Opentext doesn't know who their customer is!

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FRBhote
India
Posts: 2176
Joined: 09 Mar 2017, 05:32
Location: Hyderabad, India

Opentext doesn't know who their customer is!

Post by FRBhote » 09 Apr 2021, 07:29

Two days ago:
Thank you for your support request.
Our records currently indicate that Hypersoft Technolgies Ltd only has a support contract for TD mobiler
Regards,
Christine Kapahnke
RE: OTCS Ticket 4803301 : Website Issues: My Support

Please find attached quotation for renewal of TD support which expires on
09/30/2021.
F R Bhote
-----Original Message-----
From: Open Text Customer Support - Europe North
[mailto:uk-support@opentext.com]
Sent: 07 April 2021 17:01
To: frb@hypersoftindia.net
Subject: OTCS Ticket 4803301 : Website Issues: My Support
Hello Feroz,
Please excuse my previous incomplete message!
Our records currently indicate that Hypersoft Technolgies Ltd only has a
support contract for TD mobile and not for Team Developer. I am in contact
with our renewals team in order to check whether this information needs to
be updated. In the meantime, do you have an invoice or PO number that
reflects support for the Gupta Team Developer? If not, I will revert back to
you as soon as I have had an update internally.
Kind regards,
Christine Kapahnke
Today:
Hello,

My apologies that this process is taking so long!

I am still waiting for confirmation from our renewals team, as the invoice you supplied does not specify a product.

I will escalate the issue now and hope to be able to get back to you soonest.

Thank you for your patience.

Best regards,
Christine Kapahnke

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Steve Leighton
Site Admin
Site Admin
New Zealand
Posts: 287
Joined: 05 Mar 2017, 20:57
Location: Tauranga, New Zealand <--> Stroud, England

Re: Opentext doesn't know who their customer is!

Post by Steve Leighton » 09 Apr 2021, 08:18

.
You obviously don't open enough tickets.
I've had this exact response so often - I thought it was the standard default for all new tickets.
.
In fact so often - I have an auto-reply set up that sends them back my contract and OT invoice numbers.
I really really dislike 'MySupport'. The whole process is sooo un-user friendly.
Greetings from New Zealand
Steve Leighton

Bankside Systems Ltd.
UK ♦ Australia ♦ New Zealand

www.banksidesystems.co.uk

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Igor Ivanovic
Site Admin
Site Admin
Croatia
Posts: 1406
Joined: 05 Mar 2017, 12:37
Location: Zagreb, Croatia

Re: Opentext doesn't know who their customer is!

Post by Igor Ivanovic » 09 Apr 2021, 12:04

Steve,

I agree with you.
For over a year I was debited for a GLS for one of my partners, which canceled it, I canceled it, sent multiple mails but with no success.
On every remainder about the debt I replied with evidence that the GLS was terminated, but it seems that nobody read them.

The last email about my debt was so crude, even calling me an impostor and a criminal, so I was forced to escalate the problem to the highest management I could reach, and only then it was canceled within hours.
Bureaucracy at its best.

Although I must say I love the support people and their willing to help.
Igor Ivanovic
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Steve Leighton
Site Admin
Site Admin
New Zealand
Posts: 287
Joined: 05 Mar 2017, 20:57
Location: Tauranga, New Zealand <--> Stroud, England

Re: Opentext doesn't know who their customer is!

Post by Steve Leighton » 10 Apr 2021, 00:30

.
Hi Igor - yes agree that the 'MySupport' people are great, its the archaic 'process' that bugs me.
Greetings from New Zealand
Steve Leighton

Bankside Systems Ltd.
UK ♦ Australia ♦ New Zealand

www.banksidesystems.co.uk

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FRBhote
India
Posts: 2176
Joined: 09 Mar 2017, 05:32
Location: Hyderabad, India

Re: Opentext doesn't know who their customer is!

Post by FRBhote » 14 Apr 2021, 05:50

I get this today. Ridiculous.
Hello,

I hope this email finds you well.
I tried calling you on 0091 xxxxxxxxxx but the connection was poor.

I just wanted to give you an update on the document you provided. The invoice 9002051754 does not show any products under current support as such. There is only "Upgrade Maintenance Opt-in" indicated which does not mean this is the same as Team Developer.

We are chasing the Renewals Team to provide a confirmation on whether we can grant you access to this product or not. At the moment it is enabled solely for TD Mobile.
We will keep you posted.

Regards,
Grzegorz Malyska
OpenText Support Team

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