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August 7, 2019 - 10:05pm #1

Hi

I used the form months ago to try and change license type

I got auto reply saying someone would get back to me within 72hrs, but they never did

our Vuforia account is

, but if you could CC

that would be great because I don't check that other account often

cheers

Tom

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March 9, 2020 - 6:19am #16

Hi,

after posting here at the beginning of February we are still waiting to get a response for our request.

If there is anything you can do to get our request processed that would help us immensely!

Kind regards,

Barbara

 

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March 3, 2020 - 2:58am #15

Hi,

I've checked case: 15291173 and it seems that a colleague from Billing has contacted you.

I apologies for the created inconvenience.

Thank you.

Vuforia Engine Support

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March 3, 2020 - 12:07am #14

Hi there,

 

I have submitted my ticket 7 days ago and my case is still not solved. I'm starting to lose patience. 

 

I recevied an email from your representative ( Case 15291173 [ ref:_00DA0YLPa._5005A1E3ONh:ref ] ) but I cannot respond to it! I received an email that says:

 

Unable to process your email : Re: Case 15291173 [ ref:_00DA0YLPa._5005A1E3ONh:ref ]

Dear Sender,

Thank you for your email.

However, we are unable to process your email received at

, due to one of the reasons mentioned below.

Either

-     There was a connectivity issue due to which the email could not be processed.

What you should do

If you had mentioned a correct case number in the subject of your email in the format C123345678, please resend the email after some time. We apologize for the inconvenience being caused.

Or

-    The email did not contain a valid Case Number in the format C12345678.

What you should do

In this case, please make sure to mention the case number in the subject line in the format C12345678 and resend the email again. Emails without a valid Case Number reference in the subject line will be rejected by this email address.

Important:The above information is application only to the emails received at

and delivery to all other recipients ( if any ) in your original email is independent of the above.

Alternate Method

You may also use the online Case Tracker to view the Case details. On the case details page, you can add your comments and also attach files to the case.

Alternatively, you can call the Technical Support Toll free number and contact the PTC Technical Support Representative directly.



For questions or concerns regarding the PTC Customer Support website or other digital services, please use our eSupport Help Community Page

Sincerely,

PTC Technical Support

 

I tried following the steps mentioned above but nothing works. Not the phone line, not resending the email. I demand a proper customer care, this is a charade.

All I want is for you to reattempt to charge my bank account. Please respond. 

M

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February 27, 2020 - 3:44am #13

Hello there,

I haven't received a response to my ticket for 2 days now. Can you please escalate? 

The email address is:

 

PS: I understand it takes 3 days but if it's possible to do it a bit faster I'd much appreciate it; facing a deadline with the client.  

 

Thank you,

Maciej

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February 6, 2020 - 12:59am #12

Hi @Jelly1995

Nope, doesn't matter, in order for me followup internally on such request I would need the e-mail address that you used in the form.

If you don't get an answer after the 72h, send me a pm with the e-mail address used and I will escalate it internally.

Thank you.

Vuforia Engine Support

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February 6, 2020 - 12:49am #11

Its only been 24 hours so i guess i would wait a bit longer. I didn't use the email address from my developer account. Should i re-sumbit a form? Thanks.

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February 6, 2020 - 12:38am #10

Hi @Jelly1995

Yes, please let me know when you filled it out. It usually takes 3 working days for someone to contact you.

Also please confirm if you used the e-mail from your developer account when filling out the form.

Thank you.

Vuforia Engine Support

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February 5, 2020 - 11:47pm #9

Is this form https://engine.vuforia.com/contact/contact-sales? still working? If not how can i contact support. I havn't got a reply too...

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February 5, 2020 - 1:51am #8

Hi @tGEBarbara

Sure, could you please confirm that you used this form to contact the sales and didn't get an response: https://engine.vuforia.com/contact/contact-sales?

Also did you use the e-mail address form your developer account? if not, could you please provide the one used via pm?

Thank you.

Vuforia Engine Support

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February 4, 2020 - 9:49am #7

Good evening,

we've been trying to get a licencing issue resolved with your sales team for a few months now. We were told to contact the US team but never got a response.

Could you please help us with this?

Company name is the Good Evil GmbH

Thanks!

 

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November 12, 2019 - 6:16am #6

Hi @ItalyRA

Could you please confirm via pm your e-mail address that you used to contact our Sales department?

Thank you.

Vuforia Engine Support

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November 11, 2019 - 3:52am #5

Hello,

We wrote a info plan request to use Model Target and, eventually, upgrade our cloud plan but no reply.

The request is been done this past week. The company name is IBS Srl.

Thanks

 

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August 29, 2019 - 4:21am #4

Hi @appsgamahealthcare

I've escalated your request internally.

Apologies for created inconvenience.

Thank you for your understanding.

Vuforia Engine Support

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August 29, 2019 - 3:18am #3

I'm having the same problem. I sent you a question about purchasing a license almost a week ago and I still have to response.

Could you please contact me at

?

Thanks!

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August 8, 2019 - 7:08am #2

Hello,

Apologies for the inconvenience, and thanks for the info. I'll escalate internally and see if we can get this moving again.

Thanks,

Vuforia Engine Support

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