smithew

Is it just me or has anyone else experienced the non-existing support that software assurance customers don't get.

We have struggled for 6 months now to get SI5 up and running and our efforts to get a resolution have fallen on deaf ears..

and a D-Tools pen and notepad somehow doesn't cut it


poor show indeed

Ewan Smith - MD
Intelligent Home Systems Ltd.

kevink

I've been a D-tools user for just about a year. I don't have a D-tools pen and notepad.

I do know that when I call support, I typically have to leave a message with my name, company, phone and brief description of problem.

I can only remember one case where I did not get a call back the same day (typically within 2 hours if my memory serves me correctly).

What kind of support are you looking for?

smithew

Yes I remember getting great support several years back on the rare occasion when we couldn't get it working ourselves but since SI5 it has been a bunch of crap.

How about:

Install errors - no answer
Inability to migrate package data - no answer
Unable to get LANsync working yet ok on V4 - no answer
Unable to use business manager - no answer

This not for want of trying and so we stick with V4 while calls to support fall on deaf ears...

kevink

Originally Posted by smithew

Install errors - no answer

I did have a few, but I managed through it and it works now.

Originally Posted by smithew

Inability to migrate package data - no answer

Can't speak of those, only used Si4 for a few months before stepping into SI5.

Originally Posted by smithew

Unable to get LANsync working yet ok on V4 - no answer

I have LANsync working, and I know of a few other people who also have it functional. Again, not sure of your exact errors.

Originally Posted by smithew

Unable to use business manager - no answer

I did have a problem with Quicklinks just last week... Called tech support.. they took my info. Maybe an hour later I got a call and was walked through the fix over the phone. Again, not sure of your exact issue you are having.


I don't work for D-tools, nor do I put Si5 under continuous stress (ie.. lots of jobs, a number of sales & work orders, multiple people connected via LANsync), so my "success" may not be what anyone else experienced.

To me, support has been good. I can't complain.