Does anyone from Lectora development or support team read this forum?
October 14, 2010 12:00 AM
I am curious, I have been involved with the Trivantis forums for a number of years now and I have yet to ever see a Trivantis employee post a reply in any of the forums.
It is a shame that they rely primarily on volunteers to do their support!
I know for fact that my paid support subscription has not benefited me... every incidence resulted in no useful information or followup on unresolved matters. Eventually, I had found solutions on my own or through other experts in the general forum.
My suggestions to Trivantis:
- Employ a support ticket system. I cannot believe Trivantis does not have one!
- Ensure that support staff follow up on unresolved issues (that might actually happen if you had a ticket system)
-- Five business days later and I still have not heard back from support about an issue and Lectora X bug work-around!
-- But don't worry, as usual, I found my own work-around! Thanks anyway!
- We are PAYING to use your support services, act like you value our business!
-- In about 20 calls in the past 12 months, I have NEVER talked to anyone directly. Ever single call resulted in hearing a recording!
-- Every email or message left took nearly or exactly 24 hours to receive a response.
-- Every one of these responses, from Trivantis support, was a single simple and sometimes irrelevant question that did not address my issue. I suspect that these last hour replies are done simply to meet support SLAs.
- On the bright-side, Trivantis support is better than Adobe Captivate's support.... but comparing to the absolute worst is pointless.
- Trivantis should acknowledge the unpaid support provided in this forum.
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