I know, I know, this isn't the place

[ctalks2004]

I still couldn't find a general feedback area, so here it goes.
I had hoped and thought IPS would have made some significant improvements in its customer resource access since my last visit. I see the three sites still don't share info or pass logins. That's a negative. I see the downloads still reports me as not having a license, although I have three and its done this same thing at least two other times. I don't submit tickets any more, choosing to muddle through with my own solutions or use alternative software, since the process of navigating the IPS network is still as convoluted as it ever was. Programmers and code writers do not make good CSRs and trouble desk reps. They shouldn't write FAQs, help files or help docs of any kind. Intelligence breeds contempt and all that. Maybe when the declining economy hits IPS, things will start to change a little bit.

CT

[Mark]

I still couldn't find a general feedback area, so here it goes.

I had hoped and thought IPS would have made some significant improvements in its customer resource access since my last visit. I see the three sites still don't share info or pass logins. That's a negative. I see the downloads still reports me as not having a license, although I have three and its done this same thing at least two other times. I don't submit tickets any more, choosing to muddle through with my own solutions or use alternative software, since the process of navigating the IPS network is still as convoluted as it ever was. Programmers and code writers do not make good CSRs and trouble desk reps. They shouldn't write FAQs, help files or help docs of any kind. Intelligence breeds contempt and all that. Maybe when the declining economy hits IPS, things will start to change a little bit.

CT

All third party resources are on resources.invisionpower.com - you can log in there, as you can on these forums with the same username and password that you use to log into the client area.
The downloads area and these forums will mark you as an active customer so long as you log in with the same details as you do in the client area - if you are having problems with that, please submit a ticket.

Perhaps you could be a little more specific about the problems you are experiencing with the ticket system? If there are particular tickets you feel have been dealt with wrongly, please give the ticket numbers and I can look those up.

In regards to articles, etc: if there is a particular article you think gives incorrect information, please point out which ones.

We obviously want you to be happy with our products, and so we are here to resolve any problems you have - remember you can always call our toll-free number and speak to someone in our customer services department.

[bfarber]

Just a note - the systems won't report whether you have a license or not, only a license with an active support contract. If you use the same login for the client area here and at the resources site, and your support contract is active, your account should be upgraded. As Mark said, if not please submit a ticket.

As for the help documentation and all of that, you'll be happy to know that us developers are not touching it with 3.0. ;) Management and support reps, as well as our customer service/sales reps, are all responsible for that, in the hopes that it will be a little easier to understand than us developers generally make it.

[Lindy]

I think your frustration may be stemming from the fact that you have two customer accounts with us. One has no active services and one has the licenses you are referring to. The account you registered with here on these forums is using the e-mail address associated with the inactive customer account - this is why the resource site does not recognize you as a customer... this e-mail address is in fact not associated with an active customer.

Please submit a ticket to our accounts department and we will be happy to get your accounts properly linked up.

Thank you. :)

[Invisionary]

remember you can always call our toll-free number and speak to someone in our customer services department.

Is there such a thing for UK (and other international) customers? I assumed we have to pay to call a US toll-free number?

[Guest]

Is there such a thing for UK (and other international) customers? I assumed we have to pay to call a US toll-free number?

I've no idea how phones work in the UK, but there's a number on http://invisionpower.com/ for customers outside the US.

[Mark]

Is there such a thing for UK (and other international) customers? I assumed we have to pay to call a US toll-free number?

If you download Skype, you can use that to call the toll-free number free of charge.