CrossOver Support - Community Forums

What happened to official support tickets? I've been using the product for over a decade and it used to be great and very responsive. But, in the last year or so I've had a support ticket assigned and just outright ignored with no response at all despite multiple prompts from me, or no further interaction beyond an initial request for more information (as of now it has been 10 days since I provided said information).

The issue I'm having leave me unable to use the product/updates I've paid for (Crashes with a segfault) and as you can imagine I'm not particularly happy about this - and since it's a general functionality issue and not a "running a particular unsupported program" issue I don't think it's acceptable that I should have to resort to community support for that.

I'm not unreasonable - if support is swamped, just say so and let me know. If research needs to be done, I'm fine with hearing "I don't know but we're investigating". If I'm running some unsupported or impractical OS combo, I'm also fine with being told as such and given some general guidance that might help resolve the issue and then directed to the forums for help from other users in the same boat. But feeling like I'm being completely ignored and that I'm not getting any tangible value out of the money I've sent for support and further development of the product and WINE as a whole? That leaves me seriously questioning what motivation I have to continue my subscription when it expires.

What gives - is it just me? What's your support ticket experience been recently if you've had to submit one?

Hi Bjorn,

I'm sorry to hear that your recent tickets have not been answered promptly. I will look into what went wrong there.

As for your most recent ticket, I see that you're encountering issues on OpenSUSE 15.3. This is not a supported distro, and so we did no internal testing with it on CrossOver 21. However, we heard from a few affected users, and we believe we will have found a fix that will be included in an update to CrossOver 21 to be released later this year. Again, apologies that you had to come to a forum to get answers: you are absolutely right that it should not come down to that.

Best,
Meredith

Thank you - I appreciate the follow-up and can confirm a response to the ticket - so I'm happy to report this was just an unfortunate coincidence that two of my tickets slipped through the cracks.

Cheers,
~Bjorn