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Problems with a Suport Ticket opened more than a month ago

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Ivo
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Ivo asked on 27 Apr 2010, 09:12 PM
Good evening,

I opened a support ticket in March, the first replies and the initial comunication with the support team was very prompt, however once the support team identified the erroneous behaviour, I was asked to give them some time to finda a solution... this was in the 24th of March.

There is no way for me to add any comments to the trouble ticket, my only option is to mark it as resolved.

Is this the normal level of support offered by Telerik or am I just an unfortunate soul... I have my manager on constantly asking for an update on the situation, and I have nothing to tell, nor any way to request a status.

The components are brilliant, but this support does not (in this case anyway) match up to the expected standard.

This is my cry out for help, and, maybe, a warning to any future customers whom might need to open a support ticket and what they might expect.

Ivo Valente.

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Yana
Telerik team
answered on 03 May 2010, 08:53 AM
Hi Ivo,

Please accept my sincere apologies for the delayed response time. I want to assure you that we are addressing customer inquiries with top priority and this is one of the rare occasions where we have failed to meet the promised response time. We will do our best to regain your confidence in our support services and will look into all your future inquiries with highest diligence.

Regarding the issue in your project  - when we debugged the pages, we found that there's some problem with the viewstate, even if you place a simple button in the UserAssignedTicketListingsByType user control (where is also the tabstrip), you'll notice that its OnClick event will not be fired the first time. We found that the reason for this is the way you add these user controls to the page, their ID should be set after they're loaded, also you don't need to create them with "new" when you use LoadControl method.

I've attached your modified project which works as expected now, please download it and give it a try.

Sincerely yours,
Veselin Vasilev
Technical Support Director
the Telerik team

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Ivo
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answered on 03 May 2010, 11:00 PM
Good evening,

Thankyou for your response, I confirm the issue is now resolved.

I only resorted to post here in the public forum this situation because your ticketing system has no mecanism to post new comments once the ticket is on your side, I feel this type of  feature could be useful and you should consider it.

I must say that I have regainned confidence on your hability to support your customers. Thanks for the prompt reply.

Should you feel that this post should be deleted, I have no objection to that.

Thankyou,
Ivo
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Veselin Vasilev
Telerik team
answered on 04 May 2010, 08:13 AM
Hello Ivo,

I am glad to hear that your problem is solved now.
As for your inability to add additional replies to the support tickets - that is because you are not added as a licensed developer on our site. I suppose you are the purchaser of the products, but the licensed developer is another person and that is why only he can open support tickets and add replies.

Hope this helps.

Let us know if you have any additional questions.

All the best,
Veselin Vasilev
the Telerik team

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 Public Issue Tracking system and vote to affect the priority of the items.
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Yana
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Ivo
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Veselin Vasilev
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