Open Letter to Rev: Quality Is Job #1

Hershel Fisch hershf at rgllc.us
Mon Nov 6 16:01:45 CST 2006


On 11/3/06 12:31 PM, "J. Landman Gay" <jacque at hyperactivesw.com> 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.

> 
> 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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