max - All Comments

re: A call for supporting customer support

László Mészáros — Fri, 05 Mar 2010 10:07:30 GMT

Developer support is incredible good. I really really thanks for the help. The response time is excellent. I wish you guys to keep this behaviour in the future. SUPER WORK.

Great job!

re: A call for supporting customer support

daniel weisel — Wed, 03 Mar 2010 08:30:03 GMT

I mentioned above about the terrific support.

I think that improvements in the search functions in the site, and better organization of past answers and help topics, will reduce the amount of questions that are asked (in my opinion - allot of the questions that are asked were already asked before, and asking it again is a result of not easily finding the same or similar question that was posted in the past).

Other than that - great work!

re: A call for supporting customer support

John Botibol — Tue, 02 Mar 2010 08:58:21 GMT

Support (aka Dennis) is fantastic, way above expectations however a couple of small niggles:-

Other SC specialists often do not read the submission carefully enough and respond with rather superficial comments. An extra few seconds to properly read the request/report would save everyone time.

Please index the help system better, it is often so hard to find something even if you know what you are looking for. There is plenty of content and it improves all the time, it's just finding it is the problem.

Great stuff.

re: A call for supporting customer support

Andrew Watts — Tue, 02 Mar 2010 08:56:32 GMT

Developmer support is one of the best I've encountered. It's a hard job trying to keep customers happy within the timescales they expect. Some developers seeking help also need to understand support staff do not always have the full picture of the problem, they've not been working on your project 24/7, so we need to expect that in some cases you might provide the wrong answer or miss-understand the problem.

Do the guys in support update the help guides? Is the developer asking the question simply because it's not clear in the help documentation. Could more be done in providing more complicated examples. For me, I beleive XPO is one area that needs improved help and more examples. Better help and more examples reduces the need for support.

And yes I agree with some people, time lag can be frustrating (Eurpoe) and could your developers be a bit more open to accepting some of the requested changes/suggestions.

re: A call for supporting customer support

Dale Mitchell — Tue, 02 Mar 2010 04:08:23 GMT

i've been with you for 5 years and echo what most everyone has said. i used to have to send you a request about every week but now with all of the diverse support you offer, i go months without having to.

great job!

dale

re: A call for supporting customer support

Terry Byrne — Mon, 01 Mar 2010 20:25:24 GMT

Support has been excellent. I am pleased with a response within 24 hours. Although there is a lot of documentation for the VCL, I wish it were better written so I could more easily understand how to use all of the features.

re: A call for supporting customer support

Sher Hurlburt — Mon, 01 Mar 2010 17:51:12 GMT

Perhaps a for-fee support alternative using a desktop sharing tool. I think it is appropriate for those tough situations where just previewing the behavior could be useful for your support team and save us the hassle of creating a running example of a problem.

The upload of sample programs showing problem also has an appropriate place in development but not always.

Charge by the minute which will get rid of chitchat.

re: A call for supporting customer support

Uwe Porsch — Mon, 01 Mar 2010 12:03:59 GMT

The Support is a big plus. I'm happy with the speed and the quality of the support.

re: A call for supporting customer support

Vinh Lam — Sun, 28 Feb 2010 14:44:50 GMT

Kudo to other comment on great support team!

My working hours are from 8am-10pm EST and with your location in Europe sometime it take a little longer to resolve a question. If it is possible to extend coverage it will definitely speed up the respond time.

Keep up the good work!

re: A call for supporting customer support

Nate Laff — Sun, 28 Feb 2010 03:21:59 GMT

DX Support is generally fantastic. And, as Support Center claims, they truely are my extended development team. (Dennis, especially has helped me through several jams. I feel like I owe this kid a bottle of wine at christmas time)

The following are area's I've said out loud to myself or others that would be nice. I have no expectation of these being implemented, because some are unrealisting, just sharing my "wish list" so to speak.

1) Weekend support. I honestly don't want that to happen to your team. They work hard enough during the week, but there have been a few issues I've found late in the day on Friday/Saturday that I've needed a resolution to.

2) "Reach out" phone support. This would help the "cannot reproduce" issues. If I submit something your team can't reproduce, have the guy call me and ask for specific steps instead of waiting for me to respond with more detailed stuff. Don't let customers call in, only have support call out. Only attempt once, if they don't answer, move on.

3) Show how many people are tracking an issue!!!

re: A call for supporting customer support

Ben Staton — Sat, 27 Feb 2010 09:58:43 GMT

Generally pleased with the support. As has already been mentioned, the time lag when you are in Europe is frustrating though.

re: A call for supporting customer support

Eran Shay — Sat, 27 Feb 2010 03:32:46 GMT

You are a team of geniuses. All of you are very tech savvy.

It is hard to stump you guys, you always reply fast.

Somehow I managed to stump you with the last 3 bug reports that I sent. They seem like really tough bugs because it's not any single component that is the issue but the combination of multiple components all together in order to make these bugs happen. I spent long hours just creating those sample applications that show the bugs.

You always come back at the end with some sort of a solution. Either blame Microsoft for a bug they don't want to fix. Or a known issue with Firefox that has a work around.

I'm patiently waiting to hear the results of your investigation on the last 3 bugs. Will be interesting to hear your feedback. Specifically, about the button click event not firing, the popup text not setting on chrome and the permission denied errors on IE.

Keep up the amazing work.

re: A call for supporting customer support

Steve Hudson — Fri, 26 Feb 2010 17:19:51 GMT

I think a more transparent system for enhancement requests that have been "accepted for a future release" would be good. I have come across several that are 4+ years old. There is no feedback on what requested features will be in which upcoming builds or if the features will ever be implemented.

re: A call for supporting customer support

Yann — Fri, 26 Feb 2010 16:37:26 GMT

It's been some time since I was evaluating your products (XAF in particlular) & I'm afraid it was the support department that was the final straw in me abandoning XAF as a platform to build my apps on.

I'm glad there are at least a few who are commenting on difficulties similar to what I was experiencing. I'm happy to accept that the support members were mostly *willing* to help, & that their *technical* expertise was quite good, but I found that the *understanding* of the difficulties I was experiencing was the problem. Most support staff I interacted with seemed to speak english as a second language & it often took numerous emails back & forth in order to get them to actually understand (if at all) what I was having a problem with. In the end it often felt like it was just a waste of time trying to get the answers I needed. Often I got useless answers that didn't really address what I needed help with (as commented on by several others).

I was also shocked & dissappointed by the large number of "issues" that had been identified & marked as TBA, that simply languished in that state for YEARS, with nothing being done about them.

I certainly hope that these things have improved since, but that was my experience of DXpress Support.

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uberVU - social comments — Fri, 26 Feb 2010 15:05:46 GMT

This post was mentioned on Twitter by MehulHarry: Wow, talk about being open - rt @DevExpress A call for supporting customer support - http://bit.ly/brIbq4 - pls leave comment for Max, +/-