posted 08-23-2001 01:04 PM         

(A= Exellent, B= Good, C= Average)

Thanks a lot for your feedback,
Kartor

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posted 08-23-2001 02:07 PM         

Mercury - B+
Rational - C

posted 08-23-2001 04:20 PM         

Rational - B
Mercury - A
Segue- C ( Segue support is USELESS)

posted 08-24-2001 06:19 AM         

quote:

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Originally posted by Automateordie:
I ( Segue support is USELESS)

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Could people give examples of what they mean by "support". What kind of issues did they need the vendor to work out. What question did you ask Segue where you felt their help was "useless"

The reason I'm asking is that most of the questions I need resolved I can find in this forum.
Thanks.

posted 08-24-2001 07:05 AM         

As far as Mercury and Rational go, I'd lean toward Mercury as having better support. I've never had to wait on hold terribly long and if I've ever sent in an issue via their website, the longest I've had to wait was 2 or 3 hours before getting a fairly solid answer. They are willing to call you and work things through step by step.

kartor: If you're evaluating for purchase and never used WinRunner, then their support people are going to be often utilized by you until you get some training. It's not something you can completely figure out on your own (there's just way too much, and admittedly, the documentation, while informative, could be more detailed). I have walked through part of one of my scripts with them and they were happy to do it.

I'd definitely put them in a A-/A kind of rating range.

posted 08-27-2001 10:13 AM         

visit this Links for More info about Segue Support.
http://www.qaforums.com/Forum1/HTML/000190.html
http://www.qaforums.com/Forum1/HTML/001802.html
http://www.qaforums.com/Forum1/HTML/001833.html

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[This message has been edited by Automateordie (edited 08-27-2001).]

posted 08-27-2001 12:23 PM         

Compuware - D

I had a very bad trial with their QARun product... I had just left Compuware as an employee and I ended up knowing more about the software than their suport staff .

But even with my knowledge, I still ended up having troubles with their product in my new testing environment and I got to know their hold music by heart before ever getting to talk to them. Waiting on hold for over 20 minutes is the norm. 45 was my record.

I began sending them emails since they are supposed to respond within 24 hours to your initial contact. My record was 7 business days for the initial contact to come back from them!

We went with Mercury and I still prefer the email route, but I get an instant message letting me know my original email went through and then within 30 minutes I receive their issue tracking number. Before 2 hours pass I have an email from their support reps and they appear to be fairly knowledgable.

Mercury also has online forums at their support site and has an incredible knowledgebase full of useful examples. It has helped me out multiple times.

posted 08-27-2001 12:44 PM         

Fixed in 5 minutes.

posted 08-29-2001 01:32 PM         

KARTOR - CANADA

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posted 08-31-2001 05:20 AM         

Mercury support is an A
Compuware I found a B-
Rational a C 'They respond quickly but usually the advice is read the nmanual'

Hey and betasoft well A+. I think the tools vendors should sack their help desks (maybe not Mercury) and pay betasoft moderators a modest fee to answer via the internet.
I get more help here and similar posts than from the help desks.

posted 08-31-2001 01:52 PM         

I do agree with you. Most of the time i get answer in this forum.

Thanks AJ for Hosting QA forums after all the struggle

Automateordie
Automateordie@lycos.com

posted 10-03-2001 09:27 AM         

Mercury Interactive Customer Support