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The Alpha Software Forum Participation Guidelines

The Alpha Software Forum is a free forum created for Alpha Software Developer Community to ask for help, exchange ideas, and share solutions. Alpha Software strives to create an environment where all members of the community can feel safe to participate. In order to ensure the Alpha Software Forum is a place where all feel welcome, forum participants are expected to behave as follows:
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Be sure all comments and threads you post are respectful. Posts that contain any of the following content will be considered a violation of your agreement as a member of the Alpha Software Forum Community and will be moderated:
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If a thread or post is found to contain any of the content outlined above, a moderator may choose to take one of the following actions:
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Community members are encouraged to click the "Report Post" icon in the lower left of a given post if they feel the post is in violation of the rules. This will alert the Moderators to take a look.

Alpha Software Corporation may amend the guidelines from time to time and may also vary the procedures it sets out where appropriate in a particular case. Your agreement to comply with the guidelines will be deemed agreement to any changes to it.



Bonus TIPS for Successful Posting

Try a Search First
It is highly recommended that a Search be done on your topic before posting, as many questions have been answered in prior posts. As with any search engine, the shorter the search term, the more "hits" will be returned, but the more specific the search term is, the greater the relevance of those "hits". Searching for "table" might well return every message on the board while "tablesum" would greatly restrict the number of messages returned.

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Quality of support at AlphaSoftware

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  • Quality of support at AlphaSoftware

    I'm still exploring the possibilities of Alpha 5 and I'm concerned about the quality of Alpha Software's support.

    A website glitch at Alpha Five was preventing me from taking advantage of an upgrade offer, which was severely time limited. I e-mailed the department which sent the offer. No response. I e-mailed the UK website (which was causing the glitch). No response. I left a message with the support department requesting to be called back urgently. No response. I contacted the sales department. Response.

    This gives me the feeling that Alpha is only interested in short term sales and don't provide any level of service afterwards (or, in my case, before!). Not knowing Alpha as a company well, can people let me know if this is a blip or if this is a general issue with the company?

    Thanks indeed,

    Graham

  • #2
    Re: Quality of support at AlphaSoftware

    Being in a different timezone, it is often difficult for me as well HOWEVER the team at Alpha have ALWAYS sorted out any issues and Richard himself has facilitated when necessary - stick with Alpha - the support from these forums and the Alpha staff is great!! They will honor any offers made.

    Comment


    • #3
      Re: Quality of support at AlphaSoftware

      I concur with Ian! I have had issues(many) over the past 20+ years and found that this board is the best place to start. If it is a help issue, you shold look at the help files and then the wiki first, then search this forum. If that does not help, try posting here. Most of the time all will be taken care of in that process.

      I have submitted bug reports and had very personal help when the problem was really a bug. In the past there has been verbage with most of the personnel at Alpha.

      Posting your "glitch" here may give more help than you think. Many glitches are user caused and a little help from this board will give a very good answer. Many may already have been discussed with a very good work around.
      Dave Mason
      [email protected]
      Skype is dave.mason46

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      • #4
        Re: Quality of support at AlphaSoftware

        I second Ian's sentiments and have always found Alpha to be very responsive. I don't know how big they are in terms of staff, but I can only imagine that around major releases like v11, they may be extremely busy.
        In terms of the time-limited offer, I get the sense that Alpha is the kind of company that would have honored your offer regardless, once made aware of your situation. Perhaps I'm wrong, but that's the sense I get.
        I once had a hard drive failure and asked about re-activating the license .. I got a response within a day. On more than one occasion I have submitted a bug report and received an email from Selwyn within hours.
        So, I'd say give them the benefit of the doubt. They are a terrific company imho and have the best product out there.
        Alpha Anywhere v12.4.6.4.2 Build 8245-5650 IIS v10.0 on Windows Server 2019 Std in Hyper-V

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        • #5
          Re: Quality of support at AlphaSoftware

          Thanks Ian and Dave. The "glitch" has been reported elsewhere on this forum - that many of us outside the US are redirected to the UK website when we want to reach the US site. If I can't reach the US site I cannot get my discount, which expires Monday.

          I am firmly of the opinion that customers come first, and I am really concerned about any company that ignores both e-mails and telephone calls. I would have expected better, hence my question ...

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          • #6
            Re: Quality of support at AlphaSoftware

            Hang in there and reference this post to them when you get someone to talk to. I feel it will all work out good. We all try to help each other and different ones on here have different expertise levels and areas of expertise. You HAVE made a good choice with alpha.

            I have never been to Alpha's home office, but: The company size is probably(speaking of personnel) not as large as one would expect. but that is a plus. It helps them be productive and profitable. It also keeps it more personal for the user(us). They can be very busy at times.

            I have worked in a programming situation similar to alpha with international sales. We actually had 3 programmers(i was the fourth sometimes), office manager, receptionist, 6 inside sales people(me too sometimes), Sales mgr(me), a CEO, one do whatever person, 4 tech support that would get a programmer involved if an issue was over their head, 12 outside sales on strict commission. We all(except outside sales) worked in one small building with the advantage of being able to quickly resolve issues before they became super issues. We had over 7000 installs just in the United States, some in PR, South America, Canada, Europe, and a few in other parts of the world.
            Dave Mason
            [email protected]
            Skype is dave.mason46

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            • #7
              Re: Quality of support at AlphaSoftware

              Thanks Stephen and Dave (again). I should make clear that I was actually able to get around the problem with the help of the sales department (who did act promptly). Maybe I'll get responses from marketing, support and the UK site in the coming days/weeks/months :-)

              Oh, and I'm a big fan of small companies, being one myself. But that does mean that I don't stop working until my customers are happy, I would never leave an e-mail or call unanswered, and I have the really na´ve view that other companies should be the same!

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              • #8
                Re: Quality of support at AlphaSoftware

                Graham, mail this guy.
                [email protected]
                He's running Alpha UK and is very helpful.
                See our Hybrid Option here;
                https://hybridapps.example-software.com/

                If at first you don't succeed; call it Version 1.0

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