Forum Rocket Languages - please respond!

Rocket Languages - please respond!

Dalibor-S

Dalibor-S

Hello RL, I wrote to you using my Rocket French account and Rocket Languages web several times, for example about my problems playing audio clips on my Rocket French account and also some other minor issues, you never responded. I also asked for a refund several days ago and again there was no response - this is not what I would call a good customer support, what do I have to do to get your attention?
Jeremy V

Jeremy V

just give them a little longer im sure they will help you. you have to take into consideration that rocket languages is not a big company and it has alot of users.
Dalibor-S

Dalibor-S

Seriously? So what is their response time, 2 weeks? 3 weeks? This is ridiculous, even for a small company.
Byron-K21

Byron-K21

I think Dalibor has a valid complaint, and despite the small staff, perhaps something could be done to prioritize issues. I've generally gotten good response, sometimes the next day, but other times after a couple of weeks. If it's a minor point about grammar or construction, I don't really care as it can wait. However, with a more serious problem like not being able to play audio, one would want and expect a more timely response. So, I would respectfully suggest to Jason, the CEO, this is an "opportunity" for improvement.
toru e

toru e

I have noticed that none of the errors I've submitted over the past two weeks for Rocket French have been fixed (some, very simple, which would normally take a day to fix). From what I've gathered from past experience, their feedback/contact inquiries go through a manual sorting process (for sales, content problems, etc) to get to the right department, and this seems to be the part that hasn't been happening lately.
Dalibor-S

Dalibor-S

I am quite new here. I bought a product which I think is quite good, not great as I found out, still very helpful. I run into trouble and I was expecting some official reaction from the support. I work in a business where fast response to e-mails is crucial for my success and I expect more or less the same. And frankly I do not care if RL is a small or big company - they are selling products globally and should be able to respond within several days, not weeks.
jason-oxenham-ceo

jason-oxenham-ceo

<p>Hi all - Firstly, I apologize for delays in email responses we have been having. We aim to turn email correspondence around in 2-3 business days.&nbsp; As previously mentioned we are a small company and having just one support staff member away can create headaches, which has happened in the last 7 days or so. We are bringing new support staff onboard but the training required is in-depth and time consuming, so it's not a quick fix to give people good answers to their questions. Also, often we have issues with emails ending up in spam folders, particularly with aol and gmail accounts. Feel free to email me direct jason @ rocketlanguages.com.</p><p>Byron - Valid comments as usual! One thing I would say about audio issues is that often they are to do with one members particular device/ISP set up and cannot be replicated in-house. Unless 2 or more people report the same issue it is difficult to track down the cause. <br></p>
Byron-K21

Byron-K21

Thanks for the response Jason. One further suggestion. I've done technical support at one time or another in my career and I know the difficulty with particular devices or configurations that are not easily reproducible. However, I also learned that it is important to give feedback as quickly as possible even if all you can say is you are working on the problem but haven't been able to reproduce it yet. I learned that the hard way many years ago after getting bad marks from a client when, in fact, I was working my butt off to fix their problems, but was failing to keep them updated. regards, Byron
jason-oxenham-ceo

jason-oxenham-ceo

<p>Hi Byron - Good points. I will endeavor to make that happen!<br></p>
Jeremy V

Jeremy V

thanks Jason.
jonnybegood

jonnybegood

I don't know what constitutes a large or small company, but as far as I'm concerned RL does a great job, and although I've only had one slight hiccup communications were really good . So RL has my vote of confidence
Alan-R-G

Alan-R-G

I've noticed that when you play a sound or word it repeats sometimes even though I go to the next item. But, overall RL has done a good job!
ricardo-rich

ricardo-rich

Hola RS, As of late I am no longer receiving an Email when a topic is updated on the forum. Yes, the box is checked and no there is no change in my Email account. Thanks, Rich
Byron-K21

Byron-K21

I've noticed the repeating thing too. When you record and play your response, the first couple of words of the tutor phrase repeat. This is in the Know testing section.
jason-oxenham-ceo

jason-oxenham-ceo

<p>Hi Alan/Byron - We can't seem to replicate this at our end. Can you please contact customer support with as much extra detail about this as you can. E.g. has it always been like this, is it all phrases, browser, etc.</p><p>Hi Rich - Have you checked your junk folder? If you still can't find it then I would recommend getting in touch with customer support.<br></p>
ceo-s-son-of-fbi

ceo-s-son-of-fbi

hello Jason nice Italian section its helping me a lot thx u
ricardo-rich

ricardo-rich

Hi Jason, Thanks for your reply. Yes I checked the junk and I have contacted support. They have been wonderful in the past and it will get worked out I'm sure. Rich
Alan-R-G

Alan-R-G

I really got a lot out of RL Chinese and Arabic. Having a hard time with Japanese though. Any ideas why?
jason-oxenham-ceo

jason-oxenham-ceo

<p>Hi Alan - What particular aspects of Japanese are you having issues with?<br></p>
Alan-R-G

Alan-R-G

I find that keeping the phrases and sentence straight are difficult. Also, remembering the vocabulary. As I said I found Chinese a piece of cake but not the Japanese.
jason-oxenham-ceo

jason-oxenham-ceo

<p>Hi Alan - I am not quite sure what you mean by "keeping them straight". Perhaps with Japanese its going to take a bit more time to get that breakthrough.<br></p>

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