I am wondering if I am going the correct way about trying to get support for some fairly immediate problems trying to use SharkCAD Pro.

I am a new user and stumbling on what seem like glaringly obvious issues that should be fixed before a public release of the software.

I have tried to report these issues by: Help -> Shark Tech Support. I have then created a New Support Ticket. I have then provided information as prompted including short videos demonstrating my issues where relevant. After about a week, I have attempted to follow up by replying to the what seem like automated email messages, the replies given have just been a long the lines of we are awaiting a reply from the backend or similar.

Frankly this software has been the single most expensive software I have purchased in my entire life, so I am expecting a little more QA and support.

I have watched many of the provided videos (promotional and user help guides) and read through the manual, I am still confident this software has a huge amount of potential and could be an absolute winner, I'm just stumbling really hard at getting going like what I am seeing in the videos and manuals.

So please, how can I be efficient and effective in getting issues resolved so I can get going with this seemingly great software?

Creating a support ticket is good. Tickets are entered into a JIRA support system and assigned to a team team. If they can't figure it out, then they elevate it to development team member.

There are a lot of really knowledgable and helpful people in the forum.

If you are posting a problem to either support or forum, it's best if you can provide concise step by steps to repeat the problem and file (or subset of file).

If you can add your build number and Mac/Windows in your signature or include in your post that can also really help.

There have been ~20 updates since the first v14 release. You may want to check that you are on a current version or get a WIP build (1653).

http://www.masterviacad.com/beta/beta.php


Tim

Edited by user Thursday, March 21, 2024 6:46:50 PM(UTC)  | Reason: Not specified

I asked support for a status of your issues.

>> it seems that what you are saying the ticketing system would be preferred for actual broken items rather than how to do stuff items?

Ticketing system gets documented and assigned to QA personnel and if confirmed as a bug gets sent to development. Forum is not ticketed or assigned but is viewed by experienced designers/engineers.

And yes the ticketing system is for bugs and issues, not how to use the software. The best resources for for learning to use the software are:

--forum,user guide, blogs, included tutorials
--punchcad YouTube channel (https://www.youtube.com/channel/UCn8ngbwwwEZBMo1nJXSCndA/videos)
--masterviacad videos (http://www.masterviacad.com/videos/page7.html)

The above are open/free resources.


Tim