Service Select Priority Support

[2oaks]

Hello,

 

I am just wondering if anyone else is having issues now or in the past with getting Priority Support as a Service Select or subscription-based user.  For example, I called Priority Support on 7/18/2024. I was on hold until I was prompted to enter my number for a call back. I did. I never received a call back. On 7/19 I called support back, talked to a very nice person who asked me to upload my files via dropbox and said they would get back to me with a solution. Today 7/29 after not hearing back I followed up with Priority Support only to learn that no one has even started my support ticket or looked at it. So, my priority support is now more than 3 days over my project's deadline, and I still have no help with my problem.

 

This is far from the first time that I haven't received the support my subscription supposedly covers. As such I have started tracking and documenting these experiences and would like to hear from others who may have had similar experiences.

 

Thanks. 

[Jeff Prince]

Unfortunately, I’ve had similar experiences.  Sometimes issues go unresolved for years.  Sometimes things get solved quickly, it seems to depend on the nature of the problem and the experience level of the support person.

 

You will probably have better luck seeking help here on the forum.

[jblock]

@2oaksI am very sorry to see that you have had this experience with our Support team. I will investigate what happened with this case and why you never received a response. I will have someone reach out to you right away so we can get you a resolution. If you have any other feedback, please feel free to reach out to me directly through DM here or emailing jblock@vectorworks.net

[2oaks]

Thanks, I got some help yesterday afternoon. Unfortunately, they couldn't help solve the problem but they did identify the bug creating it and sent it off to the engineering team.