I Don't Understand Elementary Support

Discussion in 'Discussions' started by darkoverlordofdata, Sep 10, 2016.

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  1. darkoverlordofdata

    darkoverlordofdata Thread Starter
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    So if you go to https://elementary.io/support there is a link to Stack Exchange that says check out answers to support questions. But If I go there, the questions are not answered, they are mainly closed as off topic.
    So I you submit a bug via the Report A Problem icon, it creates a launchpad item that get's ignored for months or they answer a question you didn't ask (Isn't that 'off topic'?).

    So how are we supposed to engage support? I feel like a little kid when Mom says go ask Dad, and Dad replies go ask Mom.
     
  2. elysium

    elysium
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    As far as i know, it is exactly as you describe: The developers want to provide basic support only through https://elementaryos.stackexchange.com, and if the question needs a bugreport, then via launchpad.

    Often you will have luck to get an answer for an already reported problem with searching your answer in the search-feature on https://elementaryos.stackexchange.com (top right > Search Q&A).

    I am not connected with the developers and i don't know why there are a huge count of not processed bugs. We can only suspect it: There is not enough manpower to work off the bugs.

    The really bad point is, in my opinion, they still do not want an own community board like this one here. An example: Just this question you asked here, you cannot ask this in https://elementaryos.stackexchange.com 'cause the "supporter" there will penalize your account there immediately.... "This is not a support question, blabla".
     
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  3. darkoverlordofdata

    darkoverlordofdata Thread Starter
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    I wonder sometimes if its me or them. It helps to know that others experience the same frustration.

    The last time I asked for help ont he ElementaryOS StackOverflow, I got an automated popup saying that if I wasn't more careful they would lock my account.

    I worked for one of Elementary's competitors for almost 20 yrs. I started in customer support right before the Win95 rollout. We had some large suppport backlogs, and we were deluged. But if we didn't put the customer first - it was a career killer. So I'm not really impressed by the StackOverflow off-topic policy. I think that if David is really serious about taking on Goliath, he needs to step up his game. They may be rock start developers but that isn't what makes you successfull.
     
  4. Drakthorian

    Drakthorian
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    To anyone that sees this thread, going ahead I'll be answering questions on the stackexchange site elementaryos.stackexchange.com
    as nobody else seems to care and I am experienced in it, I might as well help out where I can.

    You can also write to jonaselementaryos@gmail.com to get a response from me
     
  5. rainfactor

    rainfactor
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    A lot of questions are not necessarily elementaryOS related but rather generic LInux/Ubuntu, however the ones that are specific are not quite "welcomed". As far as I could read anyways :)

    I understand there are certain limitations as the project is still young and lack a proper structure as far as the support goes but it would be nice to have a stronger community and friendlier .

    It is still an impressive distro and if i was to believe the Internet, is the result of a one man's hard work and for that he deserves a kudos.

    I hope as it becomes more popular and gets more traction, this will change.
     
  6. MattHopper

    MattHopper
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    I agree, the approach to official community support is rather odd pushing folks towards stackexchange... which is not really the place I would point folks given the audience that elementary tends to focus on.
     

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