Open Letter to Rev: Quality Is Job #1

[Luis]

Luis wrote:
> Hershel Fisch wrote:

> 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.

To clarify, just in case, the lower portion of my response was addressed 
to RunRev.

> 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.

Definitely, Tuesday.

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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