Issue #1 - Lack of Transparency

Updated 2/17/2018

StackSports does not have a customer-facing ticketing-system. But the only way I can open a support ticket is normally via their tech-support contact form on their website. At time's I've had an employee's email address, and once or twice they have opened a ticket for me.

But once the ticket is opened, I have almost no visibility into its status. I receive no infrequent email updates, except if they close it, I might get an email telling me it closed. Otherwise unless a tech support employee voluntarily reaches out to me and provides a status update, I am completely in the dark. (they don't seem to add customer facing notes, so the info I can see about current tickets really gives me no real idea of whether anyone is really doing anything with it).

This wouldn't be an issue if it seemed they were actually working on and fixing things. But when we've used the product for many months after opening some of these tickets, and literally can see no improvement with the reported bugs/defects, it clearly seems that they are simply not working on these things. I would believe otherwise if they would actually be in communication with me to let me know they are in fact working on the issues, and what it involves (giving some explanation for the delay), or better-yet if they just had a useful customer-facing tech support portal and ticketing system, I would be able to check the status of the ticket myself and hopefully see their notes & progress on it.

With out this kind of communication and transparency, we are left to assume that behind the curtain, they are doing exactly what it appears with these support tickets. Nothing.


Here's an example of one such ticket:

In this case they have actually already told me by email that this cannot be accomplished, and my best option for now is probably just to rename the old fields to something that will help me know not to use them. They also offered to submit this as a feature enhancement request. That was cool, and some of the better customer service I've received from them.

I don't know why the ticket's status doesn't reflect this, now several days later (2/17/2019).


Below is by far the hardest to swallow, because they opened cases but gave me no case numbers until I finally specifically asked for them. But the case numbers as provided do not allow me to check the status. Their ticketing system doesn't have a way for me to type in a ticket/case number to search manually. I can only check a ticket's status if they provide me a long (cryptic) URL that has a super long token (or GUID).

I blocked out the names & email addresses of the StackSports employees. Most of the issues we're having are probably totally out of their hands, so I don't think it would be fair to list their names here. I would hold responsible for all the issues: the company's executive leadership, product managers, software developers and database administrators.