sugar professional support

[acc]

we have a professional sugar crm version , we have problem having support , although we are supposed to have a 48 hours maximum support, that we are paying for ! , we have no effective resolution , can any one help ?

[acc]

hi all ,


we have received an email from sugar technical support saying that " they do not will resolve the problem , perhaps they will do that in the future version !!!!" , they do not consider that like a bug they find normal to receive attchement with this name 3e7f6e13-a93c-8ce1-a7ab-43c57680d068php_imap.dll ,

Ps : the bug is that when you send an email with an attachement sugar add 20 other carachters to the name so the receiver will receive an attched file looking like this 3e7f6e13-a93c-8ce1-a7ab-43c57680d068php_imap.dll

[sugarchris]

Hi acc,

It's actually 36 characters.

While I respect your opinion, I do not think highly of you coming here to vent your frustrations with our support department. They are not in the business of building out customizations for support contracts; this is handled by our Pro Services team, or by a developer here in the classified section. They do not have code-change access like the SugarCRM developers. In other words, what you asked for is not in the terms of the contract.

You are of course welcome and encouraged to file bugs. This helps us build a better application.

All this being said, I also noticed the attachment naming issue. The issue you brought up has been in my mental queue for a bit more than a month, and I finally have some time to devote to it. I'll target the fix for 4.0.1. If it's as easy a fix as I think it is, it will be in that patch.

[longreach]

Quite right Chris - this was a "works as per design" - and while not perhaps an endearing feature - is how it worked when he bought it. Abuse is not a right of purchase.

[acc]

thanks for the reply

1/ it is a great msitake to try to hide the truth
2/i know that it is a bug , you know that it is abug ,and that it is not an improvement that i'm asking for , the version 3.5 does not do that so it is a regression in version 4.0
3/no one of email client in the world add 30 random caracters to the file attchement
4/we are just asking for support to resolve bug it is not customisation of the crm

ps : remember that the bug was , when you send an email from sugar 4.0 with an attachement called test1.pdf the reipient receive the email but the attachement is called a3fba85f-0026-340b-dea9-43c570f4077dtest1.pdf , wich is not normal (unless if in an other planet email client add random carachter to files to make them more difficult to use , browse..)

when we have paid for support the version 3.5 was not having this strange behaviour

[NiallH]

Sounds like a bug to me anyways. In my humble 6 years experience in systems development I would call this a bug. Can you imagine forwarding on an email for example and the text of the email was prefixed with some 20 digit tag?

Its a bug!