XMPie Support

[VDPer]

Has anyone been having issues with response times from XMPie and
getting support? and if so, how have you been dealing with the
problem?

VDPer

[mfawn]

We have noticed the the tickets are taking longer to be addressed and
sometimes are only addressed with additional questions which then go
back into the que for a few more days after we answer them. The only
thing that you can do it keep calling them and after a while they will
be completed.

[Ken C]

We've had trouble since day 1. After they installed it took a month
just to get everything working. Right now our ICPs have been broke for
3 days and holding up jobs. It's really crazy. I can't get them to
call me to fix a problem together. They go in, say it's fixed. I try
it, it's not. Back and forth.

[Juan Vargas]

Do you get support directly from XMPie? Or Xerox ASG?

JD

[Louis]

It might be because my problems are "easy", but most of my support
cases, logged directly with XMPie, were quickly handled and brought to
conclusion.

[McTed]

How do you get support directly from XMPie, the only way we can get
support is via Xerox?

[Alan Dixon]

Hi
You should get first line support from your supplier (Xerox in your case)

However we support our clients in the UK directly as we have many years
experience with the products and generaly within the market.
Sometimes things need to be escalated to XMPie, but mostly we resolve the
issues very quickly for our clients.

regards
Alan

Positive Focus

[Yaniv Israeli]

I am sorry to hear about your trouble with XMPie support.

Support for XMPie products will vary by region and by sales channel.
In the US direct sales support is handled by XMPies support group
based in NYC. Xerox sales support is handled by Xerox Advanced
Solutions Group (ASG) based in Dallas.

We aim to respond to all cases in a timely manner. We continuously
growing our support resources and knowledge and putting new procedures
in place for shorter resolution times and better communication.

Any customer that has any issues with support in the Americas (through
a channel or directly) should feel free contact me directly. For
customers that reside outside the Americas please contact Victor
Wrobel (victor...@xmpie.com)

Thank you.

Yaniv Israeli
Vice President,
Customer Support and Professional Services, Americas
XMPie, Inc.
Phone: 212-888-2026

On Sep 11, 1:32 pm, VDPer <msu...@wildfirepublishing.com> wrote:

[rwalsh]

http://www.xmpie.com/support

On Sep 12, 7:27 am, Yaniv Israeli <yaniv.isra...@gmail.com> wrote:
> I am sorry to hear about your trouble with XMPie support.
>
> Support for XMPie products will vary by region and by sales channel.
> In the US direct sales support is handled by XMPies support group
> based in NYC. Xerox sales support is handled by Xerox Advanced
> Solutions Group (ASG) based in Dallas.
>
> We aim to respond to all cases in a timely manner. We continuously
> growing our support resources and knowledge and putting new procedures
> in place for shorter resolution times and better communication.
>
> Any customer that has any issues with support in the Americas (through
> a channel or directly) should feel free contact me directly. For
> customers that reside outside the Americas please contact Victor

> Wrobel (victor.wro...@xmpie.com)

>
> Thank you.
>
> Yaniv Israeli
> Vice President,
> Customer Support and Professional Services, Americas
> XMPie, Inc.
> Phone: 212-888-2026
>
> On Sep 11, 1:32 pm, VDPer <msu...@wildfirepublishing.com> wrote:
>
>
>
> > Has anyone been having issues with response times from XMPie and
> > getting support? and if so, how have you been dealing with the
> > problem?
>

> > VDPer- Hide quoted text -
>
> - Show quoted text -