[DFSci] What's going on with EnCase/Guidance Software?

[Jerod Alexander]

We have gone through something similar, as recently as a couple days ago. OpenText are now handling all the licenses, and as we understand it, it is a transition that was not handled gracefully. The renewed licenses they sent us did not work. They said they’d work through the night and weekend to get the issue fixed; hope it happens. The communication was slow as others have experienced, as well. 

-Jerod



> On Aug 11, 2018, at 11:08 AM, Steve Rogers <steve.rogers at dei.ca> wrote:
> 
> Hi, Jon. Just thought I'd chime in here as I haven't seen any responses.I have also been using EnCase since 1998/99. My most recent interaction with EnCase support about 6-8 weeks ago was positive to the extent they responded in a timely manner. The details they provided weren't particularly helpful but at least they responded. I have not had any experience since they moved all their support over to the 'new' OpenText support model just a couple weeks ago. They may be experiencing growing / transition pains. If you don't get results, I'd go directly to OpenText support to see if you can get a more timely response. Hope this is of some use to you.
> 
> Regards,
> 
> Steve
> 
> Steve Rogers, EnCE, A+, CNA
> President
> Digital Evidence International Inc.
> 400 Queens Ave., London, Ontario N6B 1X9
> O: 519-471-4120 | C: 519-317-2017 | E: steve.rogers at dei.ca
> 
> -----Original Message-----
> From: DFSci [mailto:dfsci-bounces at lists.dfrws.org] On Behalf Of Jon Berryhill
> Sent: August 11, 2018 12:16 PM
> To: dfsci at lists.dfrws.org
> Subject: [DFSci] What's going on with EnCase/Guidance Software?
> 
> What the heck is going on with Guidance Software and the company that now owns/controls(?) them. Over the last 2 weeks I have tried several times to contact them to request a quote to upgrade my license to EnCase. I have sent emails, filled out their online forms, left voicemails and spent a total of more than 2 hours on hold with their published sales and customer service numbers. I have yet to receive any response from them or any indication that the care.
> 
> I have been a user of their products for more than 20 years but with this new low in customer service I am seriously looking at abandoning their product line and changing to one of their competitors. Has anyone else experienced similar issues with them?
> 
> -----------------------------
> Jon Berryhill
> President & COO
> Berryhill Computer Forensics, Inc.
> P.O. Box 1674
> Benicia, CA 94510
> phone: 707-745-1405
> email: jberryhill at computerforensics.com
> www.computerforensics.com
> 
> 
> 
> _______________________________________________
> DFSci mailing list
> DFSci at lists.dfrws.org
> 
> Manage your subscription at:
> http://lists.dfrws.org/listinfo.cgi/dfsci-dfrws.org
> _______________________________________________
> DFSci mailing list
> DFSci at lists.dfrws.org
> 
> Manage your subscription at:
> http://lists.dfrws.org/listinfo.cgi/dfsci-dfrws.org