Support cases: Common mistakes

It seems that there are quite a few customers out there who do not know that you can obtain official CodeGear Support assistance for free, if you have an installation / registration issue with CodeGear products, subject to certain terms and conditions. You can easily check the status of your free installation / registration support case also.

In addition, there are articles written by everyone in CodeGear Support. These articles are a result of cases filed by customers, or research done by Support personnel, or both.

Some common mistakes made by customers when they file an installation / registration case are a combination of forgetting one of the following:

  • To provide the serial number of the product you're having trouble with.
  • To provide the Developer Network (DN) login account name or email address of the DN account if you're having a registration issue with.
  • Using a different email address than the one in the DN account.
  • To provide the specific error message encountered.
  • Read the readme, install, or deploy notes for the product you're installing / registering.
  • Selecting the correct region where you're located (to ensure that the Support personnel attending to your case is more culturally attuned to the language / intonation of voice, etc)

Though instructions are provided on the page leading to the filing of a free support case, sometimes, it is easy for customers to forget.

What are the ways that you and other CodeGear customers think that we can improve upon our processes?

Published Thu, 5 Apr 2007 @ 12:30 AM by chuacw
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