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My Desktop Author > Forums > General Support > Is DTA support good enough?
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SubjectTopic: Is DTA support good enough? Post ReplyPost New Topic
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geordie
Forum User


Forum User

Joined: 18 February 2010
Posts: 2
Posted: 10 March 2010 at 12:16 | IP Logged

I'm very close to making a final decision on which ebook software to purchase, and DTA is on the shortlist.  However, I'm getting a sense that support is not exactly brilliant, both from my personal experience and from reading other posts on these forums. 

I've already submitted a question to support on a matter relating to DNL DRM, but am still awaiting a reply 24 hours later, which I personally think is more than enough time to reply.

I also believe that support provided mainly via public forums is not acceptable, and anyhow there appear to be numerous unanswered support posts.

Any thoughts?  Comments from DTA welcome!

George
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max
Guru Team Member


Guru Team Member

Joined: 01 December 2005
National Flag of New Zealand New Zealand
Posts: 361
Posted: 10 March 2010 at 14:06 | IP Logged
Hi There support does not typically come through the user forums. What you get is access to other users experience. (there will be the odd time that DTA team will answer your questions here)

Support will normally get back to you in a timely way through the "contact us" link at bottom of page. There may be odd times it will fall through the cracks just ask again. Remember there are time differences as support is based in Australia
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geordie
Forum User


Forum User

Joined: 18 February 2010
Posts: 2
Posted: 11 March 2010 at 04:16 | IP Logged

Hi Max, thanks for replying.

Unfortunately, the evidence so far is not good as I'm still waiting for a response 36 hours later.  More than enough to account for time differences.

What I find odd is that there's no option at all for live online support.  I'd have expected an established company of this apparent size to offer that.  I know they're based in Australia, but let us - the customers - worry about accommodating time differences.

I read a post from DTA themselves elsewhere on these forums proudly stating how they have a large team dedicated to support.  If that's the case, then someone needs to get in there and kick some b*tt!

George
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brilloin
Regular User Team


Regular User Team

Joined: 02 June 2010
Posts: 15
Posted: 20 June 2010 at 08:27 | IP Logged
I must admit I've found the support poor. I've asked several questions with zero reply from DTA techies.
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RKWilcox
Guru Team Member


Guru Team Member

Joined: 07 July 2005
National Flag of United States United States
Posts: 639
Posted: 21 June 2010 at 00:14 | IP Logged

DO NOT send emails to support. Use the "Contact Us" at the bottom of this page. Emails will probably not be answered, but questions from the "Contact Us" link will generally work. You can also use the phone if it is necessary.

Rick W.
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brilloin
Regular User Team


Regular User Team

Joined: 02 June 2010
Posts: 15
Posted: 23 July 2010 at 03:29 | IP Logged
I was referring to lack of support through the "Contact Us" link
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adam
Admin Group


Admin Group

Joined: 29 June 2005
National Flag of Australia Australia
Posts: 132
Posted: 06 September 2010 at 17:27 | IP Logged

Guys,

on the issue of support. In majority of the cases we have followed up where there were complaints over lack of support turned up to be a result of our reply being blocked by one form of spam filter or another. There have been odd cases in the last 5 years that we missed the beat, but this is extremely rare and we very much apologise for this. We really do try and respond in a timely manner to requests from our customers as well as those that are looking to make a choice of whether or not they wish to be customers.

Regards

Adam

 



Edited by adam on 06 September 2010 at 17:28
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