I have been having a licencing issue as of the recent update and attempted to contact Boris’ customer support. Has anyone else noticed they never send email confirmation that you submitted a support request? Their website claims my support request has been opened, but no follow-up.
It has been near a week, I have sent 2 emails and have left 2 voicemails to no answer, not even an acknowledgement of my request.
Has anyone else had a similar issue/found a solution?
Have you tried contacting support directly, via email? If not then perhaps send a message to (firstname.lastname@example.org) and include your support ticket number in your message. You can also try calling them : 1-888-77-BORIS, Outside the US, please call 617-451-9900.
thank you for your quick response.
I contacted your support via email today.
Maybe you can initiate some quality of service, because you implemented an online ticketing system, that’s not really working. if a customer has to contact your support via email or phone.
What’s going wrong there?
Thank you for reaching out to support via email - I hope they can solve the issue you’ve encountered with our software in short order. I’ll share your concerns with the group - hopefully they’ll find a way to improve their system and avoid issues such as this where you had to reach out to them via email after filing a ticket.
Hi Peter, I know this is an older post. I have TWO support issues currently with Sapphire, and have not been able to get much if any help. Neither has our in-House VFX team. You say you are surprised to hear, but I have logged a support ticket and followed up with my account rep, who has NEVER replied to me. I assume he no longer works there?
Meanwhile, I now have a licensing issue. I had some help last week, but the help seems to have moved on… I can not get any resolution to my continued license problem. I cannot work.
What exactly is happening over at Boris? Are you short staffed?
Our production is going to season 3, and at this point, I cannot recommend BorisFX, we are going to have to switch to an alternative FX package. The in-house team has licensing issues on the farm, and they have given up trying to get help (no one would reply, just like my experience).
So while you may be surprised at the lack of support form BorisFX, it seems users are not.
HI Victor, I was contacted via the chat app on the Boris website by Mike M., and he sent over render licenses. I got them installed and they show up, but the red X still shows up. I sent back that info Fri, Sat and today, but no reply. That is the current problem (not logged in any way as a ticket).
I have received an email from Nicholas about the render license, and he was not up to date with what Mike had started.
The OTHER issue I did create a ticket; it never showed up in my account. I sent an email to email@example.com as well as my sales rep, Nicolas, but I never heard back even after multiple follow up emails to both. I even cc’d firstname.lastname@example.org to see if that would help, but it did not.