Open Letter to Rev: Quality Is Job #1

Luis luis at anachreon.co.uk
Tue Nov 7 11:16:43 CST 2006


J. Landman Gay wrote:
> Luis wrote:
> 
>> 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.
> 
> You know, I resent this on a personal level. You're new here, so I'll 
> explain my role. I subcontract to Runtime to work in their tech support 
> queue a couple of hours every morning. That's why I have a Runtime 
> signature under my tech support replies, and my own signature on this 
> list. I do not get paid to participate here, I do it because I love this 
> product, and because I come from a HyperCard background where the 
> community was selfless in sharing knowledge. So, as you can see, I wear 
> two hats. I do not represent Runtime officially, even though many people 
> associate me with them. What I am about to say comes from me as Jacque 
> at HyperActive Software, not as a representative of Runtime.

Ok, fine so far.

> 
> Now then. I spend every morning in the tech queue. If there is a 
> question in there, I answer it. We promise a 2-day response time, but it 
> is very rare that I put off a question longer than the few minutes it 
> takes me to read it. In some cases I need to get more info from a team 
> member. If that happens, it does take longer. I have never, ever ignored 
> a question. Ever. I resent you implying that I do. As a matter of fact, 
> it makes me quite angry.
> 
> If someone does not get an answer, it is because we did not see it. 
> Period. There are a couple of reasons that can happen, and I've outlined 
> them. There was also a time a couple of years ago where Runtime did not 
> have an official support system, and mail did get lost. As soon as that 
> became apparent, they set up a formal support network that is quite 
> capable.

Like you said, I'm a newbie, what do I know?

> 
> I very much resent you implying that somehow I am shirking my 
> responsibility. Or that Runtime doesn't care about the customer base. 

You inferred that from my comments. None of it was implied.
That onus is yours.

> Or 
> that somehow, for some reason, this little company has decided to ignore 
> their customers for some unknown reason that will ultimately harm them 
> in the long run. Why in the world would they do that? Don't you think 
> they want to succeed?

Where have I stated that?
Besides, 'financial difficulties' is a possibility here.

> 
> Please note once again that I am posting this as myself, without 
> authorization from Runtime, and representing only my own human point of 
> view. But I *do* work for them every morning and I never neglect 
> anything that shows up in my queue. And while you can criticize Runtime 
> all you want, I think you owe me an apology.

Why, because I'm a newbie and didn't know what your position was? Sure, 
here, have an apology.

> 
> Ask anyone here what I have contributed to this community and then tell 
> me I don't care.
> 

Cheers,

Luis.





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