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  1. #1
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    Segue Support - some thoughts

    I never heard of silk test before and was just hired as an intern 4 weeks ago (currently I am an incoming senior at UC Irvine). My job is to write up the complete testplan to test our web application. Until I found this board, i had to rely on segue support and some coworkers that had experience testing standard application. Segue support was really friendly and quick to respond to my first inquire (they called me the same day i sent in the email question), but the second one is still unanswered and I have relized that getting good support from them will be hard. The questions I have posted have been bothering me for a very long time now, and I am glad thay they may finally be answered now. So I thank all the people in advance that read my questions and of course I am very grateful for any response.
    Konrad Nau
    Software Test Automation Specialist Intern
    CQOS INC.

  2. #2
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    oakland,ca,u.s.a
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    Re: Segue Support - some thoughts

    Yeah,

    I see that you've made about 5 posts in less than 1 hour, so you must be pretty anxious to get some answers. Well, this site is definitely good for getting help. I found qaforums about 2 weeks ago and the community here has already given me better responses than Segue has!

    thanks everyone.


    ------------------
    Dave
    QA Engineer
    CareAssured.com
    Dave
    QA Engineer
    CareBid.com

  3. #3
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    Re: Segue Support - some thoughts

    I've been using SilkTest for the past 2 years. I'm a software engineer who moved into Quality Assurance and part of my tasks is to automate testplans, therefore with my background in software development I tend to push 4Test to it's limits. Segue support has been really bad at getting answers to me (if at all). Wish I was allowed to switch products, but alas so much has been invested. I'm still waiting for a reply to a question sent in 8/9/00 regarding an OLEMSFlexGrid control (in their vbclass.inc. After logging the question the first thing the support guy asked me was "what seems to be the problem?" He hadn't even read my request for info!! Segue's priorities have slipped over the past year or so, seems support is their last concern.

  4. #4
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    Re: Segue Support - some thoughts

    I somewhat agree about the way segue support interacts with us. For example, one thing which doesn't kill me but is somewhat annoying, is the way the respond on initial contact. For example, they do not quote the subject or summarize your original request, instead they reference the service-id number which you then have to find in your email from the automated reply with this number just so you can see what the subject was. You would think, how hard is it to remember a problem that you're still having? Well, if you have like 3 or 4 different open issues, you don't know which one they're referring to by their number, but rather by the subject of your original message to segue.

    You're correct. The don't seem to consider that it's been a while that you've been waiting for a response.

    Little details like this do make a difference, in my opinion. I'm surprised, that we're all in QA and we put up with this low level of quality service, and I'm more surprised that a QA technology and tool vendor like segue doesn't seem to notice the quality of their service. Their business strategy is probably something like this: 1)Hype our product like crazy, tell them they'll get tech support in the package and all 2)Get them hooked into the product 3)Forget about the existing customers and start thinking about the next new customer acquistion.

    Dave
    QA Engineer
    CareBid.com

  5. #5
    Super Member
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    Jul 1999
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    Rancho Santa Margarita, CA
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    Re: Segue Support - some thoughts

    If Segue Support does not improve in the very near future, wouldn't it be nice if the Annual Maintenance Fee is offered cheaper if customer elects to receive just the SilkTest upgrades MINUS the Customer/Technical Support? Half price at least? Wow! that would be a great deal as long as sites such as BetaSoft.com are around!!!

 

 

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