CHESSBASE support and customer service.

[chesstango]

I want to thank Mathias Feist and Steffen Giehring for their excellent and personal attention and support. State of the art SERVICE!!
Dr Wesler

[Martin Thoresen]

I want to thank Mathias Feist and Steffen Giehring for their excellent and personal attention and support. State of the art SERVICE!!
Dr Wesler

Can't really say the same, I sent them an email with a few questions about Deep Fritz 12.

february 10, 2010, 15:21

Still not answered.

[alpha123]

"If an email is sent to ChessBase, and no one is around to read it, was it really sent?"

I'm glad you like their customer service.
Martin Thoresen, sorry but you are never going to get an answer, and if you do it will not be helpful at all .

Peter

[bnculp]

I have had a simliar experience with Chessbase regarding GUI problems with the new Fritz 12 interface. Email sent to Steffen Giehring
on Nov 19,2009 has not been answered. Unfortunately for me this kind of non support from CB is typical.

[Werewolf]

I have had a simliar experience with Chessbase regarding GUI problems with the new Fritz 12 interface. Email sent to Steffen Giehring
on Nov 19,2009 has not been answered. Unfortunately for me this kind of non support from CB is typical.

My own personal take on this is to phone them. Costs a fortune but it's the only way. I had an unanswered email and I just got fed up, dialed long distance and they fixed it right there.

[kingliveson]

Non-existence.

[Albert Silver]

My own personal take on this is to phone them. Costs a fortune

There are alternatives. I do a lot of long distance and international calling, so I have a VOIP phone. It is a normal phone with a number to receive, and I can call any landline in the world, as well as US mobile numbers, unlimited, for $25/month. I do not need to use my computer for this.

[Stephen Ham]

I want to thank Mathias Feist and Steffen Giehring for their excellent and personal attention and support. State of the art SERVICE!!
Dr Wesler

Hello Dr. Wesler,

I'm delighted that you had a positive experience with ChessBase. However, my experience is more typical...a negative one.

I tried to purchase ChessBase 10 from their website. But their automated system repeatedly failed to work. So, I purchased it instead from Amazon.com. Their automated system works.

Nonetheless, I sent an email to ChessBase's customer service that detailed the problem. To my surprise, I got a reply asking for more details, although it took them a couple of weeks to respond . I provided additional details of their system's failure, pointing out that they're surely losing business without a properly functioning website to purchase products directly from them. I can't be the only one experiencing a problem.

Since then, it's been just...silence from ChessBase. Silence is also what I got when I emailed them earlier about difficulties in loading Rybka 3 as a UCI engine.

All the best,
Steve

[Cubeman]

I have generally been happy with their service.Sometimes it is a problem with my hardware which is at fault.I suppose they get alot of queries when there are answers provided in the FAQ section.