On Tue, November 27, 2007 10:42 pm, Chuck Israels wrote: > I'd write Jim Bruce - head of customer support.
It's not customer support that matters; they can say anything in an attempt to placate restless customers. They can say anything to the CEO, too. But getting the attention of top-level officers to the overall problem of a company that is losing long-term customers because of a defective product -- that can matter. Those top-level folks are the only people who can act. No answer, not even a "thank you for your note," effectively proves to me that the company's CEO knows the product is done for, and that MakeMusic is paralyzed to do anything except issue their yearly subscription and hope for the best in following Sibelius as long as it can. I was talking to one of my fellow composers last week, and she said she'd send me a Sibelius file but she knew I couldn't use it. She was stunned when I told her I'd ordered the Sibelius cross-grade, and said she thought it would never happen. Both of us were early people in the Vermont Midi Project; I had pushed for Finale to be adopted in the schools -- and lost. The company never came through in those days to decently present their product, and a couple of years later promised to provide help to one of our major projects with the contribution of a few copies of Finale as fundraising tools. That never happened either. So their issue of non-responsiveness isn't recent, and it isn't lawyers with new-found fears -- it's deep-seated arrogance after having been the leading software for so long, and an inability to cope with their precipitous failures in recent years. If I didn't think it would kill the company, I'd file a complaint with the FTC about a product that doesn't meet implied warranty standards for a manufactured product. The bugs in certain basic features make the product defective. By the time the FTC got through with them, though, they'd be cooked. Dennis _______________________________________________ Finale mailing list [email protected] http://lists.shsu.edu/mailman/listinfo/finale
