Lack of Support from Support

Is any body else experiencing a notable lack of support from the support section. I've got an SR I filed in mid-March and not only has it not been responded to, there hasn't even been an analyst assigned. Bentley used to supply some of the best support around but over the last few years it has just gone down hill.

 

Brian

  • I find better results here on the forums than I do with support tickets.....

  • I cannot call it a real support I agree , I dont get the answers I need just get directed to read the manual or go through the wiki and communities.

  • Just come here first, most of the support guys will post on here. As well as some fellow users ....including former support colleagues :).... Plus I get great support from some of the european support analysts on here.  All in all, forums are a better place to start.

  • I agree with everything that has been said in reply to my original posting but that's not really the point is it? We pay a handsome fee for yearly subscription to Bentley and part of the fee provides us with product support. Sure I can usually get answers to fairly easy problems like the one I posted (particularly when it involved user error or inability to read a readme doc ; - ) ) but over the years I have had set-up and configuration problems with the software that never would have been solved if it hadn't been for the personal attention we used to get from people like Jesse, Keith and Ron P. Sometimes this software can be maddeningly obtuse and when that happens I need to talk to someone not to mention the fact that all of us are usually in production environments that don't allow us to sit and wait for a week or more for an answer to a problem that has us dead in the water. The short answer is Bentley needs to provide better support or stop charging us for it.

    Brian

  • Thanks for the comments, Brian.  I can't argue with any of your points, but I will mention that Keith and Ron are still with us and available to you.  As Jesse noted (thanks Jesse), Be Communities is fine for quick questions, and a good place to start for non-urgent requests.  I think you'll also find that our Knowledge Base (Wikis) is improving weekly with a concerted effort from our analysts to add content.  Still, sometimes you just need to talk to someone.  I think you typically utilize the Service Request Manager online to log SRs - I'll suggest you follow that up with a phone call when you absolutely need to speak with someone.  The phone is still the best method to get an analyst relatively quickly.  You should have my direct contact information and I welcome you to use it whenever you have an urgent situation or if you're not getting what you need through normal channels.  I didn't find any unassigned SRs in our queue for you.  Please email me the SR number and I'll make sure it has the proper attention.  -jeffM

    Answer Verified By: Brian Lund