I completely agree with you Joe. 110% :-). Very well said, and very true,
even if it was microsoft. There's something about the way to ask for a
solution to a problem that can really make a difference. It would be fun if
every one here would know everyone at RS so they know who to contact for
whatever type of issue, bug or feature request. But not all of us do. I
for example just joined this group like 3 days ago I don't think I have
anything close to the knowledge I need to send an email or a bug to anyone
at RS. hehe. Do then have a contact list on their website? Such as, bug
reports contact this individual, features (ide) contact this individual,
features (language wise) contact this individual, etc etc.. ?
Basically, talking to a business of 25 people is like talking to a single
person. You can tear them down by telling them how bad they are....or you
can pep them up into the issue you want solved and become quite motivating
for them to look at it and see what solution/patch/work around they can
offer you. I know, I've been, atleast for a couple years, in customer
service and I know what kind of questions I like to answer :-). I'm glad I
got to work at customer service and customer technical support back then.
When I state a bug or an issue to be solved, I tend to be able to put myself
into their shoes (when they receive the quest) and know how to ask my
question in such a way that they'll gladly love to help me out :-).
I know from the little I've read in the last 3 days, that obviously they are
issues. They are issues that seemd to have been there for a while too. Off
hand I would say, in my case, that I don't really care if it takes all my
ram to work on a project, the really thing, is the finished product. But
I've seen there are issues there too. So I say, maybe we can list those.
and once we have a serious list to work with..then we get in touch with the
right people (which may be where you come in :-). Maybe we just need to
post these issues in the debugging database at that point. but a list can
be prioritized as well. Maybe we can define bug categories and what should
go in them (i'm sure the bug reporting system has some kind of bug
categories and critical levels. get the critical ones solved first and work
your way down the priority list. Once we have that list of bugs and issues
and features...shouldn't be too hard to do take care of them in the right
order.
MystikShadows
Stephane Richard
----- Original Message -----
From: "Joseph Nastasi" <[EMAIL PROTECTED]>
To: "REALbasic NUG" <[email protected]>
Sent: Monday, February 20, 2006 8:47 AM
Subject: Sigh...
This will no doubt get lost in all the flotsam but:
RS is a business, and the decisions regarding their one and only source of
income will mostly be based on the following, in no particular order:
1. Industry changes and trends.
2. Bug and feature request report statistics, which are derived 100% from
the bug reporting system.
3. Discussions with customers who have decided to discuss their particular
concerns one-to-one with RS in an intelligent and respectful manner.
I can personally attest to the fact that RS does respond to intelligent,
and reasonably thought out requests for bug fixes and feature additions.
If you prepend your request with "I know you don't have enough manpower to
do all this," you get extra points because, it was, is and probably always
will be true.
We haven't had a wild party like THIS in a long time. If you think that
entering bug reports is a waste of time, you are dead wrong. You will not
get anything done by complaining here. It just will not happen. It may be
fun to debate and even helpful to vent, but it will NOT advance your
cause.
About 100 or so, tops, of the NUG members are getting involved with this
thread and it's sub-threads. About 1/4 of those involved have made
comments that certainly would not warm me up to changing the course of MY
business. Let's imagine there are 100k paid RB customers total in the
world. that means that the people involved in this thread represent .001
of the total customers.
How important we all are! We expound our complaints and will fight against
the mighty, evil RS! We are so important that RS will change listen to our
whining despite our small numbers!
That's the way it comes across, folks. And I can tell you that it hurts
them in a personal way. A lot. Everyone who works for RS knows that the
customer is their lifeblood. Again, I know this because I've spoken
directly to many of them for years.
Those of you that ARE being a bit too rough, are tearing into a company of
about 25 or so individual people. This isn't MS or Apple. They are not
faceless and they not immune to hurt.
In my years at AT&T, the company spent a lot of money sending us to
classes that helped us to be more understanding people. Why? Not because,
Mother Theresa was the chairwomen of the board. Because it made BUSINESS
SENSE.
None single one of us are that important to RS. I've been a paying
customer since 1.0. Only partly by plan, my entire income is requires
REALbasic. I've had a major upgrade to FTP Suite delayed a year because of
difficulties getting a new feature into sockets, certainly costing me more
money than I want to figure out at a time when my family surely need it.
The Windows version of A-OK! The Wings of Mercury was in limbo for even
longer because of thread problems that have now been solved.
Who cares? I'm a fairly well-known figure in the RB community and vocal
supporter. So what? In a business sense, I am not more important than any
other licensee.
When I have a problem, I enter it into the DB. If it's THAT important,
I'll contact the engineer's responsible for that particular corner of the
product. If it's really important to me I go, hat-in-hand, to Geoff
Perlman and explain the situation and how it affects me. Or, I use my
Quick Fix from my support plan.
Sometimes the answer is no, coupled with a very logic explanation of why.
But most of the time, the answer is yes, or at least, I am presented with
decent workaround.
Please don't take the above as a judgment, it's really just advice. These
type of discussions can be helpful and I know they are read by RS, but
once they take on the tone that this one has (in many, not all, of the
posts), the true message gets masked.
You can catch more flies with honey than with vinegar.
Peace,
Joe
--
Joseph Nastasi
Pyramid Design - a software development firm
http://www.pyramiddesign.us
Voice 609 601-0814 Fax 609 601-0815
Products:
A-OK! Spacecraft Simulation System - http://aok.pyramiddesign.us
A-OK! The Wings of Mercury http://www.aokwom.com
FTP Suite for REALbasic - http://ftpsuite.pyramiddesign.us
Columnist for REALbasic Developer Magazine
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