Sparxsystems Support Responsiveness

[davewatkins]

I'm a new user of Enterprise Architect. I bought a few of the Business & Software Engineering licenses to evaluate the product for my company. The product looks good, but it's been almost impossible for me to get a response back from Sparx Support. I'm having an issue getting the Oracle ODBC driver to work (test works, but then crashes). I've emailed 4-5 times starting back in August, and so far I only got 1 email back and their suggestion didn't resolve the issue. I'm so frustrated at this point, and I'm wondering if that's just way support is. Am I wasting my time?

[Aaron B]

Hello Dave,
Your support request is being investigated and we have tried sending responses, but there appears to have been problems with your mail server.  We are now trying to use the alternate email address you provided this morning and you should hopefully now have a response from our support team.

[Steven]

The only time Sparx was not responding to me within 24 hours was due to the weekend. Other then that I got to say that the combination of the help-file, this forum and the support from Sparx itself has never let me down yet for the last 7 years I am using EA.

[Geert Bellekens]

I have the same experience as Steven.
I've always had at least a confirmation mail the next day, and follow up mails shortly after that.

Geert

[SomersetGraham]

Me too

[davewatkins]

Got the response. Thank you very much Support and EA Users!! I really appreciate your quick reply. It just didn't make sense that I wasn't getting anything back. I'll investigate the issue with my corporate email blocking, but in the meantime, I'll use my Gmail account. Thanks again!