Open Letter to Rev: Quality Is Job #1

[J. Landman Gay]

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.

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. ;)

-- 
Jacqueline Landman Gay         |     jacque at hyperactivesw.com
HyperActive Software           |     http://www.hyperactivesw.com