Anyone else find that Xara's support is the WORST?

Webstyle was great on 98 and win2k. Since I went to XP I can't use it any more - lots of fonts, including of the one I use for all my website titles (sanlite) cause the software to crash. If they need to put out a patch, fine - do it. At least acknowledge the problem. BUT I've been contacting support since Nov 1 - not even a single response. What did I fork out nearly $100 for? If they were a 'brick & morter' store I'd have been about to get a refund. This rots.

Webstyle was great on 98 and win2k. Since I went to XP I can't use it any more - lots of fonts, including of the one I use for all my website titles (sanlite) cause the software to crash. If they need to put out a patch, fine - do it. At least acknowledge the problem. BUT I've been contacting support since Nov 1 - not even a single response. What did I fork out nearly $100 for? If they were a 'brick & morter' store I'd have been about to get a refund. This rots.

that sux the big one!!

I use XP Pro with no problem there, in fact XaraX used to run like crap for me on Win98 and was only slightly better on Win2000 Pro. On XP Pro it's not perfect but it runs very well. Not into WebStyle but I did have some issues with their newer software release: MenuMaker (thank god it was only $19.00 for the download).

Xara Ltd. has not had a stellar record of taking care of tech support needs as most anyone in here that has contacted them in the past can attest too. That's what we are for but unfortunately I don't know anyone that uses WebStyle. Perhaps someone will come around and be more helpful to you.

Sorry I couldn't of more help! http://www.talkgraphics.com/images/smilies/frown.gif

Richard http://www.talkgraphics.com/images/smilies/wink.gif

---Wolff On The Prowl---

Hi
I use xara X, 3d a little and Webstyle not at all though I have it, courtesy of a freebie on a magazine.
Using Windows XP pro I have never had a single problem with xara software but there again i didn't have any problems with 95 or 98SE either. Perhaps I'm just lucky.
Contacting Xara though is best done in the dark, with a group of people sitting in a circle touching hands.
I would suggest an OS problem rather than a Xara one though in this instance.

derek

Hi BJ,
Use Webstyle on XP and do not have any probs. Try doing a "Add or Remove Progs" and wipe it out, then do a reinstall. I know this sounds silly but make sure the font is properly installed by trying out in another programme?

I have tried many times to E-mail xara and they have only replied once. Thank goodness I live in Britain as they answer the good old fashion phone.

http://www.talkgraphics.com/images/smilies/biggrin.gif

OMG!! http://www.talkgraphics.com/images/smilies/biggrin.gif http://www.talkgraphics.com/images/smilies/biggrin.gif http://www.talkgraphics.com/images/smilies/biggrin.gif http://www.talkgraphics.com/images/smilies/biggrin.gif

Richard http://www.talkgraphics.com/images/smilies/wink.gif

---Wolff On The Prowl---

Used Xara since Studio days, Win 3.1. Win95, Win98, now XP Pro, had no problems with the program at any time.
Agood stable system will run it no matter what you do in Xara and never gives trouble.
Have a look around and see what else is running,
Xara seems to like to run on ite own.

In a month of attempts to contact Xara about WebStyle 3 issues I have received one response (2 weeks) from tech support but no follow up. So the response was essentially worthless.

I now know that Xara was not responsible for one of the issues but I am torn about purchasing Xara X for some projects that are looming on the horizon. I am confident that memebers here can help me through about any problem (except that little issue with hygene of course LOL)

Good luck!

I wrote Nova Fisher - the Communications Director at Xara - about this thread, and she was truly horrifed to hear about this case of non-responsive non-support. She promised to kick some Xara-butt tomorrow!

You see how the world works now? You gripe in this forum, some sweet guy (like humble, li'l me) will kick Xara's butt directly, and they will then kick themselves. :-)

K
www.graphics.com (columnist)
www.xaraxone.com/FeaturedArt/kn/
www.klausnordby.com/xara

... in contact with Xara Ltd. a number of times about different things and have had nothing but fast, courteous and extensive replies.

Blind luck then, I guess?!

Risto

risto@ristoklint.com

Visit my web site!

who could NOT want to talk to ya! http://www.talkgraphics.com/images/smilies/biggrin.gif

(gotta get used to this having my name included in my sig! I keep doubling up, how droll!) http://www.talkgraphics.com/images/smilies/rolleyes.gif http://www.talkgraphics.com/images/smilies/biggrin.gif

Richard http://www.talkgraphics.com/images/smilies/wink.gif

---Wolff On The Prowl---

Please accept our apologies for not having replied to your previous help request. Every effort is made to reply to all help requests received by the support team. This is achieved by providing a ticket number to any help request received via the technical support form at http://www.xara.com/support/supportform.asp.

Please can you complete the support form located at the address shown above.

We will be grateful if you can include the ticket number of your original help request. This will allow us to investigate why your original help request remained unanswered and ensure that this does not occur again.
In addition to this, can you let us know whether you are encountering the problem described with all Elements provided within Webstyle or with a particular element? Lastly please provide the exact error if any that is displayed when this problem occurs.

Thank you BJ, we look forward to receiving your help request and resolving the difficulties you have experienced.

Bhavesh


Contacting Support

A wealth of information regarding the Xara products can be found at http://www.xara.com/support/ Here you will find links to each of the Xara products as well as the TalkGraphics and XaraXone forums.

If the question to your answer is not provided, please go to http://www.xara.com/support/supportform.asp and complete the support form.

A confirmation email, which includes your ticket number, will be sent to the email address entered within the support form. In addition to this, your query will be forwarded to the support team allowing our support representatives to research the problem encountered and reply to your query accordingly.

The problem with software support is that it is usually divorced from the people who engineer and sell the software. Software companies often contract out their support to other companies - often half-way across the world. This means that the "support" person you contact is simply referring to a troubleshooting manual and rarely has any insight into how the software is used and how it is put together. This disconnect between those who know and those who are there to "help" is a REAL problem. It is no wonder that most support requests often leave people feeling exasperated. If your problem is not in the troubleshooting manual, you'll get a polite non-response, or be told that the problem lies with your OS.

This is not the way to create customer satisfaction and brand loyalty.

I'm sorry to hear of your trouble with support BJ. We do try to keep on top of the support emails, and while we can get behind at holiday times or during launches, I promise we don't have anything outstanding from as long ago as November! If you can send your question to Bhavesh using the form he points to, he'll get right on to it.

Chuck - our support staff are on the same floor as the programmers. At least that rules out time difference as an excuse for delay.

Kate

.................
Kate Moir
http://www.xara.com
http://www.buyfonts.com

Xara staff alive, how wonderful!

So maybe we can look forward to a XP styled and updated Xara X in the future, after all?

Perhaps with some more tools as well, and a layer gallery that is actually usable (and don't forget to include clipped objects as nested symbols... oh, providing that nested clipping will be allowed, that is).

*yawn*

Gary Priester

Moderator Person

<a href="http://www.gwpriester.com">
www.gwpriester.com </a>


The Xara Xone

Fanboy!

http://www.talkgraphics.com/images/smilies/tongue.gif

Lone Wolf

Realist

Although the message from Bhavesh was gracious and I'm sure that his intentions are well placed, the rest of the story is this:

I have sent two incident reports to Xara. Each received an automated response. OK they hear me.

The first dated Dec 30 received a human response dated Jan 13, offered a suggestion. Ok, but I asked another question and no response. So feeling a little mischievious, I copied every email listed on their website. Sales, Kate, jobs webmaster, xara club well you get the idea.

If *anyone* cared they would have forwarded on the message to tech support and kicked some butt then.

I have not followed up on the incident that I reported Jan 24th. What is the use? With a new software release, either they have too many bugs to handle or they are just non-responsive.

I think it's great that two (TWO!!) Xara folks came in and addressed this.

Realizing that you are a small company and do what you can, I DO feel that Xara Ltd would benefit from a little more participation in the forum. Putting to rest false rumors and accusations directed towards XaraX and Xara Ltd. It would greatly help in keeping the user base, that loves to come here for help and a giggle every once in a while, happy and feeling 'safe' that things are not going South.

Not to do any comparisons, I have to admit that it comes across as so and I apologize if it does but I am only bringing this up as a positive example. Serifs own tech and programmers pop into their forum at least once a week and go through the forums answering questions or adding to already posted responses! It's a great relief to actually hear from a person "in the know" from time to time which tends to keep the rumor mills from getting started up. When a rumor about this or that getts posted you can't help getting involved. Your own fears and frustrations come boiling up to the surface when you read a fairly good argument or someone just trolling around kicking up dust.

Please consider this if it is at all possible.

PS: Thanks Kate for speaking with Steve and putting to rest that XaraX is dead, that's the very thing I am talking about. TALK TO US!! http://www.talkgraphics.com/images/smilies/biggrin.gif

Thanks again!!

Richard http://www.talkgraphics.com/images/smilies/wink.gif

---Wolff On The Prowl---

You are absolutely right!

If Kate or others from Xara Ltd. would pop in just once a week and spread a little good cheer or fill us in on what they are doing it would go a long ways to reassuring us that all is well and that they are supporting their products.

Communication!

On the other hand, if they just drop by to try to get us to buy Xara 3D or other Xara products, I'm not interested.

Like many of you, I do NOT need a new release of Xara X once a year. I would simply enjoy some reassurance that there WILL BE a new release someday that addresses the most pressing issues we have discussed here.

http://talkgraphics.infopop.net/1/Op...&ul=1101906325
Why, I’m afraid I can’t explain myself, sir, because I’m not myself, you know...
- Lewis Carroll

I've been away, and after hearing nothing at all from Xara, seeing all these responses is quite a surprise.

Albacore, I've tried uninstall & reinstall; it didn't help. And yes, I checked the fonts - they work fine with all other programs and on my other 2 puters. I uninstalled and installed fresh anyway... this didn't do the trick either. LOL, I'm jealous of your phone accessibility. It would be way to expensive from the USA.

Jeff, yes I've tried starting up Xara from a fresh windows boot.

Klaus, Thank you!!!!

Kate: PLEASE don't promise you have nothing outstanding from November. It just wouldn't be the truth. Here's one for ya...
Sent: Friday, November 01, 2002 7:20 PM
Subject: 16481:1530:0 - Ticket Number for Xara Support request

That's the first of 3 requests that have been ignored.

I will get the information to Bhavesh tonight, and will continue to post here to let everyone know how it goes.

Thanks everyone! http://www.talkgraphics.com/images/smilies/cool.gif

Wow! Sniff! Where is the icon with a tear?

I've been here, and though hearing nothing at all from Xara support was painful, seeing these responses reminded me of the difference between a brown noser and a butt kisser...........depth perception.

Actually, reviewing this thread has motivated me to do what I should have done before.....cancel my credit card bill for Webstyle.

Thanks and best of luck with XaraX.

butt kissers...

Some people waste their valuable time creating something, some people waste their time complaining, some people do both and some people just talk. I choose creativity, it's so rewarding...

And by the way, I never needed Webstyle. Sorry maybe I will sound negative now, but what you said is like if you wanted to look COOL when you decided no to buy it after all? http://www.talkgraphics.com/images/smilies/tongue.gif

BJ - There was a WS 3.1 patch released a month a go - it does not seem that you have installed it.

Øystein


http://www.heimesider.com

I contacted Xara support Monday afternoon. As of now (Friday) I've heard nothing beyond the automail acknowledgement.

This is frustrating.

I contacted Xara support Monday afternoon. As of now (Friday) I've heard nothing beyond the automail acknowledgement.

This is frustrating.

(Sorry for the duplication - my reply landed in the wrong thread... it's been a very long week, I guess I wasn't paying attention)

"A wealth of information regarding the Xara products can be found.."

ROTFLMAO

it seems i missed the 'wealth'

Welcome in the forum. How can we help you?

If you have registered just to say that you don't find any wealth... Hello and welcome in the club. ;-)) I suppose you don't mean XaraXone, because it's all there ready for you. Megabytes of information, tutorials, very inspirative galleries of art by Xara artists of all over the world, shareware software, goodies of all kinds.