I have been a loyal user of CorelDRAW graphic design software since Version 1, released in 1989. They are now up to Version 18 (called X8). However, I am having second thoughts about remaining loyal because of their disappointing technical support.
Recently, I sought support for an apparent defect in the import capabilities of the product. I had problems importing certain files. I created a support ticket and provided the problem files as well. Corel’s response was a request to arrange a remote session on my computer to resolve the issue. As a veteran computer user since the introduction of Windows in 1985, I knew that was not the way to go.
I went back and forth with the technician via more than a dozen emails (beginning on March 1st), with multiple pleas to escalate the issue, particularly after having the files in question tested by another user on a different computer with a different copy of the software. I also found myriad complaints from other users through an Internet search.
Today, finally, I received the response I was hoping for:
Mar 21, 12:36 EDT
This email is referencing your ticket 4082018. I require further assistance on this matter and will be seeking the help of our next level of support. I will get back to you shortly with a proposed answer to the issue at hand. If deemed necessary, you may be further contacted by another agent for advanced support. Thank you for your patience and understanding.