Open Letter to Rev: Quality Is Job #1
jperryl at ecs.fullerton.edu
Tue Nov 7 12:17:21 CST 2006
When someone patiently explains to you how the system works, and explains
that she is indeed part of that system, and you continue to offer
How is that supposed to be helpful?
Jacque's one of the most tireless, patient, and giving members of the
x-talk community, a community it seems that is evidently not for you.
On Tue, 7 Nov 2006, Luis wrote:
> 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.
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