| Pages in topic: < [1 2] | SDL Support? Thread poster: Isabel Conde
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Isabel Conde 
Argentina
Local time: 10:12
English to Spanish
+ ...
TOPIC STARTER
Hi Paul,
With the specific directions that you gave me last time, through Talisma> Solution Finder, I was able to submit the problem.
Yes, I ought you an apology about that there is no support for regular customers. However, if it were not for your directions, I would still be "travelling" through pages. Things need to be less complicated for customers, more clear.
Thank you very much.
Best,
Isabel
[Edited at 2011-01-18 16:... See more Hi Paul,
With the specific directions that you gave me last time, through Talisma> Solution Finder, I was able to submit the problem.
Yes, I ought you an apology about that there is no support for regular customers. However, if it were not for your directions, I would still be "travelling" through pages. Things need to be less complicated for customers, more clear.
Thank you very much.
Best,
Isabel
[Edited at 2011-01-18 16:28 GMT] ▲ Collapse
| | | | | I chat but ...... | Jan 18, 2011 |
Imen Mguedmini wrote:
Dear Isabel,
I used the SDL live chat feature and a real person answered and was able to help me very quickly. You should try it too. Go to the SDL website, log into your account, click on "Contact" and at the left at the top of the website is the live chat icon. Introduce your information and then start the chat.
hello Imen, was your inquiry about product purchasing?
I am asking this because when I went there I was told that nice feature is for sales only. In other words, they are happy to sell stuff but once delivered they are leaving us to all the problem associated with the product. If we need to make the stuff work, they ask more money.
As far as I am concerned this is a rotten deal.
I paid so-so much to upgrading. Products were delivered licensed, and installed. Their support stop right there at that point.
I am left high and dry just staring at my computer screen don't know what to do.
[Edited at 2011-01-18 17:19 GMT]
| | | | Isabel Conde
Argentina
Local time: 10:12
English to Spanish
+ ...
TOPIC STARTER
Hi Paul,
Someone called me from London to solve the issue using screen sharing. She solved the problem and downloaded a lot of stuff to make sure it won't happen again.
I am very satisfied.
Thank you once again.
Best regards,
Isabel
| | | | Isabel Conde
Argentina
Local time: 10:12
English to Spanish
+ ...
TOPIC STARTER
Dear Humbird,
This is from SDL Support in this site:
Use the Solution Finder like this;
http://talisma.sdl.com
Then go to the tab called Solution Finder and now go here;
Download & Installation Problems
- I get an error message during installation.
- - I get another error message
This will bring up a form that you can ... See more Dear Humbird,
This is from SDL Support in this site:
Use the Solution Finder like this;
http://talisma.sdl.com
Then go to the tab called Solution Finder and now go here;
Download & Installation Problems
- I get an error message during installation.
- - I get another error message
This will bring up a form that you can fill in to generate a support request and you will be contacted, normally within a day even without a support contract.
That was the way I got their support. It worked, and fast.
Best,
Isabel ▲ Collapse
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| What is the problem? | Jan 18, 2011 |
humbird wrote:
Products were delivered licensed, and installed. Their support stop right there at that point. I am left high and dry just staring at my computer screen don't know what to do.
Hello Humbird,
Can you explain what the problem is you are having? It sounds as though you simply don't know where to begin in using the product as you state that it was delivered, licensed and installed?
Perhaps someone on this forum can help you if you explain your problem?
Paul
| | | | | No apology needed | Jan 18, 2011 |
Hi Isabel,
I'm glad your problem was resolved quickly. You have no need to apologise though because we do need to improve things and this year there will be a real focus on this very aspect.
I think over the last years we have continued to improve and there is a lot of information out there. But as you have pointed out we need to make things easier to find. Sometimes too much information can be almost as bad as none at all if it isn't well organised. This year we ar... See more Hi Isabel,
I'm glad your problem was resolved quickly. You have no need to apologise though because we do need to improve things and this year there will be a real focus on this very aspect.
I think over the last years we have continued to improve and there is a lot of information out there. But as you have pointed out we need to make things easier to find. Sometimes too much information can be almost as bad as none at all if it isn't well organised. This year we are focusing on this in Client Services generally.
Kind regards
Paul ▲ Collapse
| | | | Isabel Conde
Argentina
Local time: 10:12
English to Spanish
+ ...
TOPIC STARTER | I'm glad to hear that | Jan 19, 2011 |
Thank you for all these days of support.
Kind regards,
Isabel
| | | | | Where to find support for SDL Products | Jan 21, 2011 |
Hello,
I mentioned earlier in this thread that we would run a webinar to explain how to get Support and what resources were available to you. So we spent a little time this week gathering information on where things are and added them into the SDL Blog so we have them in one place. You can find the Blog here;
http://tinyurl.com/SDLProductsSupport
I think it's... See more Hello,
I mentioned earlier in this thread that we would run a webinar to explain how to get Support and what resources were available to you. So we spent a little time this week gathering information on where things are and added them into the SDL Blog so we have them in one place. You can find the Blog here;
http://tinyurl.com/SDLProductsSupport
I think it's worth a read as there may be things there you weren't aware of that may help you.
In addition to this we are going to run a webinar next week. So I have set this up for Tuesday 25th January at 1600hrs as I hope this will be a good time for most users who visit this forum. The details for joining are these;
Topic: Where to find support for SDL Products
Date: Tuesday, January 25, 2011
Time: 4:00 pm, Europe Time (Berlin, GMT+01:00)
Meeting Number: 550 068 332
1. Go to https://sdl.webex.com/sdl/j.php?ED=139960317&UID=0&RT=MiMyNQ==
2. If requested, enter your name and email address.
3. If a password is required, enter the meeting password: (This meeting does not require a password.)
4. Click "Join".
The intention in this meeting is to cover in a little more detail some of the things in the Blog and also to capture any feedback you have on what we can do to improve the ability of users to find their way around the support we offer.
Kind regards
Paul ▲ Collapse
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| My problem is ......... | Jan 21, 2011 |
SDL Support wrote:
Hello Humbird,
Can you explain what the problem is you are having? It sounds as though you simply don't know where to begin in using the product as you state that it was delivered, licensed and installed?
Perhaps someone on this forum can help you if you explain your problem?
Paul
Thank you for your posting. I know I didn't elaborate the problem I'm encountering for a reason, which is totally a matter of different consideration and rather personal.
So here's my situation ....... I am with Trados since your release of Trados 2003. It was upgraded to 2007 with SDLX, a new feature which is delightful. These are the time with dongle by the way.
Then time turned into months, and month into years, and things went on in right order.
Then, a month ago I purchased new PC (Window 7 and MS Office 2010). I upgraded to Trados 2009, so Passolo, Trados Studio, etc., etc., all nice and neatly sitting in my PC's desktop and inside out, all licensed, downloaded, and activated.
So I fully expected when I open, let say Word of Office 2010, I thought I would see that familiar tool bar ("get, close, next .... all these friendly looking arrows"). Alas, they never showed up on any of my Office applications.
Where are they, and how I can get them mobilized. Are these combination (i. e. Window 7 and new Trados) compatible? I chat, submited ticket, and went knowledge base, and searched for answer. I reached a deadend at this point. In fact this forum is my last resort.
Where the toolbar?
| | | | Erik Freitag
Germany
Local time: 15:12
Member (2006)
Dutch to German
+ ...
humbird wrote:
So I fully expected when I open, let say Word of Office 2010, I thought I would see that familiar tool bar ("get, close, next .... all these friendly looking arrows"). Alas, they never showed up on any of my Office applications.
Where are they, and how I can get them mobilized. Are these combination (i. e. Window 7 and new Trados) compatible? I chat, submited ticket, and went knowledge base, and searched for answer. I reached a deadend at this point. In fact this forum is my last resort.
Where the toolbar?
Although this is way off-topic, this can be answered quickly: Stop searching, it isn't possible. The workflow of translating directly in Word has been advised against since Trados 2007 and is completely abandoned since the introduction of Studio (and for good reasons). I'm not sure why this piece of information hasn't reached you through either of the communication channels (chat, support ticket, knowledge base, software documentation or forum search).
| | | | Emma Goldsmith
Spain
Local time: 15:12
Member (2004)
Spanish to English
| Sticky thread on Trados toolbar | Jan 22, 2011 |
humbird wrote:
I thought I would see that familiar tool bar ("get, close, next .... all these friendly looking arrows"). Alas, they never showed up on any of my Office applications.
Where are they, and how I can get them mobilized.
First, as efreitag points out, Studio 2009 is a standalone application so obviously you won't get a Studio toolbar in Word 2010 or in any other version of Word.
Second, Studio 2009 comes bundled with Trados 2007 (separate installation and a separate licence) and you can of course install this Trados toolbar in Word 2010. Simply copy "Trados8.dotm" into your Word-startup folder. This is the subject of a sticky thread http://www.proz.com/forum/sdl_trados_support/158614-trados_2007_toolbar_disappears_in_word_2007.html
HTH
| | | | Aude Sylvain
France
Local time: 15:12
English to French
+ ...
| a different experience | Jan 22, 2011 |
Hello all,
While I don't deny at all the problems some colleagues meet in finding information and/or getting support from SDL, I would simply like to report a different personal experience - since it's much more usual, for obvious reasons, to report problems, and to keep silent and satisfied when everything runs right.
I've been using Studio and T2007 since last year (as well as other CAT tools in the past, and still today occasionally) and I did not subscribe any addi... See more Hello all,
While I don't deny at all the problems some colleagues meet in finding information and/or getting support from SDL, I would simply like to report a different personal experience - since it's much more usual, for obvious reasons, to report problems, and to keep silent and satisfied when everything runs right.
I've been using Studio and T2007 since last year (as well as other CAT tools in the past, and still today occasionally) and I did not subscribe any additional support contract with SDL.
While I did encounter some issues, up to date I always received prompt and useful support from Trados trainers on forums and/or SDL support, either through forums or direct correspondence with SDL teams. And, obviously, from colleagues who were more familiar than me with Trados applications, but this is not the point here.
Once again, I know that some colleagues have a different experience and I sympathise with them - and especially with Isabel. I do try to offer help on these forums when I am able to. I keep fingers crossed, but I simply thought it was fair to point out that things can also go smoothly. ▲ Collapse
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| Resolving the issue of the toolbar | Jan 23, 2011 |
humbird wrote:
...... So I fully expected when I open, let say Word of Office 2010, I thought I would see that familiar tool bar ("get, close, next .... all these friendly looking arrows"). Alas, they never showed up on any of my Office applications.
Where are they, and how I can get them mobilized. Are these combination (i. e. Window 7 and new Trados) compatible? I chat, submited ticket, and went knowledge base, and searched for answer. I reached a deadend at this point. In fact this forum is my last resort.
Where the toolbar?
Hello humbird,
I think Emma has given an appropriate response if you wish to continue using SDL Trados in Word - http://www.proz.com/forum/sdl_trados_support/158614-trados_2007_toolbar_disappears_in_word_2007.html
However, I have followed up with the support team and am under the impression they have been trying to contact you. If you are unaware of this, and if you have been unable to resolve the problem following Emmas advice, please can you drop me an email at pfilkin@sdl.com and we will make sure we sort this out for you.
Regards
Paul
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