Monday, January 22, 2007

SDL/Trados Support Looking Up?

"If you have any comments, please email my manager..."

The back cover of the current ATA Chronicle is a big ad from SDL/Trados, with a letter from Keith Laska, Vice President, SDL TRADOS Technologies, announcing new customer service initiatives:

"This year you'll be able to escalate issues directly to my management team, and to me [...] Why not start now? If you have any comments on our level of customer service, please email me [...]"

I have been unhappy with the quality of Trados, and also with the quality of the support, so I thought I might give it a try, and see if this was just a publicity stunt, or if they actually meant it.

So, on Friday I emailed Keith, with a list of complaints. I was not expecting much, but this morning I received a call from Keith, who wanted to get more details on the issues I had. He also said that I would receive a call from a local "Customer Success Manager", and in fact this morning I was also received a long call from David Noiseux, who asked more questions about the details of the issues I have had with Trados.

It is early to tell if things are really improving, but at least they seem to be moving in the right direction.


  1. Well, you've been sort of lucky. In November my Trados 7.1 crashed and the only way to work was to downgrade it to 6.5. I sent a question to the support, and a few days later they called me to sell... the support service. They said that even if I didn't have a support contract they would answer but could not guarantee a response time. Two months have passed and I have not received any answer yet. La speranza è l'ultima a morire...

  2. Why don't you try to send a message to Keith, and see if that can get things moving? His e-mail (in case you don't have the Chronicle) is

  3. Thanks to your blog my problem has been solved. The Worldwide Customer Satisfaction Manager of SDL Trados read my comment to your post and contacted me. I must say he did his best to help me, nevertheless the whole thing lasted over three months! For those who want to know more about it, I tell the whole story here.


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