Wed, 2020-09-09 16:00
Dear SAG,
We met the issue with leaving comments and the following feed function, see screenshots.
I'm coming here to a forum like at work, every week. Because every week you just making a problem. And I spend my time for what I don't want to spend at all.
This is an enterprise-level application. Correct? And we pay for it. And it does not work.
Today it caused the very critical issue - today our SME instead of working with models saw error messages. That is not a joke, dear colleagues - there is a real project, real experts and real paid time.
So there are questions:
1. When it will be fixed,
2. How are you going to compensate for the unavailability of the application. It is very simple - we paid, and it does not work. So at least it should be an extension of the subscription for the client for all days when the application does not work.
Dear Alexander,
I am sorry that you have made bad experiences with our product. This should not happen under any circumstances and we as Software AG would like to apologize for this.
To show you our appreciation and to compensate your additional effort, I just sent you an email with what have just done for you.
Moreover, we are already investigating the issue you described and will fix it as soon as possible.
As the responsible product manager, I’m of course highly interested in preventing customers from making experiences like you. Saying that, I would like to better understand your journey until now. I was wondering, whether you would jump on a call with me to discuss that things on a bit more detail and – maybe – to solve the one or other problem directly. I would appreciate, if you'd directly answer to my email.
Thank you and best regards,
Tom
Dear Alexander,
the issue is solved now. Everthing should work fine again.
Best regards,
Tom
Hi Tom,
Yes, thank you.
Regards,
Alex