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TaskManager
 Post subject: Ace Support Sucks
PostPosted: August 22nd, 2013, 13:18 
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Joined: December 12th, 2010, 9:50
Posts: 121
:(
Lately Acelaboratory is giving worst support to its customers. I think they are more concerned with sales than support.
Recently they have started online support forum and are offering remote support as well.
I have valid TS for udma and when I apprcohed this platform I was rudely told to get local support only.( As a developer with dedicated R & D center no one can offer technical support/ updates like ace. Local support may not be even 10 % skilled than ace) If they are not giving support then why so much fanfare and advertisement. They would have sent invitation to those selected lucky peoples only.May ace explain what is criteria to get support from this platform? For whom this support is created?
This is great disappointment and I am clearly upset with which ace is behaving with me. Hope with this right message goes to them and I am looking for change in there non customer centric policies. :(
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Touchclarity
 Post subject: Re: Ace Support Sucks
PostPosted: August 22nd, 2013, 13:23 
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Joined: July 21st, 2010, 5:03
Posts: 247
Location: Norfolk, UK
Absolutely NO complaints here!!...... I have ALWAYS found ACE Support extremely helpful, and they always seem to go the extra mile when you have a problem...... The new TS portal works just fine, at least now you get an immediate acknowledgement of your request.... and these are soon followed up....:D

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TaskManager
 Post subject: Re: Ace Support Sucks
PostPosted: August 22nd, 2013, 13:26 
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Joined: December 12th, 2010, 9:50
Posts: 121
Touchclarity wrote:
Absolutely NO complaints here!!...... I have ALWAYS found ACE Support extremely helpful, and they always seem to go the extra mile when you have problem...... The new TS portal works just fine, at least now you get an immediate acknowledgement of your request.... and these are soon followed up....:D


You seems to be lucky guy ,May be europe and usa customers are given priority support. Mine is asian country. Ther should not be descrimination based on country.
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craig6928
 Post subject: Re: Ace Support Sucks
PostPosted: August 22nd, 2013, 16:08 
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Joined: February 15th, 2006, 3:38
Posts: 1079
Location: canada
time zone diffrence that what your issue would be
you would have to get up early to talk with them in your country


i talked with tech and they been very helpful with issues or advice

russians do work hard and ace support does help its clients out
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lcoughey
 Post subject: Re: Ace Support Sucks
PostPosted: August 22nd, 2013, 17:00 
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Joined: February 9th, 2009, 16:13
Posts: 2573
Location: Ontario, Canada
I have no complaints. Just jump to ts.acelaboratory.com and open a chat session.

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thatdellguy
 Post subject: Re: Ace Support Sucks
PostPosted: August 22nd, 2013, 17:33 
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Joined: August 19th, 2007, 17:30
Posts: 1898
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I only had one small problem with Ace but overall they have been quick and professional. I think they mostly prefer you start a forum post and then if needed, contact them privately.

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TaskManager
 Post subject: Re: Ace Support Sucks
PostPosted: August 23rd, 2013, 8:47 
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Joined: December 12th, 2010, 9:50
Posts: 121
I think this is because of the way you have TS with them. In my case they are not even ready to listen. :(
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digitalferret
 Post subject: Re: Ace Support Sucks
PostPosted: August 23rd, 2013, 9:26 
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Joined: August 26th, 2012, 19:18
Posts: 293
Location: England
Quote:
May ace explain what is criteria to get support from this platform? For whom this support is created?


Sounds interesting.
What was Acelabs reply?

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einstein9
 Post subject: Re: Ace Support Sucks
PostPosted: August 23rd, 2013, 9:45 
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Joined: May 13th, 2010, 11:17
Posts: 2821
Location: Kuwait
TaskManager wrote:
:(
Lately Acelaboratory is giving worst support to its customers. I think they are more concerned with sales than support.
Recently they have started online support forum and are offering remote support as well.
I have valid TS for udma and when I apprcohed this platform I was rudely told to get local support only.( As a developer with dedicated R & D center no one can offer technical support/ updates like ace. Local support may not be even 10 % skilled than ace) If they are not giving support then why so much fanfare and advertisement. They would have sent invitation to those selected lucky peoples only.May ace explain what is criteria to get support from this platform? For whom this support is created?
This is great disappointment and I am clearly upset with which ace is behaving with me. Hope with this right message goes to them and I am looking for change in there non customer centric policies. :(


for sure something is wrong, i have to admit, TS are really helpful n Quick
but maybe in your case as the others mentioned is the timezone
or maybe Busy Day with others

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pcimage
 Post subject: Re: Ace Support Sucks
PostPosted: August 25th, 2013, 11:59 
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Joined: November 29th, 2006, 10:08
Posts: 7864
Location: UK
I find Ace support pretty good too, sometimes take a while to reply but presume that's down to workload.

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BlackST
 Post subject: Re: Ace Support Sucks
PostPosted: August 25th, 2013, 15:43 
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Joined: July 18th, 2006, 3:05
Posts: 7476
Location: ITALY
TaskManager wrote:
I think this is because of the way you have TS with them. In my case they are not even ready to listen. :(

what was the exact issue , if it is possible to tell?
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Tawfeek
 Post subject: Re: Ace Support Sucks
PostPosted: August 26th, 2013, 10:48 
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Joined: October 30th, 2007, 17:58
Posts: 464
Location: Egypt
the are cool . but maybe it's misunderstanding in the case you ask them about

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