A little bird told me their support department is basically a mess right now - it's not really the fault of the individuals staffing the front lines but the entire process is sort of broken. Like many of you, it seems, I'll send a report/question and wait at least a day before just getting back an acknowledgement of receipt. An actual set of human eyes reading it and getting back often takes at least another day often telling me they'll "ask the engineers", with a first pass answer taking anywhere from a couple more days to decidedly longer. That's why I tell staff here to carefully consider your question and make it concise, clear and descriptive since the turnaround on "what distro are you running?" return emails will kill another couple of days right there. They desperately need to address this. Our financials guy just got the bill for another year of support and he's on the warpath(understandably) when he's paying a ton of money for laggy support.
J.C. On Fri, Mar 25, 2016 at 3:04 PM, Thorsten Kaufmann < [email protected]> wrote: > Got to agree sadly. Had an old support ticket that i was late on revived > recently, after a week i opened another ticket to see if maybe the > migration to the new system went wrong, which was not the case it seemed. > Was supposed to go to "technical staff" and have not heard for another week. > > > Cheers, > > Thorsten > > > --- > Thorsten Kaufmann > Production Pipeline Architect > > Mackevision Medien Design GmbH > Forststraße 7 > 70174 Stuttgart > > T +49 711 93 30 48 661 > F +49 711 93 30 48 90 > M +49 151 19 55 55 02 > > [email protected] > www.mackevision.com > > Geschäftsführer: Armin Pohl, Joachim Lincke, Jens Pohl > HRB 243735 Amtsgericht Stuttgart > > --- > *VFX:* Game of Thrones, Season 5 – VFX making of reel > <https://vimeo.com/133433110>. > *TWITTER | ADOBE BEHANCE:* Follow us on Twitter > <https://twitter.com/Mackevision> and Adobe Behance > <https://www.behance.net/mackevision>. > ------------------------------ > *Von:* [email protected] < > [email protected]> im Auftrag von Randy Little < > [email protected]> > *Gesendet:* Freitag, 25. März 2016 19:58 > *An:* Nuke user discussion > *Betreff:* Re: [Nuke-users] Foundry support speed > > Unfortunately, this is just my perception. I don't think Carlisle Group > sells things its sees a growth market. No investment group does. So I > would imagine the current investment group is making financial demands that > either requires money in new places for growth (r&d?) or is going for > growth via cuts or not hiring more people as support demand grows. I could > be 1000% wrong and probably am. > > Randy S. Little > http://www.rslittle.com/ > http://www.imdb.com/name/nm2325729/ > > > > On Fri, Mar 25, 2016 at 2:47 PM, Howard Jones <[email protected]> wrote: > >> Was thinking exactly the same yesterday >> >> Howard Jones >> VFX Supervisor and Founder >> axisVFX >> >> > On 25 Mar 2016, at 6:07 pm, Hugo Léveillé <[email protected]> wrote: >> > >> > Is it me or The foundry support speed had dropped considerably over the >> > last year or 2? I used to get answers the same day that I made my >> > ticket, not it takes weeks.... >> > >> > -- >> > Hugo Léveillé >> > _______________________________________________ >> > Nuke-users mailing list >> > [email protected], http://forums.thefoundry.co.uk/ >> > http://support.thefoundry.co.uk/cgi-bin/mailman/listinfo/nuke-users >> >> -- >> >> >> >> *A X I S V F X* >> >> The Bottle Yard Studios >> >> Whitchurch Lane >> >> Bristol BS14 0BH >> >> >> >> axis-vfx.com >> _______________________________________________ >> Nuke-users mailing list >> [email protected], http://forums.thefoundry.co.uk/ >> http://support.thefoundry.co.uk/cgi-bin/mailman/listinfo/nuke-users >> > > > _______________________________________________ > Nuke-users mailing list > [email protected], http://forums.thefoundry.co.uk/ > http://support.thefoundry.co.uk/cgi-bin/mailman/listinfo/nuke-users >
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