Is it possible that brave doesn't have some real support like chat

Browser Support
5

@Dragana,
Thank you, we appreciate all feedback – both positive and negative :slight_smile:
Some food for though, if I may:

  • Regarding unanswered Community questions:
    I know that it can be frustrating to have to wait to receive support. That is precisely why we leverage this Community, rather than 1 on 1 chat/email support. Direct support of that nature is…well, it’s direct – only one user and one [agent] troubleshooting / diagnosing issues.

    When that user’s support request is solved (or a confirmed but to be logged), the support “ends” and any knowledge gained remains between [user] and [agent]. That’s great for that one user, but why restrict it to one user? Why not troubleshoot alongside other users who may be encountering the same issue? They may have

    • Valuable data to help rule out possible causes or point to the correct ones.
    • Have already found the solution to the issue on their own - or have already reported it.
    • Have a workaround or temporary fix in the interim between the time it takes find the root of any issue and push a fix.

    There are many great examples in this Community alone that show the effectiveness of collaboration between users and team members:

    Additionally, once an issue is solved, it remains public and indexed for the benefit of other users. Remember that Brave is an open source project, allowing anyone with the knowledge and desire to develop and contribute to the project; the same goes for our support. We have many active Community members of all skill levels helping other users, as well as triaging and highlighting particular issues for Brave team members. Check the Community’s list of users and and feel free to reach out or ping (use “@[username”) them for assistance – this is a very helpful Community!

  • Regarding lack of support and site comparison:

    • […]sites like aliexpress have way better support, and I don’t mean they are bad, I mean that people expect less from sites like aliexpress, than something like Brave, because you advertise yourself like something that is “New Internet”

    This is a false equivalence for several reasons, namely:

    • Aliexpress is an e-commerce website, not a software development company. There are different needs/requirements for support between these and other sites, companies or products.
    • You state that “people expect less” from sites like that – which if that’s the case there should be data somewhere that shows this (I looked but couldn’t find anything solid).
    • Aliexpress has an Alexa rank of 34 (at the time of writing this). For comparison, the brave.com domain has a rank of ~11,171. Maybe we’ll get there someday, but right now, Aliexpress, better have some really good support with that much traffic, as well as the staff to provide it. Speaking of which…
    • Brave is has a very small staff of ~100 folks in the company – and an even smaller slice of that pie are developers. Every single member of this staff is working extremely hard to make Brave the best browser it can be. Everyone on the team is stretched very thin, but everyone on the team loves the work :slight_smile:
    • As a last consideration, in the last month, posts per day on Community alone have ranged between 252 and 67 with an average ~180. Note that [with the same staff] in addition to Community, we also provide support on:

Given the rapid increase growth (thank you all! :tada:) and all of the above considerations, we truly appreciate your patience with us as our team and browser grow to adapt to these new challenges.

I apologize that you had to wait a day for someone to answer your question. I will personally take a look and address it right now.

Thank you again for your feedback.

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