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View Full Version : NewTek customer support?

Thalaxis
05-14-2003, 05:13 PM
It seems to me that they are slipping... as far as LW goes I am presently dead in the water due to what seems to be a defunct dongle, and it has been 2 days since I e-mailed NewTek customer service (since I keep getting home after their hours, through no fault of their own),.

I hope this isn't a trend, though I'm beginning to get a little down about it, since it also took quite a while to get permanent serial numbers for LW and Aura after I upgraded... it took THREE MONTHS to get a serial number for Aura, and even then it was only after posting on NewTek's forum...

Well, here's to hoping that a) I get this dongle issue resolved quickly, so that I can actually USE LightWave and b) this isn't a trend.
proton
05-14-2003, 05:22 PM
Tech is open right now....can you call or email them right now?
Thalaxis
05-14-2003, 05:30 PM
Originally posted by proton
Tech is open right now....can you call or email them right now?

I can e-mail them, but I am at work, and I don't have my dongle or either of my computers here... (that's why I have been trying to call when I get home).

I'll try e-mailing them now, and see what happens.
proton
05-14-2003, 05:57 PM
please keep me posted and let me know how I can help!
Thalaxis
05-14-2003, 06:15 PM
Will do.

Thanks!
button_monkey3d
05-14-2003, 06:44 PM
I would try calling. I have never received a response to my emails, but have always had good luck when I actually called.

good luck.
RuiFeliciano
05-14-2003, 10:39 PM
Chuck Baker is definitely missed in Newtek's customer support. When he was in charge this kind of things were close to non-existant and when a post like this happened and he saw it he'd handle the matter himself.
Chuck Baker
05-14-2003, 11:43 PM
What address did you email to? For problems with failed hardware, you should contact Technical Support - tech@newtek.com. I would recommend you send an email to Tech Support Manager John Fletcher, at jfletcher@newtek.com, and I'm sure he'll see to it that the matter is promptly taken care of.

Our Tech Support (problems with the product) and Customer Service (registrations and registration transfers) departments are experiencing some delays due to increased demand. Management is reviewing the situation, and has already approved adding a Tech staffer, and interviews are underway.
little5points
05-15-2003, 01:29 AM
From my experience, emailing them is pointless.

Fortunately I can rely on this forum for technical issues
wgreenlee1
05-15-2003, 01:41 AM
Call...call...call them I say......:thumbsup:
Thalaxis
05-15-2003, 03:29 AM
It used to be that I'd get quick responses from NewTek tech support, but they seem to be slowing down lately.

Hopefully, the additional staff will be enough to make up the difference, and restore the quality of their customer service to its former levels.

Normally, I'd seek tech support on these forums, but there didn't seem to be much that anyone else could do about what seems like a dead dongle.

They did reply, though. I would call them, but I won't have that option until Friday after work, due to my schedule in the evenings of late.
milqman
05-15-2003, 04:44 AM
I e-mailed newtek and got a reply about 1-2 months later :shrug:

:thumbsdow
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