On Sat, Aug 26, 2000 at 06:14:43PM -0700, Mike Davis wrote:
>
> "For people who want answers fast" is a nice way of saying that any
> support will be discontinued for non-paying customers. The reality
> is that Palm will just quit talking directly to those who "do not
> need answers fast". Focus will be on paying customers, leaving the
> non-paying customers hanging in the wind.
And you assume paying will get answers. I have two questions
outstanding which have gone longer than 6 weeks.
One of them concerns an error on their part - I heard from one of the
engineers, but devsupp is supposed to be the official channel. The
item in question concerns ExgDB calls - the Docs on the site are
basically wrong because the calls produce pdb and prc images
(specifically it says the read call knows the size of the last record
from the header, and also implies that you can return 0 bytes recieved
without causing an EOF - both of which are untrue).
Of course if they "fix" ExgMgr or alter the .pdb or .prc format I need
to know. Or if the docs are going to be fixed to reflect what the
Palm does I would like to know that too.
I can see that palm is getting a lot of newbies asking "how do I
install Codewarrior", but a question like the above which concerns a
critical design issue where their documentation has the error should
be of higher priority. I would be annoyed if I had to pay them for me
to debug their code or documentation.
The second question concerns doing an install conduit, specifically
asking for an example that installs a database with all the calls in
context. They say use the install aide, and list all the calls, but
nothing between. There are NO official palm examples, at least for
Windows. Alternately, how to call the install tool.
If they don't want to answer these questions, fine, but then they
should at least acknowledge it with a "Go away, we're too busy to
bother with you - incident closed" type message. Or have an
acknowledgement that my question is in the queue and they simply
haven't gotten to me yet.
But Palm sends no communication except for the robot "this is your
incident number". Maybe when they get to it, maybe never. That is
the most irritating part. I've replied (after a month) asking if my
question is still active and don't even receive acknowledgments to
that.
Another problem is that everything goes to devsupp, but it has been
noted that you should have a good subject line since that is how they
route things. It shouldn't be that much trouble to have a
general-supp, conduit-supp, pqa-supp, docerrors and other places to
help route the questions.
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