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 Post subject: How to: Get a quote
PostPosted: October 5th, 2017, 6:15 am 
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Joined: October 5th, 2017, 6:04 am
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I have been going in circles with a Customer Support individual by the name of Jaynita Chintaram for a week now. Our University is seeking a quote so that we can purchase this product. As of yet, all I have received were responses trying to upsell me on other products. Why is it so difficult to simply get a quote? Does Spacial not need our business or not interested in University's utilizing their product? Any assistance, ANY help whatsoever would be greatly appreciated.


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 Post subject: Re: How to: Get a quote
PostPosted: October 5th, 2017, 12:18 pm 
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Joined: December 6th, 2004, 9:00 am
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Location: Aachen (Germany)
The Spacial helpdesk is kinda problematic as it seems. While I didn't have any issues that couldn't be handled right away myself, there have been numerous reports of discussions with support getting stuck in some kind of endless loop where both sides feel like they're not understood at all.

What exactly is the problem at hand here?
Is Spacial simply rejecting to send you a quote or is this more of a misunderstanding?
If they outright reject a quote, did they give any reason? (i.e.: The academic licensing programme might only be for volume discounts and you request a quote for a single license, which you could easily get by just printing the webshop page)
In case of a misunderstanding that doesn't seem to be possible to clear, you could request the issue to be escalated to someone else.

The only way to get someone else to look at this issue yourself is by contacting the only Spacial employee with an actively used account (at least the only one openly identifying as Spacial employee) on this forum: memberlist.php?mode=viewprofile&u=40563
This is the profile of Mathew Coomber. As of my latest information his position at Spacial is currently "customer service manager".
You can try contacting him by PM or using the email button, but of course I cannot guarantee that he'll be of more help than the other customer service agent. This depends very much on why your original request went belly up.

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Benedikt Bauer - SVS (Spacial Volunteer Support)

We're offering custom PAL / PHP code and general SAM assistance at palscripts.com

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 Post subject: Re: How to: Get a quote
PostPosted: October 9th, 2017, 4:06 am 
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Joined: August 9th, 2012, 4:59 am
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I have reached out to the customer directly.


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