[Doug Creek]

I think we need to start pushing for a way to identify some of us as "power users", or in some cases depending on what support rep you get, "God"/"Goddess" because I repeatedly have this problem. Every time I submit a case, I have exhausted anything that I can think of to fix the problem and usually tell them exactly what it is, and still get the run around...

My favorite is where they ask you what knowledgebase articles you've reviewed and you list them, then you get an email: Take a look at XYZ knowledgebase article, it should fix your problem. I love emailing them back: "Already did that, next..."

Quote:

Originally Posted by DrewAllen

This is why I never use Blackbaud Support unless I have to. I created a case where I specifically said that "The report will not run, because [the home page is] using the Crystal 8.5 runtime rather than the Cystal XI runtime."

The support person was able to reproduce the problem and got an error message saying that the file was "missing or corrupt," so they wrote back saying that " It appears to be an issue getting to the Report, but just from the Home Page," so now they're trying to figure out why the runtime can't find the file when it should be obvious that the runtime can find the file, it just can't read it because it's in a newer format, especially since I already stated that it was using an outdated runtime.

Drew