Hi, this post is for anyone browsing these forums trying to decide if Enscape is right for their firm.
We have been a paying customer for about three years. I asked for urgent help for almost a week ago because suddenly Enscape starting crashing on load and locking up Revit on one particular file that we were on deadline for. On the initial Support ticket advice, I bought a new laptop because it was advised that my older graphics card was not getting the right driver updates. No problem, I was planning an upgrade this year anyway. But, it didn’t change a thing. Now I’m on my second ticket with the same problem - I get responses that don’t even seem to match up with the issue. Not only that, they don’t respond by the end of the day, so it’s 24 hours between useless advice. I repeatedly asked for it to be escalated somehow because we were trying to prepare for a client presentation, but no response. Just another big company trying to cut costs on support that doesn’t give a f@%k about customers. I’m disgusted.
Sincerely and hope this makes someone reconsider the software they choose, Matt
Right away I am of course sorry to hear about the frustration this has caused, which I can certainly understand especially if after upgrading your machine and Enscape still having issues. At this point though you can also be assured that my colleague is already looking into the project and additional feedback report + logs of yours which you’ve kindly submitted as requested (on Saturday).
Further, we do indeed strive to reply within 24 hours to any technical support inquiries, but in some instances it may take a bit longer than that, for example in your case around 36 hours when it came to our first response. I am aware this isn’t 100% ideal either if Enscape is currently not working properly on your machine.
But in any case you can expect a response/solution rather soon, after my colleague and potentially developers had a chance to troubleshoot the cause behind these main issues or issue based on the additional report + logs and project as mentioned. At this point there is also nothing else you’ll have to do, other than to expect a reply soon via e-mail.
If there’s anything else you need assistance with in the meantime please let me know too.