Why is that support issues seem to be taking over every thread lately on this reflector, especially when they seem related to just one person's interaction with Runrev?
It seems a better way to hand these is off-line (I sympathize everyone's problems but they just are not going to get solved by broadcasting on the reflector!) Neal Campbell Abroham Neal Software Programming Services for Windows, OS X and Linux (540) 242 0911 --------------------------------------------------------------------- Try Spot for OS X, the intelligent DXCluster Client at www.abrohamnealsoftware.com - $15.99 On Tue, Jan 27, 2009 at 3:10 PM, Dave <[email protected]> wrote: > Hi Heather, > > Nice of you to drop by for a chat. > > On 27 Jan 2009, at 18:53, Heather Nagey wrote: > >> Dear Dave, >> >> I recall the incident you are referring to. In the interests of accuracy, >> here are some facts regarding the matter: >> >> 1.) You wanted some custom work done, which was not related to fixing a >> bug of any sort, but was a change to a feature. >> 2.) You asked us to quote for this work. >> 3.) We spent considerably more than 15 minutes assessing your request >> 4.) We came to the conclusion that the work you required was not in fact >> simple, and would take considerably longer than the 15 minutes you estimated >> it would take. > > This is just not true, or at least, none of this was communicated to me. The > last thing I heard on the subject was you asked me to send an email > detailing what I wanted, which i did. I didn't receive a reply or a > follow-up after that. > > Apart from that, and out of interest, why would it take £1000 worth of > effort to fix this trivial problem? I'm an engineer and if someone had > explained in technical terms why it would take so much effort, then I would > have accepted that. As it was I just came away feeling "They really couldn't > give a toss". > > If you really did spend "considerably" more than 15 minutes, then all I can > think is that you were not having the correct conversation with the > engineer(s) in question or the code in question is so badly written and bug > ridden as to be not supportable, in which case it shouldn't be in a released > product. > > You yourself said something like "I don't understand these issues, I am not > an engineer", therein lies the problem me thinks! > >> 5.) We quoted you the minimum we considered it would cost to implement the >> change you had asked for. > > I have never received a "quote" on this. You said it would cost £1000 to > make me "go away". > >> 6.) You declined the quote. You did not spend £1000 with us. > > Yes we did, before this incident, please see separate reply. > >> This was not in fact a support issue at all. It did not relate to >> assisting you to write code, or fixing a bug, or understanding how to >> implement something in Revolution. You wanted the way something currently >> works, changed. > > It was a support issue in that I needed some help in order to get RunRev > accepted, you didn't want to help. > >> As most of the community here can testify, we do provide quite a >> considerable level of support for free. Probably more than many companies >> do. If you exceed the limits we set on the free support we provide, there >> are some extremely reasonably priced support incident options. Typically, we >> do not make money on these, they barely cover the cost of the time given by >> one of our developers to resolve the issue. >> >> This is not an appropriate place to air grievances. If you have a problem >> with support, please email support. None of the people on this list can help >> you with this. > > I don't have a grievance. I lost nothing from this "exchange", in fact I > gained a whole lot of extra work. RunRev lost at least 2 (maybe 3) Studio > Licenses, the small amount of consultancy (an hour or 2), lost one hell of a > good opportunity for some great publicity on a VERY visible product , lost > future licenses and upgrades and lost a hell of a lot of good will. > > This thread was about experiences using RunRev, well this is mine! > > All the Best > Dave > > > > _______________________________________________ > use-revolution mailing list > [email protected] > Please visit this url to subscribe, unsubscribe and manage your subscription > preferences: > http://lists.runrev.com/mailman/listinfo/use-revolution > _______________________________________________ use-revolution mailing list [email protected] Please visit this url to subscribe, unsubscribe and manage your subscription preferences: http://lists.runrev.com/mailman/listinfo/use-revolution
