NO response from chaosgroup SUPPORT TEAM - NEED ANY advice

[cube studio]

Hi All,
My company owns VRAY licence for single workstation. Recently we have changed a PC used for rendering.
That means we had to reinstall VRAY as well.

And here the problem starts:
- we can not activate VRAY on a new PC as the current licence is used on another worstation
- fistly we contatced ASGAVIS TEAM @ authorizations@asgvis.com
- after one week with no response we contacted VRAY TEAM @ vraysketchup@chaosgroup.com - e mail sent one week ago
- still no response

We own the program that we can not use now and what is more important - our customers are more & more unpatient awaiting new pistures that we can not deliver.

- HAVE YOU MET THIS KIND OF PROBLEM IF SO, WHAT WAS THE SOLUTION?
- DO YOU KNOW ANY OTHER SUPPORT TEAM (ASGAVIS/CHAOS no matter here) THAT CAN SOLVE OUR PROBLEM??

Many thanks in advance for support!

CUBE STUDIO TEAM

[vlado]

Sorry for the delayed response; looking into it now.

Best regards,
Vlado

[-Keith]

Hello

I could not find the first ticket but I did find the second one you spoke of. I sent you a response just now, there is some investigating that needs to be done.

[cube studio]

Hi again,
unfortunately we must complain.

We are dissatisfied with the level of communication we receive from the Support Team - in fact there is no communication.
After our previous post on this forum we have received an e-mail from ST (dated on 1.07).
We provided the answers on the questions from that e-mail on the same day. After that - no response - no information about the status - nothing.

I am not sure if the problem is caused by company intergation process - but we have EXACTLY THE same problem in February this year and it was solved out within 48 hrs. The admin just reset our acccount on the server, so we could reinstall VRAY on the new PC.

We are still waiting for ANY status update from CHAOS, SUPPORT TEAM etc.

Thanks and regards,
CUBE STUDIO TEAM

[vlado]

One of our support guys is looking through this now...

Best regards,
Vlado

[vlado]

So this should be sorted out later today when the guys in the States go online.

Best regards,
Vlado

[ChaosGroup]

Dear Sir,

We checked the progress of your ticket and indeed there is a significant delay in our response.
I will personally make sure that you will receive a quick solution today!


Filip Stoyanov
Technical Support Manager
Technical Support Department
tel: +359 2 422 422 1
tel: +359 2 489 44 86
fax: +1 818 4751567
www.chaosgroup.com

[ChaosGroup]

Dear Sir,

Your problem with the license was fixed and you should be able to use your software.
If you run into any troubles just let me know.

Filip Stoyanov
Technical Support Manager
Technical Support Department
tel: +359 2 422 422 1
tel: +359 2 489 44 86
fax: +1 818 4751567
www.chaosgroup.com

[cube studio]

Dear Support Team,
problem solved. We managed to re-install and register VRAY on the new machine. It works without anuy issues.

We would like to thank the people who were involved in the process.

Best regards,
CUBE STUDIO

[tfloris]

I'm reading up on this forum, just purchased a new imac and sketchup pro for my new company and I'm wondering which rendering program I should purchase. Reading topics like this kind of worries me, customer service is something that should be top priority in my opinion, why does it take a public forumpost before people tend to start fixing problems? I ran out of my demo version of VRAY a month ago or so, and since then I've been reading and running into all kinds of troubles with forum accessibility and forumposts by others. So I'm wondering, ofcourse taking over a business and integrating new staff / business strategies takes time, but when will all of this be sorted? I'm quite stocked with work so far that does not require any renders, but soon I'm going to have to make a purchase. I was excited with VRAY but as said, I'm only worried at this moment.

Best regards,

Tyn

[arcgraphics]

I'm reading up on this forum, just purchased a new imac and sketchup pro for my new company and I'm wondering which rendering program I should purchase. Reading topics like this kind of worries me, customer service is something that should be top priority in my opinion, why does it take a public forumpost before people tend to start fixing problems? I ran out of my demo version of VRAY a month ago or so, and since then I've been reading and running into all kinds of troubles with forum accessibility and forumposts by others. So I'm wondering, ofcourse taking over a business and integrating new staff / business strategies takes time, but when will all of this be sorted? I'm quite stocked with work so far that does not require any renders, but soon I'm going to have to make a purchase. I was excited with VRAY but as said, I'm only worried at this moment.

Best regards,

Tyn

Since purchasing Vray for Sketchup over a year ago I have had no problems with the software or communication problems with the either Asgvis or Chaos Group and Im certainly very happy with the service and support I have received so far, in-fact earlier this week I had an unrelated computer problem which resulted in me having to do a clean system install on my mac, after reinstalling Vray I had trouble activating it, I sent a quick email to vraysketchup@chaosgroup.com and they replied to my email and had me up and running within a few hours.

I believe your worries are unfounded and it seems to me that cube studio's problem was an isolated incident.

Kind regards
Bill

[tfloris]

Thanks for your reply Bill, I'm glad to read such a positive response. This might not be the right forum to ask a question like this, but which recommendable engines are there that render faster? I'll only purchase this in addition to Vray since the renders can take so incredibly long.

Also can you tell me if I made a mistake purchasing a 16gig RAM iMac? I read something that sketchup won't allow you to use more than 2 or something?

Regards

[arcgraphics]

Thanks for your reply Bill, I'm glad to read such a positive response. This might not be the right forum to ask a question like this, but which recommendable engines are there that render faster? I'll only purchase this in addition to Vray since the renders can take so incredibly long.

Also can you tell me if I made a mistake purchasing a 16gig RAM iMac? I read something that sketchup won't allow you to use more than 2 or something?

Regards

To be honest I opted for Vray because I thought the speed was very good, on other software I have used I needed to leave my renders to run overnight but with Vray I am able to bang out a render within an hour. As for your ram question its never a bad thing to have a lot of ram especially if your using photoshop and video editing software.

[-Keith]

Hello, I'm Keith the customer service manager at the US office.

Customer service is my only priority and matters of getting people fast, correct answers are taken very seriously. This post was from more then a month ago and admittedly I was not getting answers out the door as fast as usual, as you guessed transitional things had us tied down. Things are sorted out much better now. A large majority of our customers get answers in far less then 24 hours (Under 24 hours is my goal). I'm not sure how many people reading have contacted our competitors but I would have to say that my experiences with them got me responses in an average of 48 hours, usually a little longer, some of them put me to shame by responding right away too. That being said, I still want to be faster then those that put me to shame and a thousand little improvements from now I hope that we can knock some socks off.

[dkendig]

Since this thread is old, and now is getting confusing, I'm going to lock this. If anyone has any difficulty that is related to this post, please make a new thread. You can link back to this thread if you want, I just don't want this thread to get too confusing.