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Serenity Systems responsiveness?

Started by os2monkey, 2007.10.19, 07:24:56

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os2monkey

Hi Everyone, I have read a few blogs in which people mentioned serenity was not being very responsive on communication. I myself had sent them a question weeks ago and have yet to recieve a reply. I am just curious what your experience has been like contacting them recently?

It wont stop me from buying upgrades etc as I like the software too much :) but I do think this is a bad sign if this is happening. I've noticed that companies tend to stop responding when they are having financial problems, so hopefully it is not a bad sign.


Saijin_Naib

I had set up a support request and it was kind of slow, but there was some back and forth. I dont think they are the MOST responsive, but surely, they are not the least. I as well hope they are doing well enough that there is not financial problems.

Pete

Hi

I think I read somewhere that nearly all support is handled by a small number of volunteers.

My own experience has been similar to that reported by Saijin_Naib: it can take a while for a support request to get a response but when support have responded further contact was fairly quick; replies to other points raised within 3 days.

I suspect that whenever a bit of software is released eg eCS2RC2 those volunteers may get a bit overwhelmed with requests.

Regards

Pete




Robert Deed

Serenity's support has never been very good.  There are many much more responisve ways to get technical support (these forums for example).

However, there is very little support which actually needs to go through them in the first place, if you placed an order for their products it is supported through the vendor which sold it, if you are having installation problems then there are plenty of user supported forums for help.  I would rather they spent the time, energy and money (I am not claiming that is the case) on development then having a large responsive force of workers doing tech support.

Quote from: os2monkey on 2007.10.19, 07:24:56
Hi Everyone, I have read a few blogs in which people mentioned serenity was not being very responsive on communication. I myself had sent them a question weeks ago and have yet to recieve a reply. I am just curious what your experience has been like contacting them recently?

It wont stop me from buying upgrades etc as I like the software too much :) but I do think this is a bad sign if this is happening. I've noticed that companies tend to stop responding when they are having financial problems, so hopefully it is not a bad sign.



os2monkey

I agree that user support is very good. The question I asked was actually sales related though, so I was suprised not to get any reply.
Maybe it was just a transmission problem or something though.

Robert Deed

Are you looking to resell the product? or bundle it?  If not, then you'd probably be better off sending any sales questions to one of their resellers.. such as bmtmicro or mensys

Quote from: os2monkey on 2007.10.19, 22:42:30
I agree that user support is very good. The question I asked was actually sales related though, so I was suprised not to get any reply.
Maybe it was just a transmission problem or something though.