FormDocs

I'm Kelly L., a support representative at Formdocs and the subject of this complaint. At Formdocs we value all of our customers and do our best to answer their questions and solve their problems so that they can get back to being productive with our software, as soon as possible; that is our mission goal. Our average support response time is one business day and we have a vast storehouse of product knowledge and expertise from which to draw. All we require in order for us to provide this high level of service is that customers communicate their issues to us in a clear, factual and accurate manner and, with that, we can solve most issues with only one e-mail response. Unfortunately, not all customers describe their issues to us in the way that we need them to. Sometimes customers will start-off their support requests with lengthy descriptions of how unhappy they are about having encountered the issue, followed by threats of returning the software if the issue is not immediately fixed for them. I have even seen some support requests that contained only complaints and threats and little to no details about what the customer did to cause or notice the issue in the first place. Unfortunately it's very difficult to work with such individuals because their expectations are out of line with the way our support process works, and they end up being frustrated and unhappy. Thankfully this occurs in only a small number of situations with the majority of our one million customers worldwide expressing satisfaction with the software and services they purchase from us and for which we provide to them. For customers who are unsure about the best way to communicate their issues to our support, my suggestion would be to start out using a plain-English description of the problem they encountered and the full and exact text of any error messages that appear; for example: "When I try to open a file in Formdocs Filler I get a message: invalid file format, code 12:302:45"... instead of writing, "Can't open my file!! I need this fixed NOW!! etc., etc." The bottom line is that we at Formdocs support want to help each and every one of our customers when they need us and we try to do our best in all of the situations that we encounter.

Please see above my comments describing the Formdocs support request procedure that address the following complaints.

The bottom line is that we at Formdocs support want to help each and every one of our customers when they need us and we try to do our best in all of the situations that we encounter.