Does Silverfast Support answer emails

[andrewl]

I recently purchased siverfast AI studio but when it was installed I found it only runs as plain vanilla silverfast with no studio features. I tried following instructions from this forum( but not documented in any literature from silverfast) - reinstalled the programme, went to the credits box and attempted to activate silverfast studio but no luck at all. I have sent two emails to Silverfast support over the last week - they respond with a ticket number - the latest ticket number being 20050712010 but there is no actual response. I cannot believe that a legitimate company has such poor support - it almost makes microsoft look good. Maybe they are snowed under with requests for help in which case they should tell people it will take at least a week to respond to requests, rather than saying , as they do "A ticket has been opened to answer your customer support request most swiftly". In the meantime can someone from SF please help me get what I paid for i.e. Silverfast Studio.

[President_LSI]

Support Response

Dear Andrew,

I would like to apologize for the late response. This should not happen! I will investigate why you got tickets but no actual reply. I will get the responsible support employee to look into your problem first thing in the morning!
Be assured, your problem will be solved quickly!

best regards

Karl-Heinz Zahorsky
President & CEO
LaserSoft Imaging

[LSI_Noack]

Dear Andrew

there are in fact two tickets concerned with your request in our ticket system: 200507100986 and 2005071201071.

You problem had been addressed already before your posting - is this a temporary overlapping or a problem with your second email account?
Anyway, I did resend the email to both of your accounts.

Please don't hesitate to contact us again if you run into further trouble.

Best regards
Sonny Noack
- Manager Technical Support, LaserSoft Imaging AG -

[andrewl]

I received an email today which fixed the problem - I had been given an incorrect serial number. I certainly never received any emails prior to my posting on this forum. I appreciate the prompt response to the posting and take back my comparison of Lasersoft with another well known soft ware company. Thanks for the help.
Andrew

[LSI_Noack]

Dear Andrew

I am glad that you now can be productive again with SilverFast.

Kind regards
Sonny Noack
- Manager Technical Support, LaserSoft Imaging AG -