Please Convex Team make the Pro Support team respond Fast!!!!
Hello — I’m following up on pro support ticket opened on sep 16. I subscribed to the Pro plan specifically to get timely help with the issue I described in the Discord thread (link: https://discord.com/channels/1019350475847499849/1416015886246215690). It has been 4 days with no actionable response.
4 Replies
Thanks for posting in <#1088161997662724167>.
Reminder: If you have a Convex Pro account, use the Convex Dashboard to file support tickets.
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- Additionally, you can post your questions in the Convex Community's <#1228095053885476985> channel to receive a response from AI.
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Thank you!
@moderators please respond I've been fighting for this issue for last 1 week in all ways possible to meet convex team to resolve but there was actionable response from the team
please try to help me
The only reply i get is please dont mention mods, which is totally unfair
What exactly is unfair: that you're asked to follow the server rules, or that you're called out when you choose to ignore them (on multiple occasions)?
You've been informed before that mods aren't staff. Our role is to moderate the server, which (ironically) includes calling people out when they break the rules. While we also try to help where we can with issues that people run into when using Convex, we can't do everything, and we certainly can't "make" the Convex support team do anything.
While members of the Convex team do sometimes get involved in these support threads, this channel is for support from the community (hence its name). It certainly isn't the place to air your grievances about issues with the Convex staff or the support tickets you've filed. If you have an issue with the team, bring it to the team, not to this server.
When you filed your support ticket, you should have received an immediate auto-response from
support@convex.dev. If you didn't see that response, try checking your spam/junk folder in case it was misinterpreted by your email client as junk mail. If you don't see anything, then try emailing that address directly and see if you get a response. Again, take it to the team, not here.
Sara was more than patient when trying to help in that original thread, but as Jamie said before locking that thread, this is beyond what can be reasonably expected from community support (and to be painfully clear, Sara was helping as a fellow community member, not as part of her moderator role). Repeatedly expecting server moderators to take action when you ask for dev help is inappropriate and disrespectful. Please take some time to consider this, carefully review and troubleshoot your code, perhaps even start from scratch and see if the problem persists with a fresh repo, and seek help directly from the Convex team through appropriate channels while exercising appropriate patience and courtesy.as much as we all would love to help each other online all day, I do want to reinforce an ugly truth here: 1. convex champions and moderators are volunteers that just do this out of the goodness of their hearts. they have lives and paying jobs and all the other obligations people have, so they need to enforce reasonable limits on their time and attention. 2. convex employees are indeed paid to support convex users, but there are only so many of us. we cannot spend all our time here and neglect meeting our contractual obligations to paying customers in our support queue. I wish it weren't so, but it is.
having said all that, I'm still proud that the convex community is one of the most helpful communities online. but that doesn't guarantee every conversation is driven to the satisfaction of everyone involved.
re: the pro support ticket, I will check with our team on the status of that