Is EA not responding to support requests anymore?

[mse]

It seems that there is a failure in some feedback from Sparx Systems when it comes to bug reporting. Has anyone else noticed this? For example, you can create a bug report, but there is no response, not even automated, that they at least go the request. And these are for issues clearly reproducible and deviating from official documentation.

[Paolo F Cantoni]

It seems that there is a failure in some feedback from Sparx Systems when it comes to bug reporting. Has anyone else noticed this? For example, you can create a bug report, but there is no response, not even automated, that they at least go the request. And these are for issues clearly reproducible and deviating from official documentation.

Hi mse,

I submitted two defect reports via the Web site yesterday, and will be submitting some more today.  Overnight, I DID NOT receive the usual automated response.  I may re-submit them via direct email today.
However, I HAVE interacted with support staff on past issues in the last few days.
Hopefuly we can get this lack of feedback resolved quickly...

Paolo

[Edit:  Minutes after submitting the post, I got contacts from Sparx regarding the two issues I reported.  However, NO automated responses... ]

[TomO]

Hi All,
Thanks for the update - we will look into what could be happening with the support response emails. We will hopefully have it resolved by early next week.

Tom

[mse]

There is still no response. My issues are very basic ones too, and they are reproduceable just by following the EA documentation. I will start looking for alternatives to EA and will recommend against purchasing additional licenses of the product since we cannot use it for its intended purpose.

References:

https://sparxsystems.com/enterprise_architect_user_guide/17.0/model_simulation/create_objects_in_a_simulation.html#:~:text=Manually%20Create%20an%20Object,the%20diagram%20as%20an%20instance

https://stackoverflow.com/questions/71786449/how-does-action-pin-work-in-simulation-of-an-activity-diagram-in-enterprise-arch

[Paolo F Cantoni]

There is still no response. My issues are very basic ones too, and they are reproduceable just by following the EA documentation. I will start looking for alternatives to EA and will recommend against purchasing additional licenses of the product since we cannot use it for its intended purpose.

References:

https://sparxsystems.com/enterprise_architect_user_guide/17.0/model_simulation/create_objects_in_a_simulation.html#:~:text=Manually%20Create%20an%20Object,the%20diagram%20as%20an%20instance

https://stackoverflow.com/questions/71786449/how-does-action-pin-work-in-simulation-of-an-activity-diagram-in-enterprise-arch

Sorry to hear that...
Have you tried emailing support directly at [email protected]? Over the last few days, I have interacted with at least two front-line support people, who in turn have interacted with second-level support staff.

Paolo

[mse]

At least twice so far. I even think my second request was by accident. So there might be a duplicate request out there. I have even a request from 5 years ago or so that never was resolved. There was just a mention of "it will be fixed in the next version".