Issue with Support

[matchbx]

What's the best way to go about handling a support ticket when it is not being handled?

I'm suppposed to have a 24 hour response time on my support tickets.  I created a support ticket on Friday @ 9:18 am and I have yet to have any response at all..... even just a "we received your issue and are looking in to it."

Yesterday morning I e-mailed Client Service... haven't heard anything from them.  Yesterday afternoon I called the Sale Department (just to let someone know what my issue was)  I was told that support would be notified and I would have some feedback by the time I came in this morning.  Still nothing......

What's the best way to go about getting this issue resolved?

matchbx

[Vassil Petev]

Hi matchbx,

I am deeply sorry to hear about your problem. My name is Vassil Petev, Client Service Director the Telerik. I will not be able to help you with your issue, as I am in Vegas for the MIX conference, but I decided to write to you and explain the situation.

The truth is that May 1st is Labor Day in Bulgaria and is a national holiday. This is the reason why your question was not replied to. The problem is that you should have been notified of this fact when posting the ticket in our system but it seems that you were not. I will personally check the reason for this.

I see that your issue has been assigned to one of our developers and it will be addressed first thing tomorrow.

Please, excuse us once again for the inconvenience caused.


Yours,
Vassil Petev
Client Service Director
the telerik team

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[matchbx]

Hi Vassil,

Thank you for taking the time to respond and being so candid.  I look forward to hearing from the developer tomorrow.


matchbx

[George Mariakis]

Sorry if I am sticking my nose in here (I mean no offense), but I am totally impressed with Telerik's support and I can vouch for the sincerity of the post by Vassil and I am also impressed with the frankness of the response further reinforcing my beliefs about Telerik. These guys are top notch in every respect especially when it comes to supporting their customers and potential customers. Case in point, I was just investigating using/purchasing from Telerik and I posted a bug issue I was having and I got a reply back in under 4 hours, lightspeed for a non-customer, I was absolutely floored! They had me at 'Hello' with the components and turned me in to a full out groupie with the support. My current client bought a suite from a competitor before I signed on with them and with their paid premier support (~$1100 US) they regularly get responses back like (way later than advertised I might add), "well, why don't you do it this way instead", basically suggesting that they alter the functionality of the app because their grid can't do what they advertise it can. Totally lame. I told them they should have spent the money on the "premier" support on a Telerik license, dump the junk and never look back...Hopefully they have it in the budget for next year to make the switch.

Wishing I was at Mix07 - Respectfully,
George

[Boris Rogge]

I totally agree with what George says.

I keep being impressed by Telerik, both with their products and their support !

boris

[matchbx]

Thanks for the vote of confidence guys...  This was my second support ticket. My first was very positive (had an answer within 20 minutes).  Which is why I couldn't understand why it was taking so long to get a response the second time around.

Telerik,  a suggestion for the future:  Can all of the "holiday's" be posted at the begining of the year... maybe on one of the Client.net pages?

matchbx

[Paul]

Thanks for the suggestion, matchbx. We might add such page on the site. Meanwhile, you may take a look at this page for the complete list of the public holidays in Bulgaria.

All the best,
Paul
the telerik team

Instantly find answers to your questions at the new Telerik Support Center

[Laz]

I have similar issue no body seems to want to help and it is not labour day in the UK. I am really disappointed at Telerik support I was evaluating Telerik reporting, and I have run out of time, the documentation on the website is out of date and the suggested solutions do not work. I am now looking at alternatives. So sad..

[Petya]

Hello Laz,

I'm truly sorry to hear about your disappointment.

Looking at your Telerik account, I can see two support tickets. One was submitted for Telerik Reporting last week and one of my colleagues responded about 10 hours after receipt, and the other one was submitted a couple of hours ago and I followed-up in it just now.  

It is possible that for some technical reason you are not receiving notifications for our messages and/or seeing them under your Telerik account: https://www.telerik.com/account/support-tickets/my-support-tickets. If that is the case, I would appreciate more details about your environment - OS and browser version, the email client you are using, as well as anything else you feel may be relevant.

In case you have submitted your question under a different account, please let me know the email address so I can have a look. It is of top-most importance for us to ensure our customers are successful with our products, so I'll be glad to hear your thoughts on what can be improved in our online documentation, as well as support service.

Looking forward to your reply.

Regards,
Petya Sotirova
Technical Support Manager
Progress Telerik