Corel - Please improve customer support

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  • Problem
  • Updated 2 years ago
The new Mindjet 2017 is out and the keys are not.  I am hoping with the transfer to Corel, this chronic problem will be addressed.  It is frustrating to obtain a software product and then have to wait for days or even a week for the key. 

Hopefully, this will be addressed in the future.
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jerry.mings

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Posted 2 years ago

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David Walsh, Official Rep

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Jerry 

Thanks for the feedback. The 2017  keys are not ready to be sent to the "software assurance" eligible customers at this time. These should be sent within the next 3 weeks. In the meantime, we are encouraging customers to download the trial version of the 2017 software. As you know, the trial is for 30 days and is full featured. Once your key arrives you can simply activate the trial software you are running. If you don't see the key in the next three weeks please contact our customer support team at customer.support@mindjet.com. Also be sure to check your spam filter as sometimes they can get caught there. Sorry for the inconvenience, but we wanted to make sure we got the software out and into our customer's hands as soon as possible. I'm sure you can appreciate that.

Download MindManager 2017 for Windows here: 
https://www.mindjet.com/support-info/download-library/

If you have any questions or need assistance installing your new product, please 
reply to this email. Thank you for being a part of the Mindjet community.

Thank you for being a part of the Mindjet community.

Regards,
David 
Mindjet, Corel Corporation
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Brian Morse

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Felix

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That's all fine but why can't we get a better experience after years of the same story ? ... It's these small annoyances which cause customer pain...
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jerry.mings

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Thanks for the support Felix.  My comment was removed by the moderator and I had two correspondences with the Mindjet support office.  It appears I am the only person upset about the delay in the keys. 

I am really concerned to have to use the product in a public setting in front of customers with a great big - trial version located on the bottom of the screen for everyone to see. It just does not look professional. 

I hope this problem is resolved quickly.
(Edited)
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Brian Morse

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Hi Jerry, I too would like a faster turn-around..Mindjet just got acquired by Corel.  They are probably getting used to how the parent company does business which could prove difficult for many people we rely on at Mindjet.  I'm going to cut them some slack for 3 months....but no more than that. <wink>
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Felix

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I really hope that criticism isn't deleted here as otherwise the whole community.mindjet.com idea would be pointless. I work in product development and direct proactive customer feedback is pure gold for me.

Your example is just great: Since installing MM2017 and showing off it's great capabilities I'm asked about the trial window at least once a day... I paid for MM2017 a couple months ago with my subscription. So why would I need to wait up to 30 days for the keys ? That doesn't make too much sense.

Also: just look at Adobe, Microsoft, others - there I instantly get what I paid for.
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jerry.mings

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Let's hope this issue is resolved quickly.

Again, thanks for the support.
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Alex Gooding, Champion

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I am also puzzled by the delay - I'll have to check but I don't recall it taking as long with earlier versions.

It also seems odd that loyal Mindjet customers who are paying a premium for software assurance are effectively sent to the back of the queue behind first-time purchasers of MM 2017 for the allocation of licences.
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jerry.mings

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Smiling.

I used the same image of loyal users being pushed to the "back-of-line" and told, "that is not the case". 

I really hope they solve this quickly.

I feel we are experiencing a similar situation to the mysterious loss of the google search item.
(Edited)
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David Walsh, Official Rep

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Thanks for the feedback everyone. We are working diligently to address and deliver the keys ASAP,

David Walsh
Mindjet Customer Support, Corel Corporation
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Ary Velstra, Expert Trainer

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Although I agree that it would have been better to have the key's available immediately. I have been demonstrating the product many times now. and nobody has asked me about the trial remark.

A procedure suggestion for future MindManager releases would be:

Deliver the new version with key to the MSA - MUPP subscribers a week before the product is announced to the general public.
There is a huge marketing benefit in that as well.
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David Walsh, Official Rep

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Ary,

Thanks for the feedback, I will provide this idea back to the fulfillment team.

Regards
David 
Mindjet, Corel Corporation
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Bob Levy

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experience says that,"I will provide this idea back to the fulfillment team" means a black hole. Just because Corel now is the owner does not mean this will ever be addressed.
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Jason Volpe

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David, sometimes I've been given a new key that extends the trial for another 30 days and it doesn't show the trial on the bottom. Why can't everyone with SA just get an extension key to give you guys some breathing room while you get things sorted out with the key distribution? I'm a loyal Mindjet user for more than 10 years, but being a Microsoft employee selling SQL Server software assurance, I can tell you with certainty that these types of delays gives people too much time to start playing with another mapping product. Obviously we're a huge company and have a tight process for this, however this has happened with so many previous Mindjet versions it gives the appearance that this isn't a priority to Mindjet and that people will just "deal" with it. That's extremely dangerous with all the competitive products you compete with being so available to everyone. Just some feedback I hope your product group who handles the license distribution process will address going forward.
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Bob Levy

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I like the comment by Brian Morse about giving them 3 months slack. I have given them more that 10 years.  When Bettina left, so did the support culture.
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Michael Roberts

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Sigh....another week...still no keys.... 
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Michael Roberts

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Sigh....another week...still no keys.... (repeat)
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jerry.mings

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November 2, 2016 - the official keys are still not out.  While I appreciated receiving a temp key to remove the (trial period notice), I really don't like being reminded my trial period is soon going to end.

I've seen notes that the keys will be ready on Friday, November 4th.  Is that correct?
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jerry.mings

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Good news, I finally got my key.  Excellent.
(Edited)
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thebimbo

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The Renewal process... It's pretty much the same story every year. This time I renewed early but another automated system wanted me to pay again which required me to contact Mindjet to fix. Which may explain why then I didn't get my MM2017 key which I again had to ask someone at Mindjet to provide and received this morning. Please fix this process once and for all. I do think keys should be provided in parallel to the product availability and not at the end of the trial period...
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David Walsh, Official Rep

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Hello,

Sorry for the delays. We certainly understand your frustrations. Thank you for your feedback. We are looking at a number of different ways to improve this overall process.

Best Regards
David 
Mindjet Customer Support
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Nigel Goult (Olympic & MIVAP)

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I think that anyone who has a support agreement in place that gives them eligibility for a free upgrade or those whose purchase under a "Technology Guarantee" should receive their key in advance of the download availability so they can download on the day of release, use their key and get on using the product unhindered.

It is a value add to the support package and I am sure would be gladly welcomed by the loyal users.

Regards
Nigel



MAP - The Ultimate Add-in for MindManager 2017!
The Ultimate Companion to MindManager for Windows
http://www.olympic-limited.co.uk/olympic-add-ins/map-for-mindmanager/
(Edited)
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David Walsh, Official Rep

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Nigel, 

Thanks for the feedback. We are looking at ways to improve the overall process.

Regards
David 
Mindjet Customer Support
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Jim AK

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Evening

Why do loyal customers who have paid for upgrade assurance have to wait weeks to get their keys when new customers don't?

Ta.