I need help - I can help - does anyone answer support tickets?

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does anyone answer support tickets?

Printed From: Debenu Quick PDF Library - PDF SDK Community Forum
Category: For Users of the Library
Forum Name: I need help - I can help
Forum Description: Problems and solutions while programming with the Debenu Quick PDF Library and Debenu PDF Viewer SDK
URL: http://www.quickpdf.org/forum/forum_posts.asp?TID=3322
Printed Date: 08 May 24 at 1:12AM
Software Version: Web Wiz Forums 11.01 - http://www.webwizforums.com

Topic: does anyone answer support tickets?

Posted By: rossgarner
Subject: does anyone answer support tickets?
Date 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

Replies:

Posted By: Ingo
Date 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

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Cheers,
Ingo

Posted By: -EG-
Date 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...

Posted By: Ingo
Date 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

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Cheers,
Ingo

Posted By: -EG-
Date 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.

Posted By: Ingo
Date 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 ;-)

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Cheers,
Ingo

Posted By: rweetch
Date 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.

Posted By: ukobsa
Date 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

Posted By: ben21
Date 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.