Cadlink to charge for telephone support!

[evox]

SCANDALOUS!

I rang Roland the other day, over a Plotter error, I havent even got a warranty and they were superb!

I half expected them to ask for my warranty agreement number or something but they didnt!

[Alan Drury]

For those wanting to ask that one off question it is going to be very, very expensive. I wonder if the dealers are going to be abliged to follow, so will the first port of call be the dealer or Cadlink and will the dealers be privvy to the technical behind the scenes stuff that Cadlink obvious are. I suppose its ok for large sign firms but for “Freds in Sheds” like me , sorry too expensive if they need to recoup money for technical stuff I would tolerate 50p a minute calls. This may well separate the good dealers from the rest, this assumes that Cadlink don’t go the whole hog and do away with dealers altogether. Brian any views you can share with us?
Regards
Alan

[Brian Hays]

I know Cadlink have been getting an ever growing number of calls from end users for technical support. The 1st point of contact for support has always been with the supplying dealer. Some I guess neglect this responsibilty. Personally I don’t agree with it & think that it will upset a lot of customers. We will still support the software that we sell ourselves. You may be right in that it is aimed at larger firms.

It seemed to me it may be a beginning to Cadlink going down the direct selling route, we have been assured this is not their intention so I guess we will have to wait & see.

I know Cadlink will aslo be running training courses which I guess is a little easier to justify charging for.

It will be interseting to see what everone else thinks……

[Bill Dewison]

It just sounds like another money earner 😕 As Alan has said, a premium rate number would’ve been a better option as even at 50p a minute, a 20 minute call to solve a quick problem/question would cost a tenner. A tad cheaper than the £195 a year option 😕

Cheers, Dewi

[Alan Drury]

Take this for example, you have your Signlab for 1 year plus, been using it with no problems, you buy a new computer with new operating system, install ok but will not cut. In theory to get it going is (assuming dealer can’t help) is £195.00 at worst or £35.00 for that one off call. We can only hope they:-
1. drop this stupid idea
2. change to something fairer (50p a minute calls just about tolerable)
3. at least make sure that the FAQ page on website is up to date
4. ensure dealers are well informed and at least give them full and complete support.
Also include on website a “known issue” page, I have spent ages with software (not only sign software) trying to learn a new function to get it to work the way I expect – give up and ring/email technical support only to find it is a known issue and will be either fixed with the next patch or maybe given a work around (ok providing you don’t pay £35.00 for it)
I’m interested in other views, Rob perhaps an FAQ set of pages here
Alan

[James kelly]

Makes UKSIGNBOARDS even better value! 😉

[Robert Lambie]

i was about to launch a signlab forum with step by step demos, help.. anything to make it happen & still may. a certain mr winterar*e loved my idea so much he stole it and tried the same on the cox website.. he even went to the mags announcing his brain wave..

shame it failed.. 🙁 😆

[kev hoy graphics]

I disagree that they should charge for the support when the software is so expensive already. Even if it is great software!
But on the flip side, what about those folk that don’t just get it? I mean those that always have bother. There is only so much time Cadlink can dedicate to them.
I think a forum like you suggested would be a very good idea Robert. This site is the best, I mean that. I think it would be in Cadlink and possibly Flexisign’s best interest to support a forum on this site. I guess if you tried then you tried though. 🙄

[Brian Hays]

They are offering training sessions for “folks that don’t get it” which is fair enough. It would also be good for companies with new staff that they don’t have time to train I guess?

[Robert Lambie]

i agree brian.. i think the training classes would be pretty good actualy.
depending on size i suppose…

kev, i didnt approach signlab or anything like that. it was something i was considering & had thought about for some time i mentioned by PM to tony and it started a flurry of emails back and forward, then he said he would reply in a couple of weeks with the go ahead but had to go away for now on business or somthing like that.. . next thing i open a magazine and he had went right ahead saying it was his idea and now doing it with cox..

anyway, not to worry. 😉

[Alan Drury]

Corel have a news group where people post specific questions which are generally answered by other users, apparently Corel do monitor this and chip in with some of the more technical stuff but generally the “how do I” stuff gets answered by users thus assisting the novices and people who struggle and because it is always there it is a good resource for everybody. I would have thought this would be a good cost effective way for Cadlink (or anybody) to support their product without alienating their customers.
Software companies at a minimum should ensure their help files and FAQ web pages are up to date and that if their is “known issues” let the users know, I think we are realistic to know that software cannot be perfect and is always a “job in progress”. It doesn’t matter how much beta testing you do until it gets out there, being used by real people in real sign shops, producing real signs do the bugs become apparent. I like Signlab always have I suspect always will but don’t make me pay to help you iron out flaws in your software. Perhaps if we pay for support we will get paid for reporting bugs and making user suggestions to them.
Charge for training – not for support.
Sorry if I ramble.
Alan

[coolinshot]

quote kev hoy graphics:

what about those folk that don’t just get it? I mean those that always have bother. 🙄

Kev – I have been using signlab for over 10 years. I use photoshop. Illustrator. Corel Draw. Autocad. I have been working with computers and design software for around 20 years. Signlab e6 is filled with annoying bugs and errors – no matter whether you “get it” or not – Every time the rep from COX’s comes into our office he avoids me like I have mad cow’s desease- I have shown him countless faults and bugs – all of which he is unable to explain. We have a team of 5 designers working here – all on Signlab – since we upgraded, (about 15 months ago), I still receive a constant barrage of complaints from them – “it won’t do this” – “why does it do that” etc etc. These are all very experienced sign makers I’m talking about. Take a look at the tutorial CD and watch the guy on that – struggling – it would be hilarious if it wasn’t for the extortionate amount of money they have taken from us.
Of course the software works – of course you can get used to it’s little foibles and work around them – we would have gone bust if you couldn’t but the point is, they have cocked up big style and won’t admit it – and now they want us to pay for the privilege of being ripped off even more (not that I would ever phone them).
All I can say is – any of you out there using signlab 5 (or earlier) – stick with it – you will only end up throwing a brick through your VDU.
Col