Call for comments: Rev as a Second Language

[Heather Nagey]

Dear Dave,

I recall the incident you are referring to. In the interests of  
accuracy, here are some facts regarding the matter:

1.) You wanted some custom work done, which was not related to fixing  
a bug of any sort, but was a change to a feature.
2.) You asked us to quote for this work.
3.) We spent considerably more than 15 minutes assessing your request
4.) We came to the conclusion that the work you required was not in  
fact simple, and would take considerably longer than the 15 minutes  
you estimated it would take.
5.) We quoted you the minimum we considered it would cost to implement  
the change you had asked for.
6.) You declined the quote. You did not spend £1000 with us.

This was not in fact a support issue at all. It did not relate to  
assisting you to write code, or fixing a bug, or understanding how to  
implement something in Revolution. You wanted the way something  
currently works, changed.

As most of the community here can testify, we do provide quite a  
considerable level of support for free. Probably more than many  
companies do. If you exceed the limits we set on the free support we  
provide, there are some extremely reasonably priced support incident  
options. Typically, we do not make money on these, they barely cover  
the cost of the time given by one of our developers to resolve the  
issue.

This is not an appropriate place to air grievances. If you have a  
problem with support, please email support. None of the people on this  
list can help you with this.

Please do continue the interesting discussion on Rev as a Second  
Language.

Regards,

Heather

Customer Services Manager and Listmom

On 27 Jan 2009, at 17:27, Dave wrote:

>
> On 27 Jan 2009, at 16:09, J. Landman Gay wrote:
>
>> Dave wrote:
>>
>>> 6.  Lack of support, explain that RunRev will most likely do  
>>> nothing to help you figure out the above problems and you are  
>>> pretty much at the mercy of a voluntary mailing list.
>>
>> Runtime provides free "up and running" tech support. For more in- 
>> depth support, they offer a support package of 10 incidents, or you  
>> can purchase support incidents one at a time. There are far too  
>> many customers to provide free support for every scripting issue  
>> that individuals may encounter. Most people are relieved to find  
>> that there is such a wealth of free information on this list, so I  
>> always suggest this and the forums as alternate venues.
>>
>> Did you purchase a support package?
>>
>
> No, and if they can't spare 15 minutes to just *look* at a problem  
> after spending at least £1000 on "consultancy" then its really not  
> worth a light! I was told that it would cost me another £1000 just  
> to LOOK at the problem to which I said - well I won't repeat it, but  
> I think you can guess!
>
> In the context of this thread, comparing it to other environments,  
> the lack of support should be pointed out, since this is a big  
> factor when starting to use a new environment. The RunRev "support"  
> model is different from any of the other development environments I  
> have used, and therefore pertinent to anyone starting out using  
> RunRev.
>
> There should be a big banner plastered across the top of it saying  
> "NO GUARANTEED SUPPORT FOR THIS PRODUCT, SUPPORT IS VIA VOLUNTARY  
> MAILING LISTS AND FORUMS".
>
> All the Best
> Dave
>
>
>
> _______________________________________________
> use-revolution mailing list
> use-revolution at lists.runrev.com
> Please visit this url to subscribe, unsubscribe and manage your  
> subscription preferences:
> http://lists.runrev.com/mailman/listinfo/use-revolution

Heather Nagey
Customer Services Manager
Runtime Revolution Ltd
http://www.runrev.com