Poor ticket management & conflicting statements from support team

[jack_PDFXC]

Hello,
I am writing here because the standard email support loop has become entirely counterproductive and I need a senior team member or developer to look into my case.
Here is a quick summary of the situation:
• Sept 7 & 14: Detailed technical reports sent. On Sept 14, I received an explicit confirmation from support stating: “Thank you for the detailed report — this is exactly the kind of information that helps us diagnose issues properly.”
• Recently: Support claimed they "could not find" any of my previous emails, suggesting they never reached the system or were blocked by "large attachments" (the files were under 3 MB in total).
• Yesterday: As requested, I uploaded two separate ZIP archives through your official upload link. Your interface provides zero visual confirmation of success. I strictly asked for a simple acknowledgement that the files were received and readable.
• Now: More than 24/48 hours have passed with absolute silence.
I am tired of being told emails are "lost" when I have direct replies from your staff in my inbox. I was promised a "precise, technical update, not a vague acknowledgment", yet I cannot even get a simple confirmation that my uploaded data is being processed.
Could a forum administrator please investigate what is going on with your ticketing system and confirm if my ZIP archives are finally in the hands of the technical team?
Regards,
Jack

[Sean - PDF-XChange]

Hi Jack,

Sorry for the frustration you have experienced with getting support for the issues you encountered. I can assure you that we take all support requests very seriously and handle them to the best of our abilities. Thank you for providing the detailed information that was requested. We received your email yesterday and the support team have replied to it. We can continue resolving this issue in the email thread.

Kind regards,

[jack_PDFXC]

Hi Sean,
Thank you for your reply.
You state that “the support team have replied to it.”
I have carefully checked my mailbox, including deleted and junk messages, and I have received no reply from the support team to my email sent yesterday.
Could you therefore please tell me exactly when that reply was sent and resend it to me?
I would also appreciate an answer to the specific issue raised in this topic: how could I previously be told that my September 14 email could not be found and might never have reached your support inbox, when Dimitar personally replied to that same email on September 14 at 11:01?
Kind regards,
Jack

[Sean - PDF-XChange]

HI Jack,

Dimitar will be in contact with you shortly by email in relation to this issue.

If you were told that your previous email could not be found, but you also received a reply to it—then I can only assume that you whomever told you that was mistaken, but that is unlikely as all emails are retained by our server and simple to locate. In any case, the important point here is that your issue is being handled as we speak, and you will have an email about it shortly.

Kind regards,

[jack_PDFXC]

Hi Sean,

Thank you for your clarification.

You wrote:

“all emails are retained by our server and simple to locate.”

This is precisely what makes the situation difficult to understand.

On September 28, Dimitar wrote to me:
“I cannot find your previous messages in our system — neither under the dates you mentioned nor under your name.”
He also suggested that the emails may “never have reached our support inbox at all.”
However, Dimitar had personally replied to my September 14 email at 11:01.
And today, after I provided him with that information, he confirmed:
“That matches my records too.”

So, to summarize:
- on September 28, my September 14 email could not be found and might never have reached your support inbox;
- today, Dimitar confirms that his records do in fact contain his reply to that email;
- and you now confirm that all emails are retained on your server and are simple to locate.

I think you can understand why I am having considerable difficulty reconciling these statements.
Kind regards,
Jack

[Sean - PDF-XChange]

Hi Jack,

Yes, I understand your confusion. I hope that it's clear now that we have received your emails and are working to resolve the issues contained therein.

Kind regards,

[jack_PDFXC]

Hi Sean,

I would like to provide an update following my previous messages.

First, I would like to thank Oleksandr Horolskyi for finally taking up the technical investigation of my scanning issue with the Brother MFC-J6955DW.

After some additional testing, a workaround using the Brother native TWAIN interface was identified, and Oleksandr has now confirmed:
“We will investigate the possibility of making this feature work without the Native UI.”

This is exactly the kind of technical follow-up I had been requesting, and I appreciate that this first issue is now being properly investigated.

However, there is still the second issue I reported on September 14 concerning PDFs created with PDF-XChange Editor 11.0.1 and their display on an iPhone.

As documented in my original report, my comparative tests showed:
- PDF created with PDF-XChange Editor 10.5.1.394 → same iPhone: OK
- PDF created with PDF-XChange Editor 11.0.1 → same iPhone: background visible, text missing
- PDF created with PDF-XChange Editor 11.0.1 → Samsung/Android: OK
- PDF created with PDF-XChange Editor 11.0.1 → Windows: OK
- PDF created using the Epson software → same iPhone: OK

These results show a clear difference in behaviour between PDFs produced by PDF-XChange Editor 10.5.1.394 and 11.0.1 when displayed on the same iPhone.

I understand that the Apple PDF viewer may be involved. However, simply attributing the problem to Apple does not explain why a PDF produced by version 10.5.1.394 displays correctly on the same device while one produced by version 11.0.1 does not.

I would therefore appreciate the same level of technical investigation for this second issue: specifically, whether something changed in the PDF output between versions 10.5.1.394 and 11.0.1 that could explain this compatibility difference.

Thank you again for the progress made on the first issue. I now hope the September 14 report can receive the same technical attention.

Kind regards,
Jack

[Dimitar - PDF-XChange]

Hello Jack,

Thanks for forwarding all the files and information to us via email.

Both cases are now being investigated by our developers.

Regards

[jack_PDFXC]

Hi Sean,

I would like to follow up on the two technical issues discussed in this topic.

The first issue, concerning duplex scanning of long documents with the Brother MFC-J6955DW, was reported on September 7. The second issue, concerning PDFs created with PDF-XChange Editor 11.0.1 that do not display correctly on iOS, was reported on September 14.

On October 5, Dimitar confirmed by email that both cases were being investigated by your developers.

Regarding the PDF display issue, I subsequently sent Dimitar two clearly identified PDF files on October 7: one that displays correctly on iOS and one that does not. These files were provided to help your developers compare the results and investigate the issue.

Since then, I have received no further update on either case.

As of today, 50 days have passed since the first report and 43 days since the second. Despite the information, files and comparative tests I have provided, I have yet to receive any technical findings, meaningful progress update, or information about possible solutions.

I understand that technical investigations can take time. However, after this length of time, simply confirming that cases have been forwarded to the development team is no longer sufficient. I would expect a concrete update explaining what has been investigated so far, whether any findings have been made, and what the next steps are for each case.

Could you please provide a specific update on both issues?

Kind regards,
Jack

[Sean - PDF-XChange]

Hi Jack,

Thank you for following up.

I appreciate your frustration regarding the time that has passed since you initially reported these issues, particularly given the detailed information, sample files and comparative testing you have provided to assist our developers. Please accept our apologies for the lack of communication in the meantime. We appreciate the time and effort you have invested in documenting these problems, and understand your expectation of a more substantive update.

Both issues have been referred to our development team for investigation. However, I don't currently have any further technical findings or confirmed timelines for their resolution that I can share with you. We are a small company and, at any given moment, we have a vast amount of user queries and other requests that are being handed by a small team of developers. Your queries will be handled in due course. Thank you for your patience and for bringing these matters to our attention. Your reports and supporting files are valuable in helping us identify and address issues with our software.

Kind regards,

[jack_PDFXC]

Hi Sean,

Thank you for your reply and for acknowledging the lack of communication.

However, I have recently found an earlier case from April 2024 that raises similar concerns about the follow-up provided by your support team.

At that time, I reported a problem with the “Identify Forms” feature and supplied the PDF files concerned, including a second version of the form that produced even worse results. Dimitar confirmed that he had reproduced the problem and forwarded the files to your developers for further investigation. He subsequently suggested a possible cause and stated that the developers would investigate it and improve the recognition engine if necessary.

I have found no further update or conclusion regarding that case.

This is why your current explanation that Tracker Software is a small company with a large volume of requests does not fully address my concern. I understand that development resources are limited and that technical investigations can take time. My concern is that, in both the 2024 case and the two current cases, the process appears to stop at the point where the issue is forwarded to the development team, without a clear follow-up or conclusion being communicated to the customer.

I am not claiming that the technical issues are easy to resolve, nor am I assuming that they have deliberately been left unresolved. However, when the same lack of follow-up appears to occur over such a long period, it is reasonable to question how these cases are actually tracked and brought to a conclusion.

I would therefore appreciate more than another confirmation that the cases are with the developers. I would like to know whether the two current issues are actively being investigated and whether customers can expect to be informed of the outcome, even when no immediate solution is available.

Kind regards,
Jack

[Sean - PDF-XChange]

Hi Jack,

I understand the distinction you're making between investigating an issue and communicating the outcome of that investigation. You raise a reasonable concern about the follow-up process, and I appreciate your taking the time to explain it.

Our developers investigate reported issues alongside their other responsibilities, and the time required can vary considerably depending on the nature and complexity of each case. Unfortunately, this means that we cannot always provide regular technical updates or predict when a particular investigation will be completed.

One of the responsibilities of our support team is to report issues to the development team for investigation. When these reports result in the creation of work items or tickets they are handled according to their priority and, within those priorities, generally on a first-come, first-served basis. Naturally, critical issues, or those affecting large numbers of users, receive greater priority than less urgent matters.

As a result, issues that are not considered critical may remain in the development queue for some time, particularly given the many thousands of tickets awaiting attention. The management and prioritisation of these tickets are the responsibility of the development team. Our support team does not have direct access to the internal ticketing system or control over how individual issues are prioritised. However, this certainly does not mean that the process stops once an issue has been forwarded to the developers. Reported issues are assessed, prioritised, and addressed as development resources permit.

Regarding follow-ups and resolutions, we recommend keeping an eye on the version history accompanying new releases, where significant changes, improvements, and bug fixes are documented. Given the volume of outstanding tickets and the size of our development team, it is unfortunately not practical for us to request individual progress updates on every outstanding issue whenever a user enquires about one.

The most recent information we have regarding your cases is that they are under investigation by the development team. We have not received any further technical findings or updates at this stage. Should the developers provide us with additional information, we will of course pass it along to you.

I appreciate that this may not be the level of detail or progress you were hoping for, particularly given the time that has elapsed. Nevertheless, I hope this explanation provides a clearer understanding of how reported issues are managed and why regular updates are not always possible.

Thank you again for your patience and understanding.

Kind regards,

[jack_PDFXC]

Hi Sean,

Thank you for your explanation. I understand the constraints you have described, but I think it is worth distinguishing between two levels of support.

Level 1 — Front-line support: For straightforward questions, such as how to use a feature or where to find a command, your team is generally responsive and helpful. This deserves to be acknowledged.

Level 2 — Technical investigation: When an issue requires investigation by the developers, my experience has been quite different. Problems may be acknowledged, reproduced and forwarded, but meaningful follow-up or a clear conclusion is often missing from the correspondence I have found.

I am not claiming that nothing happens internally. The difficulty is that, from the customer's perspective, the process becomes a black box once the issue has been forwarded.

There is also an additional burden for me as a French-speaking customer: I have to translate the technical correspondence myself to follow the discussions in English. Having a French-speaking contact, as Patrick C. was in the past, made things considerably easier.

Your website describes Tracker Software as an accessible and responsive company and states that customer satisfaction is its number one priority. While my experience with front-line support broadly reflects that description, my experience with more complex technical issues does not.

I have been a customer since 2017 and have continued paying for maintenance. I understand that maintenance does not guarantee an immediate fix for every problem. My concern is the lack of meaningful follow-up when technical issues are referred for investigation.

I hope this feedback will be useful, both to Tracker Software and to other users reading this discussion. Acknowledging and forwarding an issue is a necessary first step, but clear communication about what happens afterwards is also an important part of customer support.

Kind regards,

Jack