>At 12:23 -0700 04/25/2002, Will S wrote: > >> I think spreading the word about lack >>of support to any place we can think of may help fix this problem. >>Sorry I don't have any other answers...Will S > >I reported the problem in the private forum for Macgurus Moderators >and it was passed on to a contact at Intech earlier today. We'll >see what happens. > >Obviously, they should be responsive to customer contacts, but in the >case of the individuals here on this list, what could they do to fix >things for you? > >Jeff Walther
I was astounded to get a response from Intech after multiple tries: Contrary to the initial part of your email, we do support our customers. Unfortunately, there are some that believe that we must also support poorly configured hardware, poorly designed hardware and general OS issues too, all of which we cannot do. Please understand, that we are an engineering company that employees nothing but engineers. This strategy has upsides and downsides. The upside is that our software is generally more reliable and more quality driven then that of our competitors, to which we can site dozens of examples. Further, it allows us the ability to continue to keep our prices affordable and to not require additional update costs from our customers with every new release of the software unlike nearly every other commercial software company. As for our support, the support that we offer usually centers around the following items: 1) Helping people who may have found a possible bug in the software. 2) People who have problems downloading the software or who have general problems with the web site 3) New feature requests 4) Presale questions As for the "bringing back" a drive section of you email... Obviously, the text that you provided doesn't give me a lot to go on. However, we would very much like to hear more about the problem if another piece of software was able to bring the drive back to life. I don't want to make any assumptions, but on the chance that your drive was failing, I do hope that you were not led to believe that our software (or any other software product for that matter) could provide you the power in which to fix it, because there is no way that software or drivers can repair these types of problems. Please forgive our requirement to clear up these portions of your email. Best regards, Eric Kelly Intech Software Corporation -------------------- Adds follow; it's fun to dream about new toys. -- SuperMacs is sponsored by <http://lowendmac.com/> and... Small Dog Electronics http://www.smalldog.com | Refurbished Drives | Service & Replacement Parts [EMAIL PROTECTED] | & CDRWs on Sale! | SPECIAL SM LIST PRICES - 24x Bootable SCSI CDROM $39.99, Umax Processors $19.99 PowerSupplies from C500/C600 $49.99 J700/S900 $79.99 <mailto:[EMAIL PROTECTED]> Support Low End Mac <http://lowendmac.com/lists/support.html> SuperMacs list info: <http://lowendmac.com/supermacs/list.shtml> Send list messages to: <mailto:[EMAIL PROTECTED]> To unsubscribe, email: <mailto:[EMAIL PROTECTED]> For digest mode, email: <mailto:[EMAIL PROTECTED]> Subscription questions: <mailto:[EMAIL PROTECTED]> Archive: <http://www.mail-archive.com/supermacs%40mail.maclaunch.com/> Using a Mac? Free email & more at Applelinks! http://www.applelinks.com
