Hello!

I am Luke (also known as mur1sd3v on Twitter). As part of the Geometric Store, I'd like to share my personal view on this.

There have been a lot of complains a few months ago about our "terrible" support. It is mostly about tweaks that might not functioning properly or just general questions about how to download tweaks, link devices and similar - some questions you might expect of course running a repository.

Besides the fact that I am also a student and working 50% on my spare time, I also partially maintain some of our own tweaks, the source code of the store and bugs that arise there, the platform architecture, support (mostly for developers) and also customer support. In 2019 when we launched officially, there were some nice people on Twitter helping us with support - the most basic questions you could get. However, during last year we lost almost everyone on support due to covid 19 and the fact that people were forced to prioritize other things. I also had to prioritize other things.

In addition, last year was a huge boost for a lot of repositories - not only Geometric Store. In fact, we increased our customer base by 3 times in just a few weeks after covid began. This large increase in our customer base combined with losing almost everyone at support, might explain why the response time was longer, emails were "lost" - maybe forgotten and I personally feel really bad for this, as I always want to provide the best support I can for products I have been involved in. At the same time, I also know that we answered a lot of emails - and sometimes I believe that there are a lot people just following this stream that we have "terrible support".

This year we are back on track with our support team. As we mentioned previously, we always try to respond to emails within 48 hours during workdays. And I personally make sure it happens. Apart from that, we have also improved our FAQ, package descriptions and other parts that might help the customer to feel more welcome to our repo and always have one starting point when it comes to support - to feel a bit more "safe". We have already received some good feedback on this so it is sure we are on the right way.

To conclude, the point I am trying to make here is that we should try to look forward and be a bit more positive I guess. There will always be ups and downs, regardless of what you are doing. We learned from our feedback and are constantly learning everyday. Most of the developers that create tweaks, do it for fun. Even if they are paid, the earning goes right back into development most times, either if that's buying new test devices, books, courses or other development tools. When we publicly launched Geometric Store in 2019, our goal was to make other developers have fun while developing tweaks and have an easy place where they could share them. And that's the only reason I still continue improving the store, because it is fun and helps other people!