This morning, I needed technical support after purchase of a Vue upgrade. I filled out all the pertinent information in the Technical Support form (after trying to help myself for an hour). Then sat back to become a little steamed up about the whole mess. ("Crup! I thought. I can't even get the purchase to work right, and I probably won't get help before my download link expires. Then what?") (Standard frustration level....) But, suddenly, an e-mail answer to my questions ("What causes this problem?" and "What can I do to fix this?") popped up. It was a polite anser, and it was signed with the name of the technican making the reply. Even though the average time for a response is currently posted at 28 hours and some minutes, I received a fix for my problem within 10 minutes. As far as I'm concerned, Vue Technical Support seems to be a pretty professional operation. The directions for filling out a help request are clearly written and the form is easy to fill in. The current "average response time" is constantly posted, so a person knows how long they may have to wait to receive an answer. The average response time (at 28 hours at this writing) is reasonable, given the number of people currently making requests and the complexity of their questions. The response appears to be curteous and the name of the technician making the response is given, so that a follow-up can be conducted if needed. E-On Software technical support gets an "A" grade in my book.

The technicians at E-on in France, in my experience also, were very helpful and quick in response.

Every issue ive had has been successfully sorted

BTW, I should mention that the problem was E-On's (not mine), and they did fix that problem.

I too have had what I consider excellent tech support form them. My issue took many days to sort but that was as much to do with what was acceptable to me as it was to do with them.

                                   A*  from me!!

Most issues, IMO, have to do with their own computer and lack of ram and speed IMO.  Vue neeeeeds a beast.

I also had good experience with them...no more than 2 days.

Luckily (for me) I have never needed to contact support for V5I. (I'm fairly tolerant of glitches/crashes, which I usually put down to my own mis-using of the program and/or lack of suffucient resources on my PC).

However, I'm very pleased to see a thread praising e-on's tech support! It's so rare..

Usually what you get are rants about lack of support. This thread greatly cheers me, being (for once) supportive and giving kudos.

BTW - I have absolutely no connection (financial or otherwise) with e-on, apart from the fact that I bought V5I from them.

Nice thread, forester:-))

Cheers,
Diolma

Mmmm.... not for me. I posted several Vue 5 and xstream problems (4 to be exact), and the average turn around time is about a week, and till now, non of these problems are being solved....

hch

I have to say, I, too, have had excellent experience from Tech Support at e-on. I believe if you can provide a detailed report and recipe demonstrating the problem, it becomes much easier for tech support to either solve, or confirm the bug.

Found that support time varies, even when filling in the support form. Worst so far, a bug report in VUE4 that still hasn't been answered, best sofar an update problem with V5E that was solved within minutes and included a callback from the Paris office by the tech. who had been working late and was on his way home (Friday 8pm) when he heard the phone ring.

Ofcourse calling E-on's Paris office isn't the cheapest solution, but if you really need that problem fixed ASAP then spending $10 or $20 on a call isn't that much, come to think of it in these days of Skype and clones you can talk to them for 50c an hour from wherever you are.