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.

3 comments:

  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...

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  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 keithlaska@sdl.com.

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  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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