How to make a complaint to MemoQ about its poor support follow-up Thread poster: Claire Fumoleau-Itani
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Hi there,
This post is directly related to the one I just wrote.
Despite sending twice the same email in 3 months to MemoQ Support, I never had any reply.
As part of the package I bought, I am entitled to a certain number of free support hours - which I have not used fully - and since I was stuck early on with the hurdles I described in the post I've just written here - I sought MemoQ Support's help. But never got any.
Does anybody know how to file a... See more Hi there,
This post is directly related to the one I just wrote.
Despite sending twice the same email in 3 months to MemoQ Support, I never had any reply.
As part of the package I bought, I am entitled to a certain number of free support hours - which I have not used fully - and since I was stuck early on with the hurdles I described in the post I've just written here - I sought MemoQ Support's help. But never got any.
Does anybody know how to file a formal complaint with MemoQ about the poor support service I have experienced?
Many thanks in advance,
Kind regards,
Claire ▲ Collapse
| | | | Michael Beijer 
United Kingdom
Local time: 18:36
Member (2009)
Dutch to English
+ ...
| memoQ support is usually very good | Oct 20, 2014 |
Hi Claire,
memoQ support is usually very good, so I wonder what happened in your particular case.
I'd ask in the memoQ mailing list: https://groups.yahoo.com/neo/groups/memoQ/info
Michael
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I'm really surprised too, it's always been one of the great things about MemoQ in my opinion. There has to be an explanation... did you submit the request via their site?
| | | | | Thank you + extra information | Oct 20, 2014 |
Thank you for your comment.
Well, I am surprised too since an urgent and debilitating functionality crisis was dealt with swiftly & professionally by the support team in July.
However, it seems that my request to be granted help with functionalities was not rated important enough.
I emailed support:
- on 16 September voicing my disappointment - no reply.
- on 20 Jul [#APD-930-93480] & 10 sept [#IBO-741-62558]) - automatic reply confirming safe receipt... See more Thank you for your comment.
Well, I am surprised too since an urgent and debilitating functionality crisis was dealt with swiftly & professionally by the support team in July.
However, it seems that my request to be granted help with functionalities was not rated important enough.
I emailed support:
- on 16 September voicing my disappointment - no reply.
- on 20 Jul [#APD-930-93480] & 10 sept [#IBO-741-62558]) - automatic reply confirming safe receipt of requests then no reply.
Not long ago, I posted a topic also asking for details of the team dealing with complaints on MemoQ Yahoo Group (joined in July hoping to find answers to my requests) - funny enough I never saw it ... was it "edited out"?
Anyway, not a happy customer here...
Many thanks for your help,
Kind regards,
Claire ▲ Collapse
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| Slow support reply | Oct 20, 2014 |
Hi Claire,
I checked your tickets and found that you have submitted them into the feature request queue. When creating a ticket directly in our support system, you can choose from "support" and "feature request". Feature requests are not monitored the same way support tickets are, but i do understand that this might be confusing, so we will look into this, and find a way to guide our users to the correct forum.
In any case, if you do not receive a timely answer, you can... See more Hi Claire,
I checked your tickets and found that you have submitted them into the feature request queue. When creating a ticket directly in our support system, you can choose from "support" and "feature request". Feature requests are not monitored the same way support tickets are, but i do understand that this might be confusing, so we will look into this, and find a way to guide our users to the correct forum.
In any case, if you do not receive a timely answer, you can always mail us directly from your mail client at [email protected]
I hope this helps,
Márton Horváth
Support Manager at Kilgray ▲ Collapse
| | | | John Fossey
Canada
Local time: 13:36
Member (2008)
French to English
+ ...
| Usually fast response | Oct 20, 2014 |
I've always found that an email to [email protected] gets fast response, usually within a few hours and sometimes within minutes. And the response is often not from a customer service rep but from one of the application engineers themselves.
| | | | | Where has Kilgray support gone? | Dec 21, 2016 |
I asked for support on 20 December because I couldn't access Linguee from memoQ2015. I got a reply at 11 pm (!) asking how I was using it (Ctrl F3, as usual). I replied next morning. It's now 18:43 on 21 December and I still haven't had a reply. This was an urgent request because the translation was due today. Fortunately the client accepted a translation made without memoQ, but they expect translations to be sent back to their memoQ server. Support in the past has been excellent. Are they havin... See more I asked for support on 20 December because I couldn't access Linguee from memoQ2015. I got a reply at 11 pm (!) asking how I was using it (Ctrl F3, as usual). I replied next morning. It's now 18:43 on 21 December and I still haven't had a reply. This was an urgent request because the translation was due today. Fortunately the client accepted a translation made without memoQ, but they expect translations to be sent back to their memoQ server. Support in the past has been excellent. Are they having internal problems, I have to wonder. ▲ Collapse
| | | | Natasha Ziada (X)
Australia
Local time: 03:36
English to Dutch
+ ...
| Same issue as Angus | Dec 31, 2016 |
I just posted about a similar issue with Web Search and the lack of response from memoQ. Hopefully someone will get back to us soon as it's really quite frustrating!
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