Purchased a MemoQ license 2 days ago and still waiting for the sales team to give me my serial No.
Thread poster: Guy Halperin

Guy Halperin
Israel
Local time: 22:07
Member (2017)
English to Hebrew
+ ...
Jun 4, 2017

Hello Kilgray,

After I purchased the license for 616$ (!), all I received was a message saying a ticket was opened with 'normal' priority and that a sales representative will contact me to give me my serial number (...).

First of all, why the hell do I need to wait for a representative to contact me for this?! There are numerous secure technologies which are used by literally every digital product creator on the planet, to immediately and safely deliver serial numbers to customers. it's not 1996 anymore Kilgray...

Secondly, How much longer do I have to wait ?! I've received FAR superior customer service for products I bought for 30$, unlike this 616$ punch in the nuts.

Ridiculous.


[Edited at 2017-06-04 10:58 GMT]


 

Thomas T. Frost  Identity Verified
Member (2014)
Danish to English
+ ...
Kilgray support is getting worse Jun 4, 2017

I'm not impressed by their support either. Some of their support staff are good and professional, but others often seem to be looking for excuses for not fixing problems in software or documentation, an attitude that is utterly incomprehensible to an old mainframe specialist like me, as we always addressed problems as fast as possible, often the same day.

Even when they accept there is a problem, it mostly takes ages to get it fixed, and it may never get fixed. They have just released version 8 and 8.1 this year, but a large number of problems reported ages ago have not been addressed in that release, and they have ruined the Shift+F3 function to toggle case and stubbornly refuse to roll it back to something workable. So I’ll stay on version 2015. One of my largest clients told me they have had a lot of problems with the new version.

When I had a very urgent problem a couple of months ago, I set my support ticket to "Critical" (I have paid for support), but once the support guy who first reacted had gone home in the evening, nobody dealt with the ticket until he returned to his shift at the end of the afternoon the next day, even if I opened at least two more "Critical" tickets asking for others to step in. When I opened another ticket asking for clarification of how they understand "Urgent" and "Critical", I was completely ignored. Apparently the urgency labels have no effect on how they deal with tickets.

I'll let my support licence expire later this month, as they are not delivering their end of the deal.

Your experience is unfortunately symptomatic of the state of their support and their attitude to their clients. It looks like a poorly managed organisation to me.


 

Kristina Cosumano  Identity Verified
Germany
Local time: 21:07
Member (2015)
German to English
It's a long holiday weekend in Europe Jun 5, 2017

I can't comment on their particular situation, but parts of Europe observe a legal holiday today (Monday) and many businesses get a long weekend out of it. It may simply be a case of bad timing.

 

Katherine Mérignac  Identity Verified
France
Local time: 21:07
Member (2004)
French to English
Positive experience Jun 5, 2017

FWIW, my experience of MemoQ and of their support has only ever been positive (been using it for 7 years), I agree that your situation is less than ideal, but I don't want only negative comments to take over this thread.

When I've had to contact support they've generally been around and answering late into the evening, long after I've turned in for the day. I appreciate it's not the same for everyone, but have always found getting in touch with them much easier than I ever could when using Trados.

[Edited at 2017-06-05 08:23 GMT]


 

Guy Halperin
Israel
Local time: 22:07
Member (2017)
English to Hebrew
+ ...
TOPIC STARTER
Still, no replay from kilgray Jun 5, 2017

Since I opened the thread, I sent an Email directly to their sales manager for the middle east, Mr. Bernardo Santos.

I have yet to receive a reply from him, and a few moments ago I sent a copy of this Email to the entire management team at Kilgray. If that doesn't solve the issue, I don't know what will...

This is outrageous!

This is a *digital* product! As a customer who just paid 616$ I shouldn't have to coordinate my purchase to whatever Holiday it is in Europe right now. excuse me, but that is a ridiculous clam. This is why digital merchantry exists in the first place...(!)




[Edited at 2017-06-05 09:54 GMT]

[Edited at 2017-06-05 09:54 GMT]

[Edited at 2017-06-05 09:54 GMT]

[Edited at 2017-06-05 09:55 GMT]


 


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Purchased a MemoQ license 2 days ago and still waiting for the sales team to give me my serial No.

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