Groundless blockage of the automatic translation function without exceeding the monthly quota

Hi, 3 days ago suddenly by automatic translation stopped working. After an investigation done and an online chat, I posted my case with the online form. They guy hastily closed it after a brief contact with me claiming that I have used up the whole free monthly quota of 500,000 words in just 6.5 work days in September. I managed to obtain the statistics and I was right - I have not used even half of the monthly quota. Nevertheless, my case was closed quickly and nobody has contacted me with me although I opened up another case over 27 hours ago! I sent them the screenshot with my statistics to prove my point and... nothing... I am stuck. On the other hand yesterday, they tried to lure me into buying an additional quota at the cost of over Euro 500 per year!!!! I have never expected such a service from the part of the SDL staff after 15+ years of being their customer.

Parents
  • I'm sure there is some confusion here because our support teams do not treat our customers like this, irrespective of how long they have been with us.

    I have discussed this with the support team this evening and they will contact you again to explain the situation.  I don't wish to discuss your private situation in public, although we can if you prefer?

    So for the time being, and for the benefit of others reading this, perhaps note that the calculation is not 500,000 words a month.  It's 500,000 characters a month and we don't cut off access on the basis of this figure each month.  We accumulate the numbers on a yearly basis, so you could easily exceed the limit each month for a while before reaching the cut-off limit.  We also don't apply a strict 6 million characters in 12-months and are actually quite generous in this regard allowing 7.2 million characters so you would have to exceed this by quite a bit before the free allowance ended.

    But I'm sure the support team will be able to clarify this for you.

    If you have any further questions on your account that you would like to discuss outside of your dealing with support please feel free to do this in this thread, or you can contact me privately - pfilkin@sdl.com

    For anyone wondering this KB article explains:

    gateway.sdl.com/.../communityknowledge

Reply
  • I'm sure there is some confusion here because our support teams do not treat our customers like this, irrespective of how long they have been with us.

    I have discussed this with the support team this evening and they will contact you again to explain the situation.  I don't wish to discuss your private situation in public, although we can if you prefer?

    So for the time being, and for the benefit of others reading this, perhaps note that the calculation is not 500,000 words a month.  It's 500,000 characters a month and we don't cut off access on the basis of this figure each month.  We accumulate the numbers on a yearly basis, so you could easily exceed the limit each month for a while before reaching the cut-off limit.  We also don't apply a strict 6 million characters in 12-months and are actually quite generous in this regard allowing 7.2 million characters so you would have to exceed this by quite a bit before the free allowance ended.

    But I'm sure the support team will be able to clarify this for you.

    If you have any further questions on your account that you would like to discuss outside of your dealing with support please feel free to do this in this thread, or you can contact me privately - pfilkin@sdl.com

    For anyone wondering this KB article explains:

    gateway.sdl.com/.../communityknowledge

Children
No Data