does anyone answer support tickets?

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Topic: does anyone answer support tickets?
Posted: 09 May 16 at 12:22PM

hi
I have sent a support ticket Case #26612 , but no response

resent ticket, and left phone message, still no response

does anyone answer support tickets?

ross

Ingo

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Posted: 09 May 16 at 7:29PM

Hi Ross,

they will ... but actually it's not a good time 'cause there's a main restructuring regarding Debenu and future focus on the pdf market. That affects all leaders of Debenu ... they have additional mastermind tasks at Foxit now (you didn't read the relevant press releases?).

This all will stir up some dust and bring some unrest in the daily business but i think in the end "our" QuickPDF will win regarding the near Foxit ;-)

Cheers and welcome here,

Ingo

Cheers,
Ingo

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Posted: 18 Jul 16 at 8:35AM

Hi ross,
had you any answer from tech supports?

In latest months no one reply to my request regarding tickets progress...

Ingo

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Posted: 18 Jul 16 at 5:54PM

Hi EG, hi Ross,

first you shouldn't forget that you're using a really low cost library with a very large bunch of functionalities.

The other thing is that there will be some changes at Debenu in the near future and this could lead to temporary less support:

http://www.quickpdf.org/forum/forum_posts.asp?TID=3322&KW=Foxit+Debenu&PID=13238&title=does-anyone-answer-support-tickets#13238

Cheers,
Ingo

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Posted: 19 Jul 16 at 8:28AM

Hi Ingo,
In past I opened lot of tickets for bugs or to ask new functionalities and Debenu gave great support in every single case.
In last year, in my case, technical support is disappeared, generic answers or no answer at all.
And I'm talking about two regression bugs signaled a year ago.
Honestly we are quite worried because it doesn't metter if Debenu is or isn't a low cost library;
there is no business for our application if we cannot rely on support.

Edited by -EG- - 19 Jul 16 at 8:47AM

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Posted: 19 Jul 16 at 9:49PM

... as a customer i'm always saying "i'll get what i've paid for" ;-)

About the reasons i've written enough.

It has to do with Debenu/Foxit and the deceased support team leader.

Such a large library can't be bug-free.

Myself i've found bugs too but 'till now i'm always able to find some usefull workarounds for me ;-)

Cheers,
Ingo

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Posted: 31 Aug 16 at 11:26AM

I just wanted to express some general concerns.

Support certainly isn't what it used to be. It seems that anything sent to support just gets nothing but an automated response for a very long time and I notice that the advert at the top of the forum is still for upgrading to version 12.

While I agree with the comments from Ingo, I have invested a lot in this library both in terms of money and time. The support levels we used to receive from Debenu was a major reason that I invested so heavily in the library and also was always recommending it to other developers.

I try most things before resorting to emailing support and it would be appreciated to receive some more timely support from FoxIt- I'm not asking for the 24 hour response we used to get.

I think it would be professional if FoxIt issued a statement as to what we can expect in terms of support going forward (managing expectations removes a lot of angst) and the future of the product. From the emails I receive there seems to be a push to move me onto a FoxIt product.

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Posted: 07 Oct 16 at 3:14PM

Hi all,

seems they stop to respond to running tickets as well :-( I asked for a status update of a ticket I opened in february where they promised to inform me when it's handled. But no answer from them. Are Pál or Rowan still working for Debenu/Foxit?

Really trustworthy ...

best regards,
Ulrich

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Posted: 17 Oct 16 at 3:24PM

When I was strongly eager to get an answer months ago, I sent an inquiry from a different email address and with my colleague’s name. Then I got an answer immediately. Maybe I was regarded as a new customer.

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rossgarner Members Profile Find Members Posts Beginner Joined: 09 May 16 Status: Offline Points: 2	Post Options Post Reply Quote rossgarner Report Post Thanks(0) Quote Reply Topic: does anyone answer support tickets? Posted: 09 May 16 at 12:22PM
	hi I have sent a support ticket Case #26612 , but no response resent ticket, and left phone message, still no response does anyone answer support tickets? ross

Ingo Members Profile Find Members Posts Moderator Group Joined: 29 Oct 05 Status: Offline Points: 3524	Post Options Post Reply Quote Ingo Report Post Thanks(1) Quote Reply Posted: 09 May 16 at 7:29PM
	Hi Ross, they will ... but actually it's not a good time 'cause there's a main restructuring regarding Debenu and future focus on the pdf market. That affects all leaders of Debenu ... they have additional mastermind tasks at Foxit now (you didn't read the relevant press releases?). This all will stir up some dust and bring some unrest in the daily business but i think in the end "our" QuickPDF will win regarding the near Foxit ;-) Cheers and welcome here, Ingo
	Cheers, Ingo

-EG- Members Profile Find Members Posts Beginner Joined: 15 Jul 16 Status: Offline Points: 5	Post Options Post Reply Quote -EG- Report Post Thanks(0) Quote Reply Posted: 18 Jul 16 at 8:35AM
	Hi ross, had you any answer from tech supports? In latest months no one reply to my request regarding tickets progress...

Ingo Members Profile Find Members Posts Moderator Group Joined: 29 Oct 05 Status: Offline Points: 3524	Post Options Post Reply Quote Ingo Report Post Thanks(0) Quote Reply Posted: 18 Jul 16 at 5:54PM
	Hi EG, hi Ross, first you shouldn't forget that you're using a really low cost library with a very large bunch of functionalities. The other thing is that there will be some changes at Debenu in the near future and this could lead to temporary less support: http://www.quickpdf.org/forum/forum_posts.asp?TID=3322&KW=Foxit+Debenu&PID=13238&title=does-anyone-answer-support-tickets#13238
	Cheers, Ingo

-EG- Members Profile Find Members Posts Beginner Joined: 15 Jul 16 Status: Offline Points: 5	Post Options Post Reply Quote -EG- Report Post Thanks(0) Quote Reply Posted: 19 Jul 16 at 8:28AM
	Hi Ingo, In past I opened lot of tickets for bugs or to ask new functionalities and Debenu gave great support in every single case. In last year, in my case, technical support is disappeared, generic answers or no answer at all. And I'm talking about two regression bugs signaled a year ago. Honestly we are quite worried because it doesn't metter if Debenu is or isn't a low cost library; there is no business for our application if we cannot rely on support. Edited by -EG- - 19 Jul 16 at 8:47AM

Ingo Members Profile Find Members Posts Moderator Group Joined: 29 Oct 05 Status: Offline Points: 3524	Post Options Post Reply Quote Ingo Report Post Thanks(0) Quote Reply Posted: 19 Jul 16 at 9:49PM
	... as a customer i'm always saying "i'll get what i've paid for" ;-) About the reasons i've written enough. It has to do with Debenu/Foxit and the deceased support team leader. Such a large library can't be bug-free. Myself i've found bugs too but 'till now i'm always able to find some usefull workarounds for me ;-)
	Cheers, Ingo

rweetch Members Profile Find Members Posts Senior Member Joined: 22 Feb 11 Status: Offline Points: 173	Post Options Post Reply Quote rweetch Report Post Thanks(0) Quote Reply Posted: 31 Aug 16 at 11:26AM
	I just wanted to express some general concerns. Support certainly isn't what it used to be. It seems that anything sent to support just gets nothing but an automated response for a very long time and I notice that the advert at the top of the forum is still for upgrading to version 12. While I agree with the comments from Ingo, I have invested a lot in this library both in terms of money and time. The support levels we used to receive from Debenu was a major reason that I invested so heavily in the library and also was always recommending it to other developers. I try most things before resorting to emailing support and it would be appreciated to receive some more timely support from FoxIt- I'm not asking for the 24 hour response we used to get. I think it would be professional if FoxIt issued a statement as to what we can expect in terms of support going forward (managing expectations removes a lot of angst) and the future of the product. From the emails I receive there seems to be a push to move me onto a FoxIt product.

ukobsa Members Profile Find Members Posts Senior Member Joined: 29 May 06 Location: Germany Status: Offline Points: 115	Post Options Post Reply Quote ukobsa Report Post Thanks(0) Quote Reply Posted: 07 Oct 16 at 3:14PM
	Hi all, seems they stop to respond to running tickets as well :-( I asked for a status update of a ticket I opened in february where they promised to inform me when it's handled. But no answer from them. Are Pál or Rowan still working for Debenu/Foxit? Really trustworthy ... best regards, Ulrich

ben21 Members Profile Find Members Posts Beginner Joined: 17 Oct 16 Status: Offline Points: 1	Post Options Post Reply Quote ben21 Report Post Thanks(0) Quote Reply Posted: 17 Oct 16 at 3:24PM
	When I was strongly eager to get an answer months ago, I sent an inquiry from a different email address and with my colleague’s name. Then I got an answer immediately. Maybe I was regarded as a new customer.