New support site pretty hopeless...

[HennoKeers]

Dear Macrovision,

The new support site is now up for about 3 weeks, here are my views about it:

* It is really slow...
* The Knowledgebase site has an strange way of using it, you never seem to be able to select something usefull to get a good search result.
* You can't easy browse through all the issues and bugs of one product, you have to use the horrible search engine.
* I would like to have a list of patches to be downloaded with my product, they are nowhere.... I want to see which hotfixes are available, they can't be found....

Aaaaahhhh :eek:

Henno

[pv7721]

Henno, I couldn't agree with you more! I would like to add some more complaints:

1) Using the old CRM software would prompt when timeout occured AND was offering the relogin! Now, the timeout seems to be extremly short and sometimes you might have to redo things (it happened to me, when I got the timeout while submitting an incident: I got an error message informing me that the incident couldn't be submitted and that I should contact a regional support center).

2) At the beginning, the KB pages seemed not to load entirely, but this issue seems to have been fixed since.

[LicMan]

And here's another one: If you are so unlucky that you are posting a bugreport and get a phone, you can be assured that the posting will be gone due to the inactivity logout timer kicking in, with no warnings whatsoever :mad:
And the KB is presently useless. No interesting information whatsoever, only references to the manuals released in the "Documentation Center". This is valid at least for the FLEXnet Manager product portfolio.

[pv7721]

For the record, following my yesterday post, I've got an email from someone @ Macrovision working on CRM and assuring me that they're actively working on solving all these issues.

[HennoKeers]

Dear reader(s)

I exchanged information with Chris Duke of Macrovision, and they want to make improvements to the site.

Regards, Henno

[pv7721]

I confirm that it was the same person from Macrovision that contacted me.

[ckanywhere529]

I've heard the same before when it comes to how much they "want to make improvements" to their site/ IA patch release schedules etc. since IA 7.

I've written open letters and received promises that things were changing/ getting better, but IA 2008 has been out for 4+ months now with ZERO SUPPORT/ Zero patches etc.

What irks me is:

a.) Once a new version of IA is released, previous versions are dropped completetly in terms of bug fix updates. For example, IA 7.1 had this huge COPY/ PASTE IDE bug where rules/ actions couldn't be copied and pasted within a project file. Macrovision's response was "UPGRADE TO IA 8." Our release was going out the door, it was too late to upgrade to a new IA revision. Our maintence plan had just expired (IA 8 wasn't an option unless we paid thousands) What kind of product support is that? We already paid for IA 7 support.

b.) The knowledge base NEVER lists anything ACKNOWLEDGED by ZeroG/ Macrovision techs by users on the community forums where the tech replies (bug noted, we'll notify the engineers/ we'll put this in as a "feature request."

c.) How many years / and revisions do we have to wait for a single "feature request" to actually get implemented? For example: Disable Cancel button or implement ROLL BACK functionality. Or how about: Make the project file (.iap_xml) SOURCE CONTROL friendly (copy merges with clearcase aren't acceptable) it's not XML, it's propietary (don't advertise it as XML) as it utilizes OBJECT ID's specific to project compenents/ layout etc. etc.

I could go on and on, but my point is don't count on any short-term improvements.

With IA replacing IS Multiplatform, you'd think they'd put more engineers/ support/ focus/ money into IA maintence updates.

With the $2000+ cost for a Silver Maintenance you'd think they'd stop pulling phone #'s off their site ( go to the support link, it advertises maintenance plans and phone support, but requests you submit an email...) and finally, most importantly, UPDATE THE PRODUCT when a known bug is acknowledged.
Don't make us wait until IA 2009 to fix "known issues" in IA 2008.

~CKAnywhere529 (Chris K.)