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Newbie
Group: Forum Members
Last Login: 5/1/2008 9:40:35 PM
Posts: 8,
Visits: 14
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| Sorry guys ... i don't wana post a flaming thread about the Reallusion support system ... but it's from fare the worse support I ever saw. Not that they are not helpful ... they are full of good intentions ... not that they don't know what they are talking about ... they’re freaking geniuses ... What I am complaining about is the delay. I started a ticket the 4/22/2008 2:53:39 PM and got the first reply the 4/27/2008 10:39:21 PM ... ever since it's one reply per day ... and since this is a trial error issue it's probably gonna take weeks ... It's horrible. All I am asking is a dedicated support team that can work 24h/7 in providing support from a live chat system or a faster support with tickets (like a reply in an hour or so). That would be 100% more effective then 5 days before the first reply then 1 message per day for 30 days ... It's a freaking none sense ... There’s plenty of good chat support scripts out there ... I am sure resources full like they are they can find something they can use and modify ... It's obviously Reallusion's week point and I truly hope they will do everything they can to offer better help to the people that actually make them live. It's not a way to treat clients...
Like I said, I don't wana start a flaming post so if you’re having a bad experience as well, keep that to your self. But if you have an idea that could help them on this weakness, feel free to share it.
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Tutor
Group: Moderators
Last Login: Today @ 5:39:26 PM
Posts: 1,311,
Visits: 2,294
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| Hi, I'm sorry to hear you are unhappy with the support you have been given. You are right that 5 days is a long time to wait but you were getting replies to your original post during this time on the forum. You maybe did not see my reply to your message or those from support who were offering guidance and help there. http://forum.reallusion.com/Topic4399-13-1.aspx If you still have outstanding problems please check the thread above and follow the advice given by support. You can also contact them again via the support form if you need to. http://www.reallusion.com/CustomerSupport/User/QForm.aspx Please accept our apologies for the delay and any inconvenience this has caused you. Pete
Peter Edwards
Forum Moderator iClone Daily Blog
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Newbie
Group: Forum Members
Last Login: 5/1/2008 9:40:35 PM
Posts: 8,
Visits: 14
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No bro it's about Iclone
It's been 2 days now since there last reply ... topic started the 22. That’s freaking annoying ... 10 days later and the problem is not even close to be solved ...
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Tutor
Group: Moderators
Last Login: Today @ 5:39:26 PM
Posts: 1,311,
Visits: 2,294
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| Hi, Thanks for clearing up the support issue. I'll contact support and see if I can get an update on the situation for you. In the meantime if you can supply any other information that may help support resolve this please do so. Things such as screenshots of any error messages, full description of workflow at the time the problem occurs. The more information you can supply the better. NOTE: I removed your support link for your security. Best not to have private correspondence displaying on a public forum. Again apologies for the delay. I really hope this can be sorted out soon for you.
Peter Edwards
Forum Moderator iClone Daily Blog
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Newbie
Group: Forum Members
Last Login: 5/1/2008 9:40:35 PM
Posts: 8,
Visits: 14
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| Let’s hope it makes a difference... But I hope Reallusion takes more time in building a better support system.
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