Mobile menu

SDL Trados support without a support contract?
Thread poster: Kirsty Mason
Kirsty Mason  Identity Verified
United Kingdom
Local time: 05:40
German to English
May 9, 2007

Hi,

I have recently downloaded and installed SDL Trados 2007 Freelance on a new PC. I have used Trados for several years and have never needed technical support, so did not purchase a support contract.

Now I am unable to use the SDLX part of my new installation (although Trados works fine), and I sent a message to Trados support. Since I don't have a support contract, I cannot expect a reply within a defined time period.

My questions are thus:
- Has anyone ever received a reply from Trados support regarding a technical issue if they do not have a support contract?

- If I can't work the software for a technical reason and it is therefore effectively useless without any support, doesn't the obligatory purchase of a support contract for an additional 50%, simply to be able to use the software seem a bit cheeky? - I am a loyal customer who has paid for something that doesn't work, and in order to get it to work I have to pay a considerable amount more?

I don't mean to sound wholly disparaging towards SDL/Trados, but I genuinely want to know whether anyone has had a similar experience and where I stand with this as a consumer.


Direct link Reply with quote
 
Michael McCain  Identity Verified
France
Local time: 06:40
Arabic to English
+ ...
I usually receive answers within a few days... May 9, 2007

...except, miraculously, in cases where I end up resolving the issue on my own or through web queries.

Direct link Reply with quote
 

Giles Watson  Identity Verified
Italy
Local time: 06:40
Italian to English
What's your problem, Kirsty? May 9, 2007

Kirsty Mason wrote:

Hi,

I have recently downloaded and installed SDL Trados 2007 Freelance on a new PC. I have used Trados for several years and have never needed technical support, so did not purchase a support contract.

Now I am unable to use the SDLX part of my new installation (although Trados works fine), and I sent a message to Trados support. Since I don't have a support contract, I cannot expect a reply within a defined time period.



Hi Kirsty,

Like Michael, I have had a good response from SDL to my occasional problems. That said, in most cases I have been able to clear things up by checking the Customer Help knowledge base (sdl.custhelp.com), the ProZ forum or the TW_users group (http://tech.groups.yahoo.com/group/TW_users).

For example, if you're having problems with the SDLX licence, this Answer might be of some use.

HTH

Giles


Direct link Reply with quote
 
Kirsty Mason  Identity Verified
United Kingdom
Local time: 05:40
German to English
TOPIC STARTER
Thanks May 9, 2007

Thanks for the replies, it is reassuring to know that it is possible to get a reply, before I feel compelled to splash out on the support contract. It's possible that I haven't got a reply for other reasons- i.e. the problem is not an SDL issue, but it would be nice to know.

I should have mentioned that I had already tried the Knowledgebase.

One of my problems is the following:

http://www.proz.com/post/559174#559174

Now I have an additional issue in that I have had problems with my (brand new) PC and have continually had to reinstall all my software so often that I can no longer activate the SDL/Trados license due to over-use. Again, I didn't know whether to wait indefinitely for a reply or whether a support contract would help, but I shall continue to be patient.


Direct link Reply with quote
 


To report site rules violations or get help, contact a site moderator:


You can also contact site staff by submitting a support request »

SDL Trados support without a support contract?

Advanced search


Translation news related to SDL Trados





Déjà Vu X3
Try it, Love it

Find out why Déjà Vu is today the most flexible, customizable and user-friendly tool on the market. See the brand new features in action: *Completely redesigned user interface *Live Preview *Inline spell checking *Inline

More info »
PerfectIt consistency checker
Faster Checking, Greater Accuracy

PerfectIt helps deliver error-free documents. It improves consistency, ensures quality and helps to enforce style guides. It’s a powerful tool for pro users, and comes with the assurance of a 30-day money back guarantee.

More info »



All of ProZ.com
  • All of ProZ.com
  • Term search
  • Jobs