Is anyone else having issue with Tolis Group tech support?
I opened a ticket with them in August. They offer some help initially but the issue was never resolved. At first they attributed the poor responses to email system issues. They stopped responding all together after a while. After repeated attempt by contacting their sales department I was directed to open a new ticket on a new support platform at support.bru.com (instead of tolisgroup.com). I got some initial response, basically got to where I was with the first ticket, then no response at all again.
Their "new" support platform has been down for the past few days for "Scheduled Maintenance."
Just exactly what's going on at the Tolis Group? It seems to be a hot mess...
My experience is that they have over promised in terms of response time and rollout of updates and new products. On the tech support side, if you send a ticket with, say, 3 parts to it, they will pick 1 part to respond to and ignore the other 2. Other times I won't get a response at all. Seems like they are understaffed. I'm always open to other options, there is nothing worse than feeling tethered to an unresponsive vendor. If anyone has recommendations for transferring a bru tape library to another format that has crc and verification under ubuntu I am all ears:)
After much hassles they finally responded to my tech support issue. After some exchanges they basically said we don't know what happened and we don't know how to fix it an that's that. Really disappointed.