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RSRIT's avatar
RSRIT
New Contributor
2 months ago

TestComplete Support Ticket Not Being Fixed

Hi all,

My team has had a support ticket open with SmartBear for over two years now. When we first opened the ticket, we provided SmartBear with a copy of our software and a project suite so they could duplicate the issue. We were told that the developers were able to duplicate the issue and that our ticket would be prioritized. Throughout the last two years, we asked for any updates and each time we were told that they were waiting for a response from the development team. Last week, we reached out again, but this time we were told that all progress/data related to our ticket was lost and that we would need to resend all the information that we had provided several times now. No progress has been made with our ticket in two years despite being told on numerous occasions that the ticket was prioritized. Has anyone else had issues similar to this, and if so, how were you able to get it resolved?

Thanks in advance!

7 Replies

  • Hassan_Ballan's avatar
    Hassan_Ballan
    Icon for Champion Level 3 rankChampion Level 3
    2 months ago

    Hi RSRIT​,

    I’m really sorry to hear about your ongoing experience — it’s incredibly frustrating when you do everything right, including providing a reproducible case, and still see no progress over such a long time.

    At this point, I strongly recommend shifting focus from waiting on a fix to exploring a workaround, if at all possible. Many of us in the community have been in similar situations where a workaround became the only viable short-term path forward — especially when timelines start stretching beyond what’s reasonable.

    Here are a couple of suggestions that might help:

    • Reframe your current issue as a community post (without NDA-sensitive details) and share what the problem looks like in practical terms — someone here may have dealt with a similar scenario and found a way around it.
    • If the bug is isolated (e.g., tied to a specific object type, control, or technology), try experimenting with alternative identification methods, scripting workarounds, or even environment adjustments.
    • If you’re still under maintenance, it’s still worth reaching out to your SmartBear Sales Rep to escalate the ticket — especially now that historical data has been lost.

    Sometimes another set of eyes can spot a workaround path that’s easy to miss when you’ve been buried in it for so long.

    You're definitely not alone in this — and the community is here to help where we can.

    • RSRIT's avatar
      RSRIT
      New Contributor
      2 months ago

      Hi Hassan_Ballan​,

      Thanks for the response, I really appreciate it! We were able to find a workaround more than a year ago, but it just isn't a great long-term solution. We have tried reaching out to other members of the SmartBear team, and that has not been helpful. We have talked to 3 account managers and a renewals specialist. The account managers either told us that the issue was being investigated or we just didn't hear back from them after emailing them. The renewals specialist told us that the ticket was escalated. Part of our frustration is that we paid for a renewal with them because we were told the ticket was escalated after the case had already been open for over a year. I'll try reaching out to a SmartBear Sales Rep again.

  • rraghvani's avatar
    rraghvani
    Icon for Champion Level 3 rankChampion Level 3
    2 months ago

    Hi RSRIT, I suggest you get in contact with your SmartBear Sales Representative and explain your issue, so that it can be escalated. It is possible for "tickets" to get lost, depending on the system being used, maintenance, upgrades, user error etc.

    I'm still waiting for bugs that I logged beginning of this year, to be fixed!

    • RSRIT's avatar
      RSRIT
      New Contributor
      2 months ago

      Hi rraghvani​,

      Unfortunately, I've already contacted 3 account managers and a renewals specialist about the issue. We were told the issue was being investigated, escalated, or they would just stop emailing back. Thank you for responding!

      • rraghvani's avatar
        rraghvani
        Icon for Champion Level 3 rankChampion Level 3
        2 months ago

        Can I ask, what the exact issue you've found?

        You can also message PMularczyk​ - Pawel Mularczyk, who is Product Manager for TestComplete