Forum: Across support
Topic: Across is no longer free
Poster: Michelle Mallasch
Post title: Across Basic Edition and Support
Like many translators, after many happy years of using Across for free, I was surprised to learn of the new Basic/Premium Editions and the drastic limitations of the former.
While I can understand that the company wants to make money, going from a free service to one requiring
EUR 20/month is beyond translator unfriendly, especially considering that most professional translators would be willing to dish out the money to buy a license for a one-time fee.
However, my real complaint relates to the lack of transparency regarding what the programs can/cannot do.
With me, this started with being locked out of Across because I had not updated my CrossMarket credentials on time.
A support person at Across scheduled a phone session with me and we were able to solve the problem. One of the things he suggested was installing the newest patch. What he neglected to mention was that I would no longer be able to generate target documents or work with different clients sequentially.
Now the back and forth with Across begins: After losing a potential job with a new client because I could not retrieve the documents due to "tasks being open on another server," now another support person simply kept insisting that I needed to close all previous tasks and kept directing me to the documentation.
However, due to the new installation, the tasks were no longer visible. Also, they had all been uploaded so there was nothing open. He also kept writing that I could not work with different clients simultaneously, which was not the case.
After reading the documentation, I came to the conclusion that I was basically going to be forced to upgrade.
Since I had not heard back from the support person after our last email correspondence, I decided to call customer service and the person there told me that the Basic Edition CAN BE USED with different clients as long as it is SEQUENTIAL, WHICH IS NOT MENTIONED ANYWHERE. He also said that my problem was probably due to a coding error from Across's side.
This problem has now been going on for a week now and still no resolution.
I can only hope that Across starts to take more interest in what will now be a much broader customer base and that the translation community (agencies and associations) begins to address these issues with Across in our favor.
Any feedback/suggestions from others would be appreciated.
Topic: Across is no longer free
Poster: Michelle Mallasch
Post title: Across Basic Edition and Support
Like many translators, after many happy years of using Across for free, I was surprised to learn of the new Basic/Premium Editions and the drastic limitations of the former.
While I can understand that the company wants to make money, going from a free service to one requiring
EUR 20/month is beyond translator unfriendly, especially considering that most professional translators would be willing to dish out the money to buy a license for a one-time fee.
However, my real complaint relates to the lack of transparency regarding what the programs can/cannot do.
With me, this started with being locked out of Across because I had not updated my CrossMarket credentials on time.
A support person at Across scheduled a phone session with me and we were able to solve the problem. One of the things he suggested was installing the newest patch. What he neglected to mention was that I would no longer be able to generate target documents or work with different clients sequentially.
Now the back and forth with Across begins: After losing a potential job with a new client because I could not retrieve the documents due to "tasks being open on another server," now another support person simply kept insisting that I needed to close all previous tasks and kept directing me to the documentation.
However, due to the new installation, the tasks were no longer visible. Also, they had all been uploaded so there was nothing open. He also kept writing that I could not work with different clients simultaneously, which was not the case.
After reading the documentation, I came to the conclusion that I was basically going to be forced to upgrade.
Since I had not heard back from the support person after our last email correspondence, I decided to call customer service and the person there told me that the Basic Edition CAN BE USED with different clients as long as it is SEQUENTIAL, WHICH IS NOT MENTIONED ANYWHERE. He also said that my problem was probably due to a coding error from Across's side.
This problem has now been going on for a week now and still no resolution.
I can only hope that Across starts to take more interest in what will now be a much broader customer base and that the translation community (agencies and associations) begins to address these issues with Across in our favor.
Any feedback/suggestions from others would be appreciated.