Has anyone else had problems with Vue's tech support? I can't get them to answer my submissions in the support forum or even emails. Without some kind of help, I can't even use the program.

When I launched the other day, I was notified of a new update for Vue 5 Infinite. Trying to install it, I got the error message that my application was corrupted and I needed to re-install it. So I re-installed it and now it won't recognize my serial number and tells me that I have to contact Vue to get a new one. And it won't launch unless and until I do.

But the people at Vue just simply ignore anything I've sent them. I'm so fed up with this program and the people running and selling it that I want Bryce to hurry up and implement Poser imports without DAZ studio intervention.

I have quite a different story - all my dealings with Vue have been very productive

I am based in Scotland, so the nearest e-on software tel number was France ( check their website)[ they speak great english!] - they have been very helpful with every request for help ( I recently had to recover some frames that i thought may be lost but they sorted it all out )

Try giving them a phone call?

Can't afford to call France.

The best way to get support from Tech Support @ e-on is to put in a support ticket. The forums there aren't really for technical support and they say on the website that they can't provide tech support via email.

If you go to the e-on website, click on "Customer Care' and then "Contact a Technician". Have your system specs and your Vue serial number handy.

I can't fault their tech support either, I've had excellent service from them and the problem I had was sorted to my satisfaction. It might not have been quick with E-mails to-ing and fro-ing but it was resolved!

Hope it gets better for you!

Djeser is correct - the way to get a pretty rapid response from e-on is to contact the Support people directly. Not just post something on the Forum. I've had a very good experience with tech support on the few occassions that I've needed it. As nearly as I can tell, their Tech Support desk is manned almost around the clock, or if not, they certainly get right to the job when those people come into work in the morning. So, it sounds like you do indeed need help, and this is a job for Tech support. It just needs getting your request to the right people so that they can act on it it.

Quote - The best way to get support from Tech Support @ e-on is to put in a support ticket. The forums there aren't really for technical support and they say on the website that they can't provide tech support via email.

If you go to the e-on website, click on "Customer Care' and then "Contact a Technician". Have your system specs and your Vue serial number handy.

This is what I got when I did just that...put in a support ticket; please note that it says the response  will be answered in the DISCUSSION GROUP. (yes, I checked the box to send the response to my email. so far it hasn't even been posted in the discussion group...2 days later)

This e-mail is to confirm that your message to e-on software online support services has been succesfully logged as issue #1150819752.

A technician will normally post a response to your question on the discussion group by the end of the next business day. If you checked the appropriate box, a copy of this response will also be sent to your e-mail address.

Please note: although we do our best to ensure timely responses to your questions, we occasionally receive a very large number of messages, and it may take a little longer to get your response. Thank you for your understanding.

You can view your message here:
http://www.e-onsoftware.com/support/ShowMessage.php?id=1150819752
Please note that there can be a 30 minutes lag before your message is visible in the discussion group.
The response to your question will appear on the same page. We recommend that you bookmark the page for easy access.

This message was sent to jbandsma@gmail.com because you checked the box "Would you like an e-mail confirming that your message was properly processed?" when you posted your question.

Thank you for using our online support services. We hope you were fully satisfied with this service.

Quote - So, it sounds like you do indeed need help, and this is a job for Tech support. It just needs getting your request to the right people so that they can act on it it.

I don't believe any more that the 'right' people exist at e-on.

Thanks for the further information, Chinacat. It helps to know the full story. Sorry about this - your frustration seems entirely justified.

Chinacat, the "discussion group" means the tech support ticket and subsequent discussions on that ticket. This is usually between the customer and a tech support representative, although I think other folks that have had a similar problem can add to the thread. They don't mean the registered user forum or anything like that.

In addition, on the tech support info page, it says clearly that responses are within 48 hours. It looks from your ticket time that it's been about 24 hours? Maybe you could give them a chance to respond within the timeframe they state?

Yes, it's unfortunate that their text makes it sound like the registered user's forum is where your ticket is discussed, but that is not correct.

I've had great support for tickets i submitted, but have not needed support for several months now - so i don't know how it is currently.

The only way to get support is through that support ticket system. Email is definetly out (as they state on their site) and the support staff don't (officially) read any forums (theirs or others). Their job is to respond to tickets, not work the forums.

I've always gotten a detailed email with a fix or request for specific info, samples, etc. from their support within 24 hours of that automatic email you got - usually sooner. Whenever i needed to responded to that detailed email, i got responses back in a couple of hours.

I did notice they have now added a button for reporting to tech support at the bottom of every forum page as well which I presume is an attempt to help people find the right way to report issues.

Just a thought, chinacat, did you try giving Vue the serial that starts with VUExxx, or the one that starts with INSTxxx? it's the VUExxx you need to enter.

Quote - Just a thought, chinacat, did you try giving Vue the serial that starts with VUExxx, or the one that starts with INSTxxx? it's the VUExxx you need to enter.

Yes, of course. The support ticket won't even open without it.

Ok, sorry.

uninstall vue, delete all the files and traces of it in folders and the registry. It should be able to be installed with the old serial # after that.

In my experiences with E-on, they are by far the worst company for support. I have Lightwave, they called me at home to solve a minor problem, that's service.  E-on's biggest downfall is their support.

I clicked on your support ticket link again, Chinacat, and saw that Matt River from e-on software had already gotten with you and helped you to resolve your issue. And it looks like they were able to help you pretty promptly, in fact, within about 25 hours. I think it would have been fair for you to follow up here and post about the support you received and how quickly your problem was resolved.

Thanks for letting us know, Christie. A lot of us were indeed watching this thread to learn the current status of tech support. Its nice to know that e-on tech support is not as bad as was claimed here.

Quote - In my experiences with E-on, they are by far the worst company for support. I have Lightwave, they called me at home to solve a minor problem, that's service.  E-on's biggest downfall is their support.

On the flip side....   I've been a Newtek customer for over ten years, and unfortunately MOST of the time I've find their customer service to be lousy. E-On tends to be slow, but I've had to contact Newtek for one issue MANY times (via e-mail and phone) to resolve an issue. This has happened 4 out of 5 times. I'm not saying this to bash Newtek at all, just showing that at times even the companies that supposedly have great support are not all that great with everyone.

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Another reason it would have been good for Chinacat to return to this thread to let us know that the problem is resolved is that a lot of us will keep trying to help our fellow Vue'ers until the problem is resolved. (At least one person posted here after the issue is supposedly concluded. This last was a good post, by CobraEye. I tried this myself now, and this little technique of a complete uninstall in the Windows registry does appear to work.) Anyhow, if the person with a problem does not return to say that the issue is resolved, the rest of us trying to help have no way to know when to stop.

Quote - I clicked on your support ticket link again, Chinacat, and saw that Matt River from e-on software had already gotten with you and helped you to resolve your issue. And it looks like they were able to help you pretty promptly, in fact, within about 25 hours. I think it would have been fair for you to follow up here and post about the support you received and how quickly your problem was resolved.

Ever heard of people going out of town and not taking a computer? I just got back and now see that I'm being castigated for not posting here the minute the problem was 'solved'.

Pardon me for having just a bit more of a life.

Chinacat...    I don't see what the problem is. They got back to you in about 25 hours. Did you expect an instantaneous response? And it seems like they solved the main problem of you running the program. I assume everything is okay now?

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