Hershel Fisch wrote:
On 11/3/06 12:31 PM, "J. Landman Gay" <[EMAIL PROTECTED]> wrote:
Luis wrote:
Hershel Fisch wrote:
And when I bought my copy in the beginning and paid for support and
didn't
any answers only after resending my questions several times and waiting a
week or two and a few times didn't receive any respond at all I don't
that¹s
any better.
That's bad!! Did they provide appropriate answers to your queries?
Repeatedly. I personally answered dozens of support questions from
Hershel. I have just done a search of the support database and I see
Heather answered many others too.
Many questions where answered after a few requests and 2-3 weeks time.
I even had a whole discussion via email with Dar Scott, regarding this
matter.
But not to flair up the situation I'll except the reason that many questions
did get lost as you state below.
I've heard the same excuse many times 'it's not us'...
Whilst it is possible, the fact that you maintained communications,
albeit delayed (whilst, I assume, you made no changes regarding black
lists) indicates that this issue was not related to your lack of
'responses'. Again, it's just an assumption. I have dealt with these
issues many times, and I'd say about 1percent of them are related to
black lists.
And, when elaborating a point for which you have no control is an
especially telling consequence of an inability to be forthcoming with
the facts. Just a thought.
Must be Tuesday, yup.
Cheers,
Luis.
Just to clarify, for those who are new: All support questions are
answered. There are no exceptions. We never allow a question to languish
and die. Ever. No exceptions.
There are, however, instances where we do not receive your question.
This may be what happened. One reason might be that your question has
triggered a spam filter and was deleted before it got to the queue. This
is rare, but I think it does occasionally happen.
The second, much more common reason, is that the original ticket was a
bug report or some other topic that gets shuttled to a non-support
queue. We respond to the original ticket, and then move it into a
special bug report or other related queue. Once it gets there, it is no
longer displayed where we can see it. Someone enters the bug report into
Bugzilla as a courtesy to the original poster and the support ticket is
closed. If the customer then sends a reply to that ticket, we will never
see it. It gets shuttled to a closed queue that the support people don't
read. The next time someone goes through the closed queue, they will
move the response to the open queue if they notice that it is a new
response, but that is an easy thing to miss, and it can take many days
before the ticket comes to our attention.
Also, if I recall, Hershel's early questions originally came in before
we had finished implementing our current ticket system. Before this was
set up, messages did sometimes get lost. The erratic nature of the old
system was one of the main reasons Runtime switched to the one we use
now, which is much more reliable.
So I can't stress enough: if you do not receive a reply from tech
support, we didn't get your note. There are no exceptions. We will
always answer, even if it is just to say "I need to find out the
answer." If you have waited more than 2 or 3 business days, then start a
*new* request. All new tickets go into a sorting area, where someone
will assign it to the correct person. We are guaranteed to receive these.
Of course, please do not mention any body parts or drug names in the
subject of your email. Those won't make it through to us. ;)
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