No customer support

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??

• PHONE and email support: In addition to the Knowledge Center and Help Forum your subscription gives you access to technical support via email and phone. If you’re encountering an issue installing or authorizing SketchUp Pro (or any other issue with SketchUp Pro), let us know and we’ll be happy to help out. For contact details please refer to the email you received after purchasing your Software Maintenance and Support Subscription information.

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.

nope, 1 year maintenance was and is mandantory since maintenance was introduced with SU v2013.

in parenthesis means via email only hahaha

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?

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 is there a re-instatement fee, for when and if people decide to let it laspe?

Maybe it is different in EU, but thats how it works in the USA

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 beyond installation/activation issues and often on the phone too :blush:

1 Like

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 day one. Also all the company ownership changes etc…

Secondly…if your point is trying to say that the wording of the Maintenance & Support doc, really only refers to Maintenance & Support for INSTALLATION issues…then what would you suggest for an issue that arises (such as this one dis) as a result of installing and running the NEW 2018 version? An issue that didn’t exsit on 2017, but now does as a result of gues what…INSTALLING 2018?

…maybe you’re trying to help…or maybe you just don’t understand the concept of what i’m saying?

upgrading does include the mandantory maintenance too even if not denoted as a separate part of it.

the reinstatement fee accrues if upgrading after the maintenance runtime has lapsed, buying an upgrade or not is obviously a decision of the user… more infos here.

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.

Hi @gmashee. I’ve spoken with our Customer Support team, and someone will be getting in touch with you very soon. However, they mentioned that there is no email ticket under your name, but they did receive your voicemail yesterday afternoon. For future reference, you can submit a ticket here. And the support phone number is listed in your license email, in case you need to find it quickly.

As for Maintenance and Support - you are correct. It is not required, but highly recommended if you want to receive any sort of technical phone or email support.

Hi Caroline,

First I guess i have to ask…is actual PHONE support for software related
issues, function, operation, suspected “bugs” etc…covered under the
Maintenance & Support part of the agreement?
Or does the phone support only apply to INSTALLATION & Licencing issues?

I have been in contact with Marc https://forums.sketchup.com/u/Marc
SketchUp Team Member, on the SketchUp Forum, where he was gracious enough
to offer a work-around, until what seems like it may be a bug is sorted out.

My frustrations grew as a result of lack-luster ability to speak to a human
on the supplied Support Number, and the notion that actual
phone support is ONLY for Installation and Lic. issues?

Not all of us can spend hours a working day…combing through online forums
to try to troubleshoot a software issue.

Thank you,

Greg.

end of story

Phone support is for any type of issue, but to Marc’s point, we have a lot of users and SketchUp team members who frequent the forum, so sometimes you’ll receive a quicker response here. I still recommend submitting a ticket or making a phone call if you need assistance, but just know that the forums are here in case you need it :slight_smile:

Again…maybe different support is offered in areas outside the USA @ sketch3d_deBasic User
5h

dunno special offers but an official new license or an upgrade does always include 1 year maintenance, but you can let lapse maintenance of course… anyhow.

not according to your webpages, you maybe should update them if the concerning policy has changed.

Yes, you’re mostly correct - phone support is generally reserved for licensing questions, but if you have another type of question, they will do their best to answer it for you. That being said, email is the best way to reach our support team if you have any type of question.

Answering clear and friendly questions at one of the forums will get you faster responses many times because the SketchUp friends are spread around the globe in nearly every timezone and are hunting for answering questions as fast as possible, I think that’s not possible with a regular support hotline?
(Of course that may not the part you have paid for, but If the goal is to get help as fast as possible, its a good way to go.)

This topic was automatically closed 183 days after the last reply. New replies are no longer allowed.