Open Letter to Rev: Quality Is Job #1
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
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.
> 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.
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