Issue with Support

7 posts, 0 answers
  1. matchbx
    matchbx avatar
    61 posts
    Member since:
    Feb 2007

    Posted 01 May 2007 Link to this post

    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
  2. Vassil Petev
    Admin
    Vassil Petev avatar
    1765 posts

    Posted 01 May 2007 Link to this post

    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

    Instantly find answers to your questions at the new Telerik Support Center
  3. matchbx
    matchbx avatar
    61 posts
    Member since:
    Feb 2007

    Posted 01 May 2007 Link to this post

    Hi Vassil,

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


    matchbx
  4. George Mariakis
    George Mariakis avatar
    7 posts
    Member since:
    Dec 2005

    Posted 01 May 2007 Link to this post

    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
  5. Boris Rogge
    Boris Rogge avatar
    30 posts
    Member since:
    Mar 2006

    Posted 02 May 2007 Link to this post

    I totally agree with what George says.

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

    boris
  6. matchbx
    matchbx avatar
    61 posts
    Member since:
    Feb 2007

    Posted 02 May 2007 Link to this post

    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
  7. Paul
    Admin
    Paul avatar
    4281 posts

    Posted 02 May 2007 Link to this post

    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
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