Open Letter to Rev: Quality Is Job #1

J. Landman Gay jacque at
Fri Nov 3 13:03:30 EST 2006

J. Landman Gay wrote:

> So I can't stress enough: if  you do not receive a reply from tech 
> support, we didn't get your note. 

I forgot to list the most common reason that a customer may not get a 
reply from tech support. This reason is probably the number one issue, 
and I can't believe I forgot to mention it. That is, the customer's own 
spam filters have blocked our reply.

This happens over and over again. Either the customer doesn't trust us 
to keep their email address private (which we always do) so they invent 
a new one they forget to check, or else they have filters set up that 
interpret the ticketing system's email as spam.

If you have spam filters in place, please whitelist "" and be 
  sure to send your question from an account with a working email 
address which you check regularly.

Jacqueline Landman Gay         |     jacque at
HyperActive Software           |

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