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

[RAMWolff44]

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---

[bhavesh]

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.

[chuckpa]

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.

[katemoir]

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

[Lone Wolf]

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).

[gwpriester]

*yawn*

Gary Priester

Moderator Person

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


The Xara Xone

[Lone Wolf]

Fanboy!

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

Lone Wolf

Realist

[activ8]

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.

[RAMWolff44]

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---

[dalel]

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