to say "Send in a support ticket"
 
This means that we CAN NOT fix the simple problems ourselves and it also means that Support Staff are CREATING a LOT of unnecessary work for themselves.
 
Answer general questions here and then handle the specific stuff on the tickets.
 
Work SMART not hard.