How can I get Ranorex Support when my case is being ignored?

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eldorado25
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Joined: Tue Aug 06, 2019 3:14 pm

How can I get Ranorex Support when my case is being ignored?

Post by eldorado25 » Wed Mar 03, 2021 4:06 pm

I raised a critical issue over a week ago as a case and no one from Ranorex has got back to me yet.

They also have not been active on the forums at all and I have been unable to get help on here either.

What else am I meant to do to get support for this product????

eldorado25
Posts: 34
Joined: Tue Aug 06, 2019 3:14 pm

Re: How can I get Ranorex Support when my case is being ignored?

Post by eldorado25 » Wed Mar 03, 2021 4:13 pm

Support team has been inactive for over 2 months on the forum

and with odklizec (Our lord) gone to consultancy, it is showing that the support team is perhaps lacking?

schreiber
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Re: How can I get Ranorex Support when my case is being ignored?

Post by schreiber » Mon Mar 15, 2021 10:07 am

Same here.

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odklizec
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Re: How can I get Ranorex Support when my case is being ignored?

Post by odklizec » Mon Mar 15, 2021 10:54 am

Hi guys,

I'm afraid, you are not alone in this. Ranorex (IDERA) support is currently very...very bad. What you see now is not actually Ranorex support, as we knew and loved it :( The situation with unresponsive and pathetic Ranorex support, is not actually Ranorex, but Idera failure.

And no, I'm not gone. I'm still here, just not answering forum posts ;) Unfortunately, I'm no longer willing to supply ineffective Idera support. In the past, I've answered forum questions, as a certain expression of gratitude to excellent Ranorex support and for their speedy (less than 24h response time) and spot-on responses. I'm very sad to see all your unanswered posts.
Last edited by odklizec on Thu Mar 25, 2021 12:25 pm, edited 1 time in total.
Pavel Kudrys
Ranorex explorer at Descartes Systems

Please add these details to your questions:
  • Ranorex Snapshot. Learn how to create one >here<
  • Ranorex xPath of problematic element(s)
  • Ranorex version
  • OS version
  • HW configuration

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Stub
Posts: 443
Joined: Fri Jul 15, 2016 12:35 pm

Re: How can I get Ranorex Support when my case is being ignored?

Post by Stub » Mon Mar 15, 2021 11:53 am

Like, RT, Heart, etc etc, Pavel. /waves!

Fergal
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Re: How can I get Ranorex Support when my case is being ignored?

Post by Fergal » Mon Mar 15, 2021 6:22 pm

I greatly appreciate the excellent support I've received from odklizec and a number of other community members over the years. Hopefully Ranorex / Idera will resolve this issue soon.

DJB2308
Posts: 2
Joined: Fri Feb 05, 2021 3:52 pm

Re: How can I get Ranorex Support when my case is being ignored?

Post by DJB2308 » Mon Mar 15, 2021 7:52 pm

Same here!

hsarmah2021
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Joined: Tue Oct 27, 2020 12:43 pm

Re: How can I get Ranorex Support when my case is being ignored?

Post by hsarmah2021 » Thu Mar 25, 2021 11:56 am

Same for me too. I got responses for the support tickets after 1 or 2 months, by the time I either found some workaround in the forum or ignored the issue. I see no point why they charge money for support while purchasing license and offer this pathetic service. I don't see any other places to complain as well.

FranSimcorp
Posts: 1
Joined: Sat Nov 14, 2020 2:16 pm

Re: How can I get Ranorex Support when my case is being ignored?

Post by FranSimcorp » Sun Mar 28, 2021 9:39 am

I am experiencing very bad support responses too.
I've been chasing for months now, and really the results are dreadful.
I am very distressed about this.
I was in the process of pushing for more licenses and to move my whole company to use Ranorex, but now I am worried I'd partly stake my internal reputation on how good Ranorex can support their product.

mrt
Posts: 88
Joined: Mon Mar 16, 2020 10:31 am

Re: How can I get Ranorex Support when my case is being ignored?

Post by mrt » Tue Mar 30, 2021 11:38 am

same here, waited weeks for a response on a critical issue which lead to ranorex crash several times a day.
With some luck, I was able to solve it on my own with a lot of trial and error,
but that is not what I am used to in regards of supports of a (enterprise, paid!, productive) application.

If I had to point out some Cons of Ranorex it is definitely the lack of support.

thanks to @odklizec we are able to solve some issues directly using this forum, thank you a lot!

stefan.hartisch
Posts: 6
Joined: Fri Jul 24, 2020 7:17 am

Re: How can I get Ranorex Support when my case is being ignored?

Post by stefan.hartisch » Wed Mar 31, 2021 7:35 am

odklizec wrote:
Mon Mar 15, 2021 10:54 am
Hi guys,

I'm afraid, you are not alone in this. Ranorex (IDERA) support is currently very...very bad. What you see now is not actually Ranorex support, as we knew and loved it :( The situation with unresponsive and pathetic Ranorex support, is not actually Ranorex, but Idera failure.

And no, I'm not gone. I'm still here, just not answering forum posts ;) Unfortunately, I'm no longer willing to supply ineffective Idera support. In the past, I've answered forum questions, as a certain expression of gratitude to excellent Ranorex support and for their speedy (less than 24h response time) and spot-on responses. I'm very sad to see all your unanswered posts.
Hi Pavel,
since we are still at the beginning: Should we rather change the tool? Because I think that in this discipline, good tool support is essential.
Thanks for your feedback.
Best...
Stefan

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odklizec
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Re: How can I get Ranorex Support when my case is being ignored?

Post by odklizec » Wed Mar 31, 2021 10:41 am

Hi guys,

Thanks for your kind words. I really appreciate all of them. I have a good news for you. In the end, we found a common ground with Idera folks and I will restart my presence here early next month ;) Hopefully, things will get normalized with email support as well?
Pavel Kudrys
Ranorex explorer at Descartes Systems

Please add these details to your questions:
  • Ranorex Snapshot. Learn how to create one >here<
  • Ranorex xPath of problematic element(s)
  • Ranorex version
  • OS version
  • HW configuration