Subscription Support Entitlement

9 posts, 0 answers
  1. Trevor Smith
    Trevor Smith avatar
    8 posts
    Member since:
    Oct 2009

    Posted 29 Oct 2015 Link to this post

    What do you have to do to get your subscription support enabled.   I have called emailed and generally moaned but it would appear that despite being a paying customer...   I do not have a support allowance ........   and without one I can't seem to get the issue (not having been given my support allowance) resolved.
  2. Jack
    Admin
    Jack avatar
    2335 posts

    Posted 30 Oct 2015 Link to this post

    Hi Trevor,

    I checked your license, you have purchased the first option here. It costs 399$ and includes a community support via our forums. Adding another 399$ would give you unlimited number of support tickets for 1 year. I will discuss your case with our customers advocates. 

    Regards,
    Jack
    Telerik
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  4. Trevor Smith
    Trevor Smith avatar
    8 posts
    Member since:
    Oct 2009

    Posted 30 Oct 2015 in reply to Jack Link to this post

    Hi Jack

     

    Yes I did not realise because I did not make the purchase, so i did not know there were 2 options.  I just assumed that software would come with support .... mainly because,,, well it generally does and your home page makes big claims about its excellence i.e. its a selling point....  it just did not occur to me that there'd be none.....  also the irony is that I have spent thousands with you, devexpress and others and i have never really taken advantage of support (maybe 6 times over 5 years)......   this is the first time I have felt the need....    However I have been getting support under the remainder of a trial license ... the problem is I have not been overly impressed with it so i am now wary of spending more money on support.....   I am looking at other product libraries

  5. Nikolay
    Admin
    Nikolay avatar
    1803 posts

    Posted 04 Nov 2015 Link to this post

    Hi Trevor,

    Judging by your already submitted support inquiries, I suppose you mean UI for Xamarin.iOS. Apologies for the confusion the lack of support in the lower tier of UI for Xamarin might have caused. Generally speaking, in the products subscriptions where support is included out-of-the-box we explicitly mention this in the top dark blue box of the respective product, like here ("Priority Support") and here ("Unlimited Ticket Support for 1 Year"). While, for UI for Xamarin, support is not mentioned at the top, but it is mentioned just in the features table with a price tag on it. We separated the support from the core product, thus offering a lower price, in an effort to make the product more accessible to customers, rather than offering a single price of $798 for the core product plus support. As you have already noticed, UI for Xamarin (plus support) is available in our DevCraft Ultimate product, so in case you are interested in more than one Telerik product, this would be the best option for you.

    I hope this clarifies the case.

    Regards,
    Nikolay
    Telerik
    Do you want to have your say when we set our development plans? Do you want to know when a feature you care about is added or when a bug fixed? Explore the Telerik Feedback Portal and vote to affect the priority of the items
  6. Trevor Smith
    Trevor Smith avatar
    8 posts
    Member since:
    Oct 2009

    Posted 04 Nov 2015 in reply to Nikolay Link to this post

    Hi Nikolay

    Thank you however I did subscribe to the Ultimate package yesterday ....   and I can see that your support is at least consistent i.e. its no more help when you subscribe...  I have been receiving "can't do" replies consistently in both cases.....    it would appear that Telerik are solution providers who not only cannot provide a solution but can't even suggest one!

  7. Trevor Smith
    Trevor Smith avatar
    8 posts
    Member since:
    Oct 2009

    Posted 04 Nov 2015 in reply to Nikolay Link to this post

    Hi Nikolay

     I am afraid that did not make it any clearer.....  what ever the policy, I ended up with controls that are in their infancy and with no support i.e. at a time when support would most likely be more required because you have not yet implemented "idiot proofing" .   By the time I realised, I had committed to them to such an extent that I was left with no choice but to "buy in".  There is no going back now.  Therefore I find myself committed to a product that is, in my opinion not intuitive (I would remind you that prior to this product I have only made some half a dozen support calls across all the component vendors I use over a 15 yr period) and with support that is not that enthused about solution provision.

     

    An example of not intuitive ....  the TKCalendar ... you can effect the individual cells ... e.g. set the colour of the selected cell....   one would think that if you set the selected cell to a colour it would logically follow that you don't want the non selected cells to be that colour ....  i.e. the control would manage the colour of cells not meeting the condition i.e. reset them to the default.... However that is not the case you have to set the non selected cells to a colour....   otherwise the previously selected cell remains the selected cell colour...   the result is that the implied condition is not met.  Maybe its just me, but if there is an obvious implicit condition I try to cater for it.   Otherwise car dealers would deliver your car in a box of loose parts and let you build it yourself ......   the "ready assembled" part of the deal is implicit.   If all the solution providers provided solutions that amounted to "do it yourself" we'd not need solution providers :-)  Sorry Nikolay

  8. Nikolay
    Admin
    Nikolay avatar
    1803 posts

    Posted 06 Nov 2015 Link to this post

    Hello Trevor,

    I am sorry to hear about that overall experience.

    I believe we come to an agreement regarding the AutoCompleteTextView (in your support ticket) that it is currently in Beta, with some unfinished features and API, which makes what you require from it not possible at the moment.

    As to the TKCalendar, indeed this programming behavior and API may not be easy to grasp at first, but actually they provide better control behavior and better programming experience at the end. If we are to reset the color that you set to the cell when it gets out of a condition, this would mean: 1. A slower Calendar because we are always resetting values even if not needed; 2. If a cell should meet several conditions, resetting the values on our side will lead to more complex conditions that you have to program yourself. Tsvetan has already explained the reasons behind this architecture in the support ticket that you have opened for TKCalendar styling.

    Despite the kind of steep learning curve you have come across, I believe that our components will serve you well in your further development.

    Regards,
    Nikolay
    Telerik
    Do you want to have your say when we set our development plans? Do you want to know when a feature you care about is added or when a bug fixed? Explore the Telerik Feedback Portal and vote to affect the priority of the items
  9. Trevor Smith
    Trevor Smith avatar
    8 posts
    Member since:
    Oct 2009

    Posted 06 Nov 2015 in reply to Nikolay Link to this post

    Hi Nikolay

     Thanks for your response .. Nikolay whilst I am not the best programmer in the world by a long shot, I do have some 30 yrs experience... The learning curve is no more steep then that of the learning to fly a plane with no wings.

    I think you covered it when you said (to the effect of) the components are still in their infancy ....   in my opinion, and i have years (15) of experience with Devexpress, these controls cross the line between learning and incomplete..   i.e. to a point it is about learning ....  but how much learning is required to fly a plane with no wings.

    The calendar issue is solvable by each cell retaining a ref to the default / last colour (background) but only when it has changed from the default (save memory).  

    I hear what you are saying and to a degree I am sympathetic but I am not happy that one of the least stable of your offerings comes with no support unless extra is paid and having done so (i licensed the ultimate package) i find there is no support because the issues are simply "we've not done the wings yet"...  which sort of means I paid extra to find out that the plane can't fly no matter the learning curve ....   as a consequence I found myself with a whole bunch of controls that i will never use and still no solution ...except for my own ... which is working ... so i have requested a refund of the ultimate license .

     But now that I know not to expect too much ...  due to the embryonic stage of the components development ...  I will be fine.

     Many thanks

     

    Trevor

     

     

  10. Nikolay
    Admin
    Nikolay avatar
    1803 posts

    Posted 09 Nov 2015 Link to this post

    Hi Trevor,

    I understand your position. I just want to clarify that it is the AutoCompleteTextView only that is in Beta and this status is officially declared at the appropriate product pages. I am saying this in an effort to differentiate that control from the rest of the suite, as somebody may take the wrong conclusions when the general "the controls are in their infancy" statement is read. I believe that the statement with the wings is about the same component as well, but this is why we mark a component as Beta after all - to appoint that it is still not ready for the big scene and you can test it at your discretion and provide constructive feedback if you want to.

    Because it seems to be the case where our messages where not clear and lead to confusion and misunderstanding, I was going to suggest a refund as well, so my colleagues will process your request.

    Regards,
    Nikolay
    Telerik
    Do you want to have your say when we set our development plans? Do you want to know when a feature you care about is added or when a bug fixed? Explore the Telerik Feedback Portal and vote to affect the priority of the items
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