The Letterville BullBoard: SIGNLAB refuses to give customer service!!!

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Posted by Barry Branscum (Member # 445) on :

I have used signlab software exclusively for the past eight years.

Many of you have heard me sing it's praises here, and often.

Now however, I am compelled to talk about the product again, but sadly in a much more negative light.

I have had two problems with the software for over a year: one with regards to the way the software handles TRUETYPE fonts: IT CAN'T, at least not on my system.

It doesn't matter if I have 80 fonts loaded, or 800, TTF fonts randomly disappear and will not return until the system is restarted.

Then there is the issue of the plot spooler: It will only spool one job at a time. If you try to load more than one job, it tries to cut BOTH AT ONCE.

That makes for a lot of troublesome baby-sitting let me tell ya.

I have had as many as FIVE techs working on this at a time in the last year and they have offered NO SOLUTIONS AT ALL.

The last time I spoke to them for help, their final answer--after a YEAR or more of WASTED HOURS with downtime and phone calls, was, "I just wouldn't hold out much hope."

WE DON'T KNOW what your problem is or how to fix it.

I then tried to get in contact with a sales rep to discuss some sort of reparations/ assistance, and for a SOLID MONTH I have been unable to get anyone to call me back.

This is a serious matter, and with a lot of other competitive products on the market, I would DEFINATELY encourage my fellow sign makers to look elsewhere than SIGNLAB.

They will definitely leave you hanging out to dry. I am living proof of that.

You guys can expect me to help you to remember too--I will likely repost this message again in the future! >

Barry

PS: If any of you fine folks from CADLINK read this, I STILL welcome a phone call or an email to help fix this situation....

------------------
Master's Touch Signs &
Screenprinting
Clinton AR
5017456246
ICQ 17430008
"Imagine the Possibilities..."

Posted by Nevman (Member # 332) on :

I also have the problem with the fonts disappearing; on three different machines.

I've used the program since Cadlink 2.something when it was still back in DOS. I'm now running SignLab 4.95.

I always had great tech support back then with prompt follow-up calls when I would have to leave a message. They also REALLY helped me out when my shop was robbed in '95.

Not anymore. Several months ago, I called and left messages for tech, but have not heard from them.

I like the program most of the time and know it like the back of my hand(s).

It's just such a nuisance to have to re-boot all the time.

I keep hoping that they will fix the problems, but they don't seem interested in helping.

It may be possible that they help the folks with the current version first.

I guess we'll see...

------------------
Pat Neve, Jr.
Sign Man, Inc.
4580 N. US 1
Melbourne, FL 32935
321-259-1703
signman@signmaninc.com
Capt. Sign
Letterville Constituent
constituent: "One of the individual entities contributing to a whole"

Posted by Myra Grozinger (Member # 327) on :

Here is my 2 cents worth

I posted a general question about Signlab on this board before I bought it and, in addition to the answers I got here, I got a call from Signlab Sales with an offer to help with the learning curve and to steer me towards buying it.
This was a big help in answering my questions about how it will all connect up and interact and interface with Fargo/import from Casmate/the Edge and all that in the (near) future.

Now I have Signlab E6 installed, my new (used) Edge sitting here, my old Gerber 4B pining to cut after the Edge prints and me having all kinds of screaming fits getting them to talk and work together. I posted about it and got good suggestions. The problem turned out to be a faulty interface card, plus I needed a second one that was not sent to me til today.

So I got another call from SignLab. This time the Tech Department. They spent hours with me yesterday afternoon. We couldn’t hook it all up, the card was after all bad, but I was surely impressed with this attention.
I learned that obviously they monitor our conversations on this board, so I count on that they will help you, too. I am grateful for the unexpected and unasked for handholding, and hope for a good relationship with the company.

------------------
Myra A. Grozinger
Signs Limited
Winston-Salem, NC
V 336-722-1033/F 336-723-6112
signslimited@triad.rr.com

Posted by Dave Grundy (Member # 103) on :

Myra..I wish you all of the best in dealing with SignLab/CadLink.

My dealings with them were much less productive, in fact, I found them to be liars. (yes I said liars!)

That is why I choose to promote CorelDraw as the design program that can't be beat!

I WANTED to buy CadLink.. Many years ago..and had the cash to do so..the supplier said it was back ordered, the supplier's supplier said it was back ordered. When I called Cadlink/SignLab they told me the suppliers were lying to me! End of story.

Bought CorelDraw..and haven't looked back since!

I LIKE Corel..it ain't backordered, it has glitches but they get fixed fer free and it doesn't cost $4000 to get messed around with. Only a quicky fer $300!!!!!!!!!

Sorry to sound so negative but I have a REALLY bad taste in my mouth about SignLab! I truly hope that you have a better experience than most Myra!

------------------
Dave Grundy
AKA "applicator" on mIRC
"stickin' sticky stuff to valuable vessels and vehicles!"
in Granton, Ontario, Canada
1-519-225-2634
dave.grundy@quadro.net
www.quadro.net/~shirley

Posted by Roy Frisby (Member # 736) on :

I too have on occasion had my ttf fonts disappear but not often enough to be concerned about. It seems to occur when
I am running Quikbooks on the same machine.
There may or may not be any connection. I have emailed Cadlink about the problem with
the spooler program trying to send all jobs
simultaneously. They replied that they
were unable to duplicate the problem in their
equipment. The problem with the plot spooler
is not just a few isolated cases. It seems
to be quite widespread among Signlab 5 users.
They sent me an older version of Spooler but
it did the same thing. It is a bug in Signlab itself and they can't put their finger on it.

I wonder if anyone with E6 signlab has any of
these same problems. Maybe someone will post
that has E6.

------------------
Frisby Signs, Inc.
El Dorado, Arkansas
870-862-5073

Posted by Steve Shortreed (Member # 436) on :

I'm glad someone at Cadlink still has the sence to monitor this BB Myra. We once had them here as Merchants, but they had a hard time with any post that didn't praise their product. When faced with a tough question or critism, they were afraid to address it here in a public forum. Our relationship ended when I refused to remove a signmaker's post that favored a compeditor's product.

Cadlink has a great product. We actually own 2 of their Colormaster programs ourselves. I hope someone in their marketing department reads this thread and realizes that it is small shops like all of ours that are their bread and butter. It's not too late to change.

------------------
Steve Shortreed
144 Hill St., E.
Fergus, Ontario
Canada N1M 1G9
519-787-2673
steve@letterhead.com
ICQ 316338
www.letterhead.com/profiles/shortreed/

Posted by Karen Sartain (Member # 241) on :

I've been a Signlab user for a LONG time and have noticed that in the last year or two, it is harder to access the tech support department. You leave your name & number & then they call you back. Sometimes I have had to leave a couple of messages before getting my call returned... BUT, once they do call me, they have been super about helping me with whatever questions/problems I've had. My colormaster version 5.01 (I think I was one of the first to get it!) began having problems several months ago after I had an extra port installed on my computer. A couple of tech people worked with me to see why it stopped recognizing .AI files. They never did figure it out, but they did send me a revised version that I could install. I finally got up the courage to do just that a few nights ago and it fixed the problem completely. Whatever CompUSA did to my machine when they had it for those 2 days, I'll never know...but I do know that whatever it was tweeked my SL. I've never had a problem with disappearing fonts or trying to cut a bunch of files at one time. I have been more than happy with Signlab and look forward to the 6e upgrade one of these days. I may get aggravated once in awhile, but I'll never regret putting my hard earned money into an excellent sign program such as SL. And, over the years, I don't have any more in my 'high priced spread' than I would have had in all the upgrades for Corel had I stuck with it from the beginning. I imagine Corel has come a long way to being more sign friendly rather than just a desktop publishing program in the last few versions, but that's a lot of tedious years I didn't have to waste my time with. I've been running happy & steady with Signlab since 1993(or is that 94? dang I MUST be getting old!

)
Myra, may you enjoy the relationship that I enjoy with Cadlink

You bought a great product IMHO.

------------------
Karen Sartain
4030 J75 Drive
Paonia, Co 81428

We are not human beings on a spiritual journey.
We are spiritual beings on a human journey."
-Stephen Covey

Posted by Robin Sharrard (Member # 388) on :

SignLab, Sorry bout the double post. I gotta say that I've spent the past two days with Kevin at tech support and we worked through a major conflict problem between SignLab drivers and some hardware/software/dongle bugs, until a solution was found. He was very patient with a sometimes spastic customer! I've delt with SignLab tech support for almost three years and have had good results. I do agree that at times it is difficult to get in touch with them in an expediant manner but they did not give up try to get back to me. So that's my two cents and I gotta say thanks if their monitoring this!

------------------
Robin Sharrard
Sharrard Graphics & Sign
Fallon, Nevada
rds@phonewave.net
"Proud $$$ Supporter"

Posted by Glenn Taylor (Member # 162) on :

Tech support for any company is expensive. I think most of us just think of it as someone on the other end of the line who has no one else to talk to but us. If I remember correctly, it seems to me that I read a report that it costs the average company something like $48(us) per tech call.

When I first bought SignLab back in 1992, I could get through to Cadlink without waiting. Today, I imagine they've had to make quite a few adjustments as their customer base continues to expand, just as I sure Gerber and Flexi are doing the same.

I've always received good service from Cadlink and from Gerber. In Barry's case, I suspect that they decided that they've done all that they can do without going to a major expense. Lets face it. They are no different than any other company including our own. They are there to make money. If they have a client who reaches a point that he or she is costing them money at an unacceptable level, then they made a business decision to cut their losses. That's how I see it anyway.

Over all, I think Cadlink is a better than average company. They've done well by me.

*******

And to you guys at Cadlink (yes, we know your watching ), its time to get your heart right and start advertising again.

------------------
Warning: A well designed sign may cause fatigue due to increased business.
http://members.tripod.com/taylor_graphics

Personal > walldog@nc.rr.com
Business > creativesigns@bbnp.com

Posted by Jim Upchurch (Member # 209) on :

I have e6 and just worked out a problem with tech support. They have always been pretty quick about getting back to me. One possible problem may be if you don't leave your dongle number, etc. If they are swamped they would have to take the time to look it up.

For some reason SL is weak in its True Type fonts handling. I have bitched about it for years. I haven't had any disappear, my problem is with the installation and removal within the True Type category you had previously made. I was disappointed that e6 is not improved over the bizarre manual method of installation and removal within subgroups. I just installed the two freeby TT fonts from here and the fastest method I can figure is to install, remove the subcategory (True Type), run the filter, create a new True Type category and select it.

If anyone at Cadlink is reading these posts please fix this and support this board, you're getting alot of free advertizing.

------------------
Artworks
Olympia WA

Posted by MikeWolinski (Member # 2238) on :

How many software companies give you free tech support? I do not have one software program besides Signlab that gives me free support. They should be praised for the efforts.

However, I was one of those pain in the butt customers who had a problem and would not let them rest. I burned many of my hours as well as their hours trying to solve my issues. They tried many things but eventually seemed to be throwing up their arms. I was irate, to say the least.

One day a friend (who runs Signlab but has no major problems) asked me if I had ever reformatted my hard drive. I laughed and asked "why would I do that"!?!? He explained that all my programs run in windows. It is possible over time that parts of windows become corrupt and may be the root of my problems. He said that I should reformat my hard drive annually once a year and I will be amazed by the performance as well as lack of problems.

Now I think my friend is NUTS! However, I was frustrated and willing to try anything. The biggest task in doing this was backing up all my job files and other files I needed to keep. Through and through, It wasn't that difficult it just took some time. Once finished I had a fresh and clean system running.

I couldn't believe the results. My system was running so much faster. And guess what... my Signlab issues disappeared. Yes, I still run into a bug or two, but my major problems had been solved. I now highly recommend this if you want a good tune up for your computer. If you don't feel comfortable doing this yourself, you can probably find a local tech to do it for $50-75.

I spent so much wasted energy being angry that I didn't look at the whole picture logically. In solving problems on a computer, all you can do eliminate factors. The tech guys were doing that with the software with no results. I should have been suspect when they told me my problem was unique. I refused to look at it on my end. So if their software fixes aren't working, then look at your Windows. If it isn't windows then look at your computer.

I think Signlab is good software. If it weren't good, they would not be such a big company for this long. Yes, at times it is hard to get a hold of them but they call back on their dime. I also found it faster results when I e-mail them.

Respectfully submitted,
Mike

------------------
Mike Wolinkski
yoursignguy@hotmail.com

Posted by Glenn Taylor (Member # 162) on :

Well said, Mike.

Posted by Wayne Webb (Member # 1124) on :

Get SignWizard!

------------------
"The most beautiful
thing we can experience
is the mysterious. It is
the source of all true
art and all science. He
to whom this emotion is
a stranger, who can no
longer pause to wonder
and stand rapt in awe,
is as good as dead: his
eyes are closed."

Albert Einstein

Failure to advertise is a lot like blinking in the dark. Nobody, but you, knows what you're doing.

Wayne Webb
Webb Sign Studio
Chipley, FL
850.638.9329
webbsignstudio@digitalexp.com

Posted by Kathy Joiner (Member # 1814) on :

Wayne, do you use Sign Wizard, which version? I am using ANA Design Art and it is like kindergarten stuff. Have been talking to someone at Sign Wizard and may purchase soon. They hae been VERY friendly and helpful.

------------------
Kathy Joiner
River Road Graphics
41628 River Road
Ponchatoula, La.70454
PH. (504)386-3313
casey@i-55.com

Old enough to know better...Too young to resist.

Posted by David Wright (Member # 111) on :

I have E6 and experienced the true type fonts
missing in a file I loaded. Closed the program and restarted it again, worked fine.
As far as tech support goes, lately it has been very good. As to the comment how many other software companies offer free tech help, I would ask, how many charge $3000 for their program?

------------------
Wright Signs
Wyandotte, Michigan
Since 1978
www.wrightsigns.outputto.com
All change isn't progress, and all progress isn't forward.

Posted by Wayne Webb (Member # 1124) on :

Kathy,
I have SignWzard version 4.1. I have been using it for about 5 years but would like to upgrade to 5.0 because of the added features.

They have unlimited tech support and have ALWAYS been very nice,accessible, prompt and helpful. I don't think you would have any regrets. It's a first rate program in my book and their techies know their stuff.

The last problem I had was with sending an EPS file to a heat transfer company. They couldn't open the file in Corel. I e-mailed the design to Jim Fassett at Aries Graphics(SignWizard) and he opened it just fine in Corel, showed me what we were doing wrong and solved my problem.

Failure to advertise is a lot like blinking in the dark. Nobody, but you, knows what you're doing.

Wayne Webb
Webb Sign Studio
Chipley, FL
850.638.9329
webbsignstudio@digitalexp.com

Posted by George Wilson (Member # 1802) on :

As per any software, especially cad progs...
It sure helps your system, and intermittent problems if you keep your registry cleaned up....On our 6 machines it is done daily...
You can use a RegVac..Shareware or Freeware It works good and fast...will normally increase the productivity of your equiptment by cleaning the registry..of unneeded and non usable entries...
Just a suggestion...
We run Signlab 5.5, AutoCad and a few other pcs...

George Wilson

------------------
Country Majac Farms
Palmyra Indiana
gcw@wcrtc.net
Restorer of of Ol' Signs
and creating new ones.

Posted by Steve Eisenreich (Member # 1444) on :

Well I have to put in my two cents about Signlab 5 and Cadlink support so far I am impressed they helped me right away. Now I am too new to the program to have noticed any bugs yet since I do all my big design work in CorelDRAW 9 and transfer it over. But like one other person said maybe it is time to start with a fresh install of Windozz and Signlab on a new computer with just the programs you need. Do not forget to update ALL of your hardwares drivers to the latest and greatest and it might be worth looking at what you run for a system I personally like a clone with name brand hardware and not the cheapest, usually it is supported better with less conflicts.

Also I have just had a thought you might also try.... "once before" their was a font problem and the way to fix it was to use this font repair function, just download Powertoys and it is part of that group of programs. It might work for you.

I have been playing with fonts for a couple years now and they always supprise me with how they interact with different programs, this maybe is a Windows bug more than a SignLab thing.

If you have already tried all my ideas then let us know and are you running the latest version of your software? I have 5.0 revision 12.

------------------
Steve Eisenreich
PC Bytes
Cold Lake, Alberta
pcbytes@telusplanet.net

Posted by Neil Riley (Member # 383) on :

I too have found their tech support to be always prompt and helpful. They are always working on maintenance releases to help overcome hardware glitches, and I imagine they have their hands full right now dealing with e6 issues.
On this note, I have e6 and have been keeping notes on some of the bugs I've found, and some of the things I don't like about it. If any other users...Myra, Glenn, Jim, David etc. want to compare notes...please email me and I'll send you what I've sent them.

Cheers, Neil

------------------
Neil Riley
Riley Signs
Adelaide,
South Ozzz
A "Down Under" Supporter!

Posted by Bill Smith (Member # 2246) on :

Hey Kathy,

We moved to SignLab from Signwizard about a year and a half ago. My experiences with the tech support of Aries Graphics was "Outstanding". They were fast, accurate, and reliable.

IMHO SignLab is far more powerful than Signwizard, but from my experience, I would give my right arm to have the plotting module from Signwizard any day.
I would welcome a discussion with anyone reading this post regarding the many shortcomings of SignLabs Plotting module.

All the best to you.

Bill

------------------
Bill Smith
Signage
509 E. Main Street
Salisbury, MD 21804

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