Call for comments: Rev as a Second Language

[Neal Campbell]

Why is that support issues seem to be taking over every thread lately
on this reflector, especially when they seem related to just one
person's interaction with Runrev?

It seems a better way to hand these is off-line (I sympathize
everyone's problems but they just are not going to get solved by
broadcasting on the reflector!)


Neal Campbell
Abroham Neal Software
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(540) 242 0911
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On Tue, Jan 27, 2009 at 3:10 PM, Dave <dave at looktowindward.com> wrote:
> Hi Heather,
>
> Nice of you to drop by for a chat.
>
> On 27 Jan 2009, at 18:53, Heather Nagey wrote:
>
>> 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.
>
> This is just not true, or at least, none of this was communicated to me. The
> last thing I heard on the subject was you asked me to send an email
> detailing what I wanted, which i did. I didn't receive a reply or a
> follow-up after that.
>
> Apart from that, and out of interest, why would it take £1000 worth of
> effort to fix this trivial problem? I'm an engineer and if someone had
> explained in technical terms why it would take so much effort, then I would
> have accepted that. As it was I just came away feeling "They really couldn't
> give a toss".
>
> If you really did spend "considerably" more than 15 minutes, then all I can
> think is that you were not having the correct conversation with the
> engineer(s) in question or the code in question is so badly written and bug
> ridden as to be not supportable, in which case it shouldn't be in a released
> product.
>
> You yourself said something like "I don't understand these issues, I am not
> an engineer", therein lies the problem me thinks!
>
>> 5.) We quoted you the minimum we considered it would cost to implement the
>> change you had asked for.
>
> I have never received a "quote" on this. You said it would cost £1000 to
> make me "go away".
>
>> 6.) You declined the quote. You did not spend £1000 with us.
>
> Yes we did, before this incident, please see separate reply.
>
>> 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.
>
> It was a support issue in that I needed some help in order to get RunRev
> accepted, you didn't want to help.
>
>> 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.
>
> I don't have a grievance. I lost nothing from this "exchange", in fact I
> gained a whole lot of extra work. RunRev lost at least 2 (maybe 3) Studio
> Licenses, the small amount of consultancy (an hour or 2), lost one hell of a
> good opportunity for some great publicity on a VERY visible product , lost
> future licenses and upgrades and lost a hell of a lot of good will.
>
> This thread was about experiences using RunRev, well this is mine!
>
> All the Best
> Dave
>
>
>
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