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CorelDRAW Ideas Portal
Created by Guest
Created on Mar 10, 2022

CorelDraw Customer Support - Does it actually exist?

What is going on with Coreldraw Customer Support? The Chat is useless. It takes a week to receive a reply and then the advice is inaccurate.

  • Attach files
  • Juliet Campbell
    Jul 7, 2022

    Hi Eric, are you part of the Coreldraw support team? If so, just the fact that it took months for a representative to respond to this idea thread further proves my point that Corel Draw customer support is way too slow 😅

  • Eric Surprenant
    Jul 7, 2022

    Hi,
    There was a glitch in the system at that time which was rectified. You should normally get a response back within 24hrs during business time when a ticket is created from https://www.coreldraw.com/en/support/.
    Chat should be quicker however in either cases preparing advance of time and providing the following information will effectively reduce the back and forth communication with the agent.


    Here is the type of information we need and will be asked to provide:

    Product name:

    Product version:

    Product build # (check Help > About):

    Product serial number:

    Seat count:

    ___________________________________________________________________________

    OS name & bit:

    OS build #:

    ___________________________________________________________________________

    Input device(s) used which seems to alter/cause a change in behavior (e.g., tablet, digital pen, touch screen, trackpad, scanner, mouse, keyboard, webcam, etc.):

    Printer selected, name and driver version, if at fault:

    ___________________________________________________________________________

    This could help in cases where it is a hardware or driver-specific issue.

    MSINFO32 report

    Processor/CPU model:

    Graphics/GPU model:


    ___________________________________________________________________________

    Observed Issue:

    Legacy or Regression? (Is this something that always worked that way (Legacy) or stopped working at some point (Regression)? If so, can you identify which version this was working on?)


    Steps to replicate: (Try to keep under 10 steps, removing all the unnecessary steps.)

    1.

    2.

    Actual result:

    Expected result:

    ___________________________________________________________________________

    Attachments:

    If you can replicate the issue, please attach a video.

    - Documents, video clips, screengrabs, crash dumps, anything that can help.

    - ICA*.log, *PCU*.*, *dump*.*, files under the user %temp% might be required.

  • Juliet Campbell
    May 18, 2022

    Agreed. Coreldraw as a program is wonderful, but the support service is diabolical.
    When chat couldn't resolve my problem I was issued a support ticket which took them a week to respond to, and didn't even include or address my initial chat transcript, so I had to explain my issue all over again, which in turn took ANOTHER week to respond to, resulting in our company being unable to use the program, further resulting in lost revenue for our design company.
    I got the feeling the support person didn't actually understand how Corel works, and was perhaps just operating from a script, as they they kept suggesting solutions I had already explained.
    I get the impression Corel Support is outsourced to another company, I found it odd that their support emails barely had any Corel branding, and the support staff don't even have proper email signatures? For a graphic design program? I literally designed my own email signature in Coreldraw!

  • Graph Fix
    Mar 11, 2022

    For me it does. I recently had a problem with certain options not working in upsample or powertrace. Support did get back to me in a couple of days and did a good job in telling me how to resolve the issue.

4 MERGED

it would be a good idea to have tech support for your customers, my software does not work.

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