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  1. #1
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    Segue customer support

    How helpful are the Segue support personnel these days and how good have their online resources been?

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  2. #2
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    Re: Segue customer support

    You're better off using this forum as your first line of support.

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    Have you ever noticed? Anybody going slower than you is an idiot, and anyone going faster than you is a maniac.

  3. #3
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    Re: Segue customer support

    I think that the answer to this question depends on the type of help you are looking to receive. I believe that support has improved when it comes to helping out with installation, configuration and licensing issues. Your call will most likely be handled by a front-line rep on the same call.

    When the help needed is because a specific function isn't working or there is an object recognition problem.... then this kind of call can require more time. To get the best and quickest response, be prepared to answer the question "Is your application or website available for us to look at to reproduce the problem?". Sometimes this isn't possible and therefore the handling of this issue is difficult. Using web conferencing can help them verify problems, but to get a FIX often requires more info than just seeing the problem happen. In the cases where I've been able to provide a small sample application or webpage that reproduces the problem, I've been able to get help. If you don't give these problems to Segue support, the product can't improve to address your needs.

    Lastly- Tech support gets many calls of the RTFM variety and that can tie them up needlessly as well. In other words, they get calls from people who are looking for a personal trainer because they either haven't read the manuals and tried to get a solution on their own, or they haven't received sufficient (or ANY training). Tech support is not there to give free personal training away or to write your functions/testcases for you. The kind members of this site will give such help, or at least point you in the right direction to look in.

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    James Soderborg
    http://www.ameliortech.com
    jamesso@ameliortech.com

  4. #4
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    Re: Segue customer support

    Thanks for the info gentlemen

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  5. #5
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    Re: Segue customer support

    My experiences with support are best described as 'frustrating'. I never call in for something that can be found in the manual. When I place a call, the tech can never give me an answer on the spot. So they have to get back to me. The problem is, they seem to forget about the call. If I don't constantly hound them for a response, I don't get an answer. To me, this is unacceptable customer service. Despite their claim that they've addressed this problem and shouldn't happen anymore, it does. Over and over again. For the amount of money they charge, it's a disgrace.

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    Have you ever noticed? Anybody going slower than you is an idiot, and anyone going faster than you is a maniac.

  6. #6
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    Re: Segue customer support

    Thanks Tony, I sort of doing some research and comparative analysis and I'm fishing for these kinds of experiences good or bad. I have mostly worked with Mercury tools and their support so I have measuring stick.

    I also do not call support unless it is something that appears like a bug or something that cannot be answered by the documentation.

    On the mercury side I usually find an answer in the knowledge base or support discussion forums.

    Does Segue have a good knowledge base/discussion forum for licensed and maintenance subscribing customers?

    I mean really usuable information not just fluff.

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  7. #7
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    Re: Segue customer support

    This is the best repository of stuff available on the web. The Segue site does have a good search feature which will finds things in the registered user area (like in articles from the customer newsletter). There are some very useful things in there as well.

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    James Soderborg
    http://www.ameliortech.com
    jamesso@ameliortech.com

  8. #8
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    Re: Segue customer support

    Rumor has it Segue has a new support site ready to go with forums, knowledge base and some other cool stuff, for customers and partners.

    ????


  9. #9
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    Re: Segue customer support

    <BLOCKQUOTE><font size="1" face="Verdana, Arial, Helvetica">quote:</font><HR>Originally posted by geliopou:
    I do have to say the I recently had a question that ended up in an exchange of several emails that reiterated the same nonsense over and over again even after I explained that this was not a viable answer to my question.

    <HR></BLOCKQUOTE>

    You must be kidding
    That's impossible .
    Sometime last year, Mr. Butler (CEO of Segue) made an announcement that problems in Customer Support will be taken care of with his well-thought incredible ideas:
    a) Move Customer Support to Ireland
    b) Only hire Computer Science people for Customer Support positions



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  10. #10
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    Re: Segue customer support

    Although I sometimes am not happy with the answer or solution to my problems, I've never had a situation where support was non-responsive. They have always gotten back to me promptly with some sort of suggestion or comment.

    I do have to say the I recently had a question that ended up in an exchange of several emails that reiterated the same nonsense over and over again even after I explained that this was not a viable answer to my question.

    So, in regards to getting in touch with them and having some correspondence, I would say they do well.

    Hope this helps.

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