why is it that i pay for customer support but end up talking to a machine that hangs up on me ? isn’t the purpose of PAYING for customer support to actually get that tech support ?..or do ya’all just collect my money and don;t answer your phones ?

Actually you DO have a choice whether or not to purchase maintenance & support… And secondly…from their OWN website…(link below)…notice the part about “any other issue with SketchUp Pro”…I guess we need to be lawyers now to dechiper this phrase?? Maintenance and Support Policy | SketchUp…

and BTW…we are going 24hrs plus and still no reply from email sent to customer support…which in itself, doesn’t help any professional trying to troubleshoot a fix or even a work-around to keep “paid” projects moving forward.

[image] gmashee: Actually you DO have a choice whether or not to purchase maintenance & support… nope, 1 year maintenance was and is mandantory since maintenance was introduced with SU v2013 . [image] gmashee: …access to technical support via email and phone. If you’re encountering an iss…

gmashee, just for the record you got personal attention from the mac specialist in charge of the LayOut project in your other thread less than an hour after you posted it. Do you still require a call back from a customer service rep or should I tell them that you’re all set? [image] …

I am trying your suggested work-around now…will advise ASAP

actaully you DON"T have to purchase the maintenance and support here in ther USA. It looks like it is manditory with a NEW purchase, but I was given the option to buy as a stand-alone, probably due to the fact that i am upgrading from previous SKP PRO versions. Secondly if it was manditory…then why…

[image] gmashee: we are going 24hrs plus and still no reply from email sent to customer support probably because it’s actually not covered by maintenance limited to installation/authorization issues… btw, if feasible buying with a local reseller does regularly provide a torough tech. support…

I get the feeling that you have nothing better to do than offer useless advice. Firstly…I installed my first version of SketchUp way back when it was beta, and then purchased the very first paid version as soon as it was available. So I have been through every upgrade, both paid and “gratis” since …

[image] gmashee: …but I was given the option to buy as a stand-alone, probably due to the fact that i am upgrading from previous SKP PRO versions. upgrading does include the mandantory maintenance too even if not denoted as a separate part of it. the reinstatement fee accrues if upgrading af…

[image] gmashee: Maintenance & Support for INSTALLATION issues…then what would you suggest for an issue that arises as a result of installing and running the NEW 2018 version? an issue which happens running SU/LO is obviously not meant by installation/authorization and therefore not covered b…

No customer support

Technical Problems

SketchUp3D_de December 7, 2017, 5:42pm 15

an issue which happens running SU/LO is obviously not meant by installation/authorization and therefore not covered by the phone support but the already elaborated means only… and which has happend already.

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No customer support

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