Tobias Ernst Support Case Id : 00567661. Support case has been logged for your assistance. Please check your SDL Community email address for updates.

Thank you very much Paul for quick reaction. The support team activated my license today. Once again, THANK YOU!

Aleksandra Rawska

Glad to hear it... although I think you responded to the wrong post.

Well, my problem was also solved by the support team. I do not quite get the point of this having to go through a public online forum, and this is not really a good customer experience, but my problem was solved quickly even though it was weekend. Thank you for that.

Tobias Ernst

Tobias Ernst said:

I do not quite get the point of this having to go through a public online forum, and this is not really a good customer experience

Well... first of all if you want to have 1:2:1 contact with the support team you should purchase a support contract and then you will have what you'd prefer.

If you don't then then you have to request support in the way we choose to provide it.  We do it this way because the majority of requests do not actually require assistance from a support engineer at all.  So when you type your question in you will be presented with possible solutions, and this means you may be able to help yourself faster than waiting for us anyway.  It also means we don't have to tie up support engineers who would be better employed on other tasks.

If you do really need help then we can arrange this quickly and painlessly as we have done here as well.

As I said, I am happy with the quick and desired result, but not with the process.

I knew from the beginning that I did nothing wrong, but that the license protection system failed. I did not need support in the sense of finding out how to do something specific with the software. I needed you to remove havoc that you created by yourself on purpose.

Since I have no support contract, it is totally OK that I initially get taken through an automated self-help system that sorts out what kind of problem I have and makes sure that I have one of the very few problems that indeed require your attention even though I have no support contract. This automated system first advised me to reset my license. Then I did the automated license reset procedure, in response to which the system determined that I was denied to do that due to alleged overuse. The system itself then suggested that I write an e-mail to support. At this point, the system should have allowed me to write such an e-mail or to lodge a ticket because it was absolutely clear that an intervention by the support team was necessary. But the link "write an e-mail to support" actually led to this forum. I was forced to disclose sensitive information, i.e. the circumstances as to why I did so many license resets, to the public.This has a bad taste to it in terms of data protection. Furthermore, by using the public forum, you create the impression as if you did me a great favor in responding to my query so quickly despite me having no support contract.

But in reality this is just a very disdainful attitude towards your customers and their rights. I bought a product from you, I have a valid license that grants me the right to use the software, and if the software comprises code that purposefully bars me from exercising this right on no legal basis (in my case), then you are legally obliged to remedy the situation without charging me for that. I.e., I do not need to buy a support contract for that. And the procedure to achieve that goal should be straightforward, otherwise this could be found to violate consumer protection and/or fair competition laws.

As I said, in the end the procedure turned out to be if not straightforward, then at least quick, and I am now fine. So I'd suggest we keep it at that. Any further argument would use your time, which I do *not* have paid for as I have no support contract :-). If you want, you can appreciate my feedback that this procedure is not very consumer friendly, and that at the point when the automated system denies a license reset, a direct communication channel should be provided. Or you can ignore this feedback. It is entirely up to you :).

Tobias Ernst

Tobias Ernst said:

I knew from the beginning that I did nothing wrong

Sometimes it's the case... sometimes it's not.  We at least need to have the opportunity to see this first since not all users are able to make the correct assessment of their situation.

Tobias Ernst said:

I was forced to disclose sensitive information

Nonsense.  You only had to explain the technical problem you were having.

In general the process we have for supporting our customers works well.  I'm sorry you don't like it and I'll ensure we add this to all the feedback we get when reviewing our processes on a regular basis.

I see the necessity to screen user requests for those that are relevant. I just don't understand why it has to take place in a public forum. You could screen requests that came from the license reset system non-publicly and simply send a standardized answer to everyone who does not qualify for a response. And nonsense? This forum now has my real name (personal data under GDPR) connected with the info that I was having licensing and hardware issues, which could negatively effect how a client or employer views me. I agree this is a bit far-fetched because no client would look here, just as the whole data protection stuff is a bit far-fetched in my personal opinion. But it is binding law in the EU, and I have the right under GDPR of this info to be deleted from this forum. I could send you a request under GDPR (I would have to do this via registered letter to your legal address, thereby creating a huge amount of cost, since you have disabled all other means of contacting you except for the public forum, which is not the right place for legally relevant communications). I do not make such a request under GDPR at this point merely mainly I actually value the software you provide and am thankful that you sorted my issue out so quick, and so I don't want to ruin our business relationship :-). But if you think this is nonsense you should really reconsider. There must at least be one channel in which a customer and vendor can communicate in private. You can put as many automated defense lines into that channel as you want, but ultimately, there needs to be a means for sending a valid communication in private. Forcing your contracting parties onto a public forum is not a good thing to do and as soon as someone is really p*** off about this, you could be in for legal trouble.

Tobias Ernst

Tobias Ernst said:

I just don't understand why it has to take place in a public forum.

The reason for this is because many users find the answers to their questions before they even have to ask them.  If we dealt with every question anyone asked behind closed doors it would not only take a mammoth support organisation operating at a loss but nobody would have the opportunity to learn anything.  All you have to do is this:

1. provide the version of Studio you're using
2. explain the technical problem... we're really not interested in all the rest

We even point this out here:

Tobias Ernst said:

and simply send a standardized answer to everyone who does not qualify for a response.

We've been there, done that, and trust me it does not work!  If you didn't believe us what would happen next?

Tobias Ernst said:

But if you think this is nonsense you should really reconsider.

I agree with your sentiments on GDPR and you had to accept the requirements before you posted.  You could easily change your details that are displayed in this forum if you wanted.  You could also request we delete everything and we would happily do this.

Tobias Ernst said:

There must at least be one channel in which a customer and vendor can communicate in private.

There is.  Once the support request was created you are now speaking direct via email to the technical team and not in public.  So all you have to do is provide the minimum information required to help solve/create the case.  After that we either provide the solution because it didn't really need to go to support in the first place, or we send you to support.

Tobias Ernst

Tobias Ernst said:

I just don't understand why it has to take place in a public forum.

The reason for this is because many users find the answers to their questions before they even have to ask them.  If we dealt with every question anyone asked behind closed doors it would not only take a mammoth support organisation operating at a loss but nobody would have the opportunity to learn anything.  All you have to do is this:

1. provide the version of Studio you're using
2. explain the technical problem... we're really not interested in all the rest

We even point this out here:

Tobias Ernst said:

and simply send a standardized answer to everyone who does not qualify for a response.

We've been there, done that, and trust me it does not work!  If you didn't believe us what would happen next?

Tobias Ernst said:

But if you think this is nonsense you should really reconsider.

I agree with your sentiments on GDPR and you had to accept the requirements before you posted.  You could easily change your details that are displayed in this forum if you wanted.  You could also request we delete everything and we would happily do this.

Tobias Ernst said:

There must at least be one channel in which a customer and vendor can communicate in private.

There is.  Once the support request was created you are now speaking direct via email to the technical team and not in public.  So all you have to do is provide the minimum information required to help solve/create the case.  After that we either provide the solution because it didn't really need to go to support in the first place, or we send you to support.