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JoerTX
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Quote JoerTX Replybullet Topic: Crystal Reports Technical Support - INSANE
    Posted: 31 Aug 2010 at 1:26pm
DeadI have jumped down the rabbit hole of Crystal Support and I thought I would share here the experience so far.
 
1. You have to figure out where to go to buy a support event ($199). Took me a whole day to figure out how to do that.
 
2. Then when you buy the support case you get an email that tells you to send in an email describing your problem.
 
3. Then they send you another email (this one went to my Trash folder). When I finally found it, it told me:
===============

PLEASE CONTACT OUR 24/7 GLOBAL CUSTOMER INTERACTION CENTER BY TELEPHONE SHOULD YOU REQUIRE IMMEDIATE ASSISTANCE

 

TO LOCATE THE RELEVANT HOTLINE NUMBER PLEASE GO TO WWW.SERVICE.SAP.COM 

 

SEE SAP NOTE 560499 FOR FURTHER ASSISTANCE

============================
 
4. Go to that site and I defy you find a phone number.
 
5. I GOOGLED "SAP NOTE 560499" and learned that there is an email I can reach out to if I am having problems:sapnetwork@sap.com
 
6. I have sent them an email BEGGING FOR HELP...nothing back so far
 
UNBELIEVABLE!!!
 
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JoerTX
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Quote JoerTX Replybullet Posted: 31 Aug 2010 at 2:09pm
Great news, I got an email from Crystal telling me an engineer would be contacting me "soon". I wonder, is "soon" a Crystal Support unit of measure?
 
I told my customer that "soon" is better than "someday". Or "never".
 
I will keep you informed about my trip down the rabbit hole!
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BrianBischof
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Quote BrianBischof Replybullet Posted: 01 Sep 2010 at 8:45am
Wow. This is insane. Sorry to hear what you are going through.

For everyone's benefit, can you post the original link that you found to contact support? This will probably help out someone else in the future.
Please support the forum! Tell others by linking to it on your blog or website:<a href="http://www.crystalreportsbook.com/forum/">Crystal Reports Forum</a>
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