±Forensic Focus Partners

Become an advertising partner

±Your Account


Username
Password

Forgotten password/username?

Site Members:

New Today: 0 Overall: 34193
New Yesterday: 0 Visitors: 123

±Follow Forensic Focus

Forensic Focus Facebook PageForensic Focus on TwitterForensic Focus LinkedIn GroupForensic Focus YouTube Channel

RSS feeds: News Forums Articles

±Latest Articles

RSS Feed Widget

±Latest Webinars

X-Ways Customer Support

Forensic software discussion (commercial and open source/freeware). Strictly no advertising.
Reply to topicReply to topic Printer Friendly Page
Forum FAQSearchView unanswered posts
 
  

X-Ways Customer Support

Post Posted: Tue Apr 10, 2018 3:38 am

Morning All,

Does anyone else experience a lack of professionalism when contacting X-Ways forensics via email?

I recently contacted the company regarding a technical enquiry, and received a very rude and blunt response.

Many thanks  

Last edited by ridders on Tue Apr 10, 2018 3:53 am; edited 1 time in total

ridders
Member
 
 
  

Re: X-Ways Customer Support

Post Posted: Tue Apr 10, 2018 3:51 am

I've personally always found their support to be excellent.

They are always 'to the point', but I personally like that about them.

Care to share the details?
_________________
Ben Findlay. BSc (Hons) MSc MBCS MCSFS MIScT
Course Leader BSc Computer and Digital Forensics
Senior Lecturer MSc Crime Intelligence & Data Analytics
School of Science, Engineering and Design
Teesside University 

benfindlay
Senior Member
 
 
  

Re: X-Ways Customer Support

Post Posted: Tue Apr 10, 2018 4:04 am

The responses are usually very "German", short and to the point.
It helps if you have checked for the answer yourself in the manual before asking as well!  

minime2k9
Senior Member
 
 
  

Re: X-Ways Customer Support

Post Posted: Tue Apr 10, 2018 4:18 am

Hi,

We are aware of the response we might get had we not checked the manual in the first instance, so we ensured to do this. I wrote a very polite email, and the response I got back was one word, with no sign off as to who I'm even getting the response from. For a company who produces a fantastic product, I just think this aspect of their business lets them down.  

ridders
Member
 
 
  

Re: X-Ways Customer Support

Post Posted: Mon Apr 16, 2018 10:23 am

Yeah 'cause we're dealing directly with the developers and not someone paid to be nice and polite. I've let them know about it on the forum in the past.

Fortunately I don't have to interact with Stefan much anymore. The product is intimidating for some, but after some practice it's not that complicated. The majority of the updates are refinements to the data presentation within the tool (columns, fields etc). The tool is lacking a few things, of which Stefan, I believe, is arrogantly resistant towards (e.g. disk encryption and .L01 support), and he gets tired of answering the same questions over and over.

Well yeah, but have you seen the product interface recently? You could index the help file and search for your problem, but even then not guaranteed an explanation you can understand.

XWF is the only tool I use where once I figure out the correct configuration/incantation to get something done I almost want an Achievement Unlocked screen to appear at the end of it.

Now that would be a cool idea for an XWF challenge related website Very Happy
_________________
Blog: secureartisan.wordpress.com 

pbobby
Senior Member
 
 

Page 1 of 1