Telephone Tech. Support

[activejjm]

I was on hold for 3hrs and 5 min.

Gave up. Please add a warning when you are that busy.

[CipesDesign]

Or better yet, get an 800 number. Why should it be on our dime???

[Matthew Giampapa]

To my knowledge we have not had over a 20 minute hold time in the last 3 weeks.

Be sure that you call during business hours, 9-5 Eastern Standard Time. If you call at the end of the day and do not get answered by 5:15, there is a possibility that you will get stuck in the phone system and not be directed to a voice mailbox.

The department is regularly closed from 10-11 on Tuesdays and Thursdays when we have a department meeting / training. When these events are going on calls are either answered by our operator and you get a call back after the meeting, or are diverted to customer service if it is an issue they can handle.

Technical Support is a toll call because it would not be feasible to provide 18 months of free technical support otherwise. (In actuality we almost never enforce the 18 month rule. All copies of VectorWorks 8 are currently past their 18 months and will be supported actively until VectorWorks 10 is on the market)

If you do not wish to pay the cost of the phone call, you may also email us, fax us, or use regular mail. In the future we hope to provide other avenues of live technical support over the internet, and are currently evaluating different options.

International customers should be contacting their local distributor for technical support as it is part of their obligation to you. (Yes, this includes Canada and the UK.)

A non-official way to reach technical support is by this message board and our internet mailing list. We try to keep an eye on both, but can not guarantee that we will be able to respond to an issue in these forums.

Matthew GiampapaNNA Technical Support