Fatal file issue with DOCMs/SDL phone support not available: how can I despite this technical error
Thread poster: Sebastian Witte

Sebastian Witte  Identity Verified
Germany
Local time: 11:22
Member (2004)
German to English
+ ...
Oct 29, 2014

... message displayed in the support portal file a SDL Trados support case?

It's urgent, Support is really not picking up the phone or calling me back after I left 2 messages because the customer needs the deliverables ... (I have sent him a TMX and XLIFFs instead but I doubt he will be able to do much with those ...).

I get these error messages in the support portal even when entering some PSMA number there. Even then.

What is this?

The actual file issue is to do with DOCMs processed in Studio 2014 that won't open - at all.

Best regards,

Sebastian Witte

[Edited at 2014-10-29 10:55 GMT]


Direct link Reply with quote
 

Sebastian Witte  Identity Verified
Germany
Local time: 11:22
Member (2004)
German to English
+ ...
TOPIC STARTER
I have been able to get a hold of an agent Oct 29, 2014

at SDL support headquarters, UK now.

She has been able to get one Word file under control during a remote session.

The other two she is attending to.

She has also suceeded in filing a support case in the portal.

I am still a bit unsure why SDL support, Stuttgart, never called me back, even if just to discuss the technical error message with the DOCM format and subsequently escalate the issue within the group, should they have been stumped about the error when hearing about it in their voice messaging system for the first time (?)

Well, let's see what happens. If only I knew when the end customer deadline that our customer needs to meet is ...

Sorry for the little outburst there.

Best regards,

Sebastian Witte

[Edited at 2014-10-29 12:00 GMT]


Direct link Reply with quote
 

SDL Community  Identity Verified
United Kingdom
Local time: 11:22
English
Contacting Support Oct 29, 2014

Hi Sebastian,

Just thought I'd follow up on this. If you have a support contract then you also have an escalation procedure as part of that, and it's not the telephone. The support teams today operate a centralised support system so you should always follow the proper escalation process if you want a speedy response.

If you go to your MySDL account you'll find the escalation process under Support. Using this route, if your case is not picked up in the time you think it should be, always ensures it is seen to appropriately.

Regards

Paul


Direct link Reply with quote
 

Sebastian Witte  Identity Verified
Germany
Local time: 11:22
Member (2004)
German to English
+ ...
TOPIC STARTER
Thanks for your comment, Paul Oct 29, 2014

SDL Support wrote:

Hi Sebastian,

Just thought I'd follow up on this. If you have a support contract then you also have an escalation procedure as part of that, and it's not the telephone. The support teams today operate a centralised support system so you should always follow the proper escalation process if you want a speedy response.

If you go to your MySDL account you'll find the escalation process under Support. Using this route, if your case is not picked up in the time you think it should be, always ensures it is seen to appropriately.

Regards

Paul



Thank you for your comment. I think the real issue, however, was that SDL Stuttgart wouldn't call us back after I had told them that a technical error made the entire support case system unusable for us.

Hadn't it been for my idea to call Support Headquarters under a UK number (the real location where the actual frontline work is done is seemingly elsewhere thanks to forwarding the call to that other country), where an English-speaking agent managed to fix the support case system for me by way of remote access, I would never have gotten anywhere in time regarding the tight deadline.

But anyway, there is now a lot of work being done under the support case successfully created (second remote support session with German-speaking agent just ended and he is now handling the case with a whole load of files he collected from my computer) and I am starting to relax again, too.

Have a nice day, Paul.

Best,

Sebastian

[Edited at 2014-10-29 12:42 GMT]

[Edited at 2014-10-29 13:00 GMT]


Direct link Reply with quote
 

SDL Community  Identity Verified
United Kingdom
Local time: 11:22
English
The real issue Oct 29, 2014

Hi Sebastian,

I have to disagree with you here. There is a process for escalating support that does not require the use of the portal. This process is designed to be effective and when used the response is good. If you follow some other process that you think should work, but that is not hooked into the support process then there will be no guarantee it will be treated in the appropriate way.

I'm only mentioning this because it would be foolish, and probably frustrating, for anyone with a support contract to try this because they don't know about the proper route to escalate a support case. SDL is quite a large organisation today and these processes are there to help us make sure we don't cause a problem for a supported customer who believes the case is not being handled quickly enough.

So I would recommend that all customers with a support contract take a little time to make sure they are familiar with the facilities available to them. These are documented in the MySDL section under support.

Regards

Paul


Direct link Reply with quote
 

Sebastian Witte  Identity Verified
Germany
Local time: 11:22
Member (2004)
German to English
+ ...
TOPIC STARTER
Yes, I will do that Oct 29, 2014

SDL Support wrote:

Hi Sebastian,

I have to disagree with you here. There is a process for escalating support that does not require the use of the portal. This process is designed to be effective and when used the response is good. If you follow some other process that you think should work, but that is not hooked into the support process then there will be no guarantee it will be treated in the appropriate way.

I'm only mentioning this because it would be foolish, and probably frustrating, for anyone with a support contract to try this because they don't know about the proper route to escalate a support case. SDL is quite a large organisation today and these processes are there to help us make sure we don't cause a problem for a supported customer who believes the case is not being handled quickly enough.

So I would recommend that all customers with a support contract take a little time to make sure they are familiar with the facilities available to them. These are documented in the MySDL section under support.

Regards

Paul


Thanks, I will do that. I will thoroughly familiarize myself with the respective documentation available in the MySDL section under support.

On another note, I have just delivered to the customer thanks to the hard and focused work of the SDL support specialists.

Much appreciated. And obviously I expressed that with quite some enthusiam over the phone to them.

Best regards,

Sebastian Witte

[Edited at 2014-10-29 15:43 GMT]

[Edited at 2014-10-29 15:44 GMT]


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 »

Fatal file issue with DOCMs/SDL phone support not available: how can I despite this technical error

Advanced search







Protemos translation business management system
Create your account in minutes, and start working! 3-month trial for agencies, and free for freelancers!

The system lets you keep client/vendor database, with contacts and rates, manage projects and assign jobs to vendors, issue invoices, track payments, store and manage project files, generate business reports on turnover profit per client/manager etc.

More info »
LSP.expert
You’re a freelance translator? LSP.expert helps you manage your daily translation jobs. It’s easy, fast and secure.

How about you start tracking translation jobs and sending invoices in minutes? You can also manage your clients and generate reports about your business activities. So you always keep a clear view on your planning, AND you get a free 30 day trial period!

More info »



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