Customer care incomedia 
Author: Raoul R.Currently, I face issues with restoring projects and the backup function that fails me. Not the first time.
Only weeks ago I had the same, I received at the end the offer from Incomedia that a developer could assist to get me going, that could take a while. I had to choose to go back in time via a copy of the project in an earlier stage. Why? Because an update gave issues. The icon with a link to our booking page was sized 25% instead 75%. So I could not wait for a solution, and after days I had the website in good order again.
But before customer service came to action those days I had to phone +39, and undergo what I would describe as a fight. A fight with my supplier, a supplier that fights with its customers. Over the years I had more of these interactions. It baffles me. After that fight I received a sort of attention, but not a sorry that we cannot help you.
Since then, I have watched the messages more closely. The feeling updates are released to soon is alive, troubles after updates affect lots of users and are alike. And that gives the average user the idea that those issues can be prevented by proper testing ahead release. At times users are in trouble, real trouble, they have in most cases nothing more than the community, messages send in panic and in frustration are well spread. I can add more words to this paragraph, but your thoughts are the same.
Last weekend I was not able to open the same project again. Restore function via backup fails again. And what is not said in the paragraph above, Incomedia does not like negatives in the community section. So I came to the thought, lets ask for support via a private message. In the request for support I included the suggestion that I would love to pay a significant higher annual fee, I that gives me the support or better the software we all need to be effective and really successful. The result is the same, after almost 48 hours, one and a half working day no response at all.
So I phoned +39 again, mentioning that I do need support and that again I would like to talk with someone from management. Again I found myself in a fight. Someone telling me what I need to do, instead of listening to what I need.
Dear crew of Incomedia, we all are not government workers. If somebody phones my company with a request, in frustration or what ever, I want that person heard and supported. To avoid negative reviews on the web is reason enough to sack anybody who does not understand that. This time I gave 30 minutes to get returned on my request, about the time I would need to create this post.
And I am sure that the Incomedia crew is performing at its limits, but that does not mean nothing has to change. Next time I get in this circle again, after days of patience, and somebody picks up the phone and does not reply with I make sure somebody calls you back instead of showing willingness to fight with the source of income, I will surrender.
Dear Raoul,
I am sorry about the situation and I understand how stressful it can be waiting for a support request to be replied. Actually, because of course we need to look into every question we get on the Help Center, as well as analyze the reported issues, we need between 24-48 hours to cover all the requests we get. If you don't get a reply right away it isn't because we forgot you or because we don't care about the issue, we're simply taking the necessary time to provide you as well as all the other customers with a good level of support.
The operator you talked to was simply trying to explain this, as well as suggesting you a way of putting yourself in contact with the administration, as, because we aren't working at the office, she couldn't simply hand the phone to the manager as you were requesting. Following your phone call, though, she informed the CEO accordingly about your case.
Now, a colleague got back to the issue you have mentioned, so you can check out his reply here: https://helpcenter.websitex5.com/en/post/238951
Thank you, I wish you a lovely day.
Author
I do not want to be rude, but I am sure when others read that you need between 24-48 hours to cover all the requests you get delivers more users a freak-out. The way that this time-frame is considered as good practice in all cases is, I am confident, mind-blowing for most of us. The minimum you can send out is a confirmation that issues have your attention, with a timetable attached. And I did not phone to receive an explanation, I phoned to explain my standings and feelings. It is not that we do not understand how things are done, the question is do you realize what the results are, and what the end result will be? And yes I had the opportunity to lay out my feelings to your CEO. And I had not seen this response, but I already stated all said was not aimed at one or two persons. It is aimed at a considered normal, a lack of connection. And I am confident we would all benefit from a few realizations, including your self.
Thank you, I wish you a lovely day.