two related questions (Galaxy and Rev)

[Heather Nagey]

Dear Mick,

I'm sorry you didn't receive a response. I've searched both for your  
original email to support and for the one sent to sales, and sadly I  
have been unable to find either.

Generally speaking, if you write to support, and you do not receive a  
response within 2 working days, one of two things has happened.  
Either we didn't get the email from you, or you didn't get our reply.  
In extremely busy times, it can take a day or two longer to get a  
response, though this is rare. Spam filters can be responsible for  
either of these events, or more rarely email can simply get lost in  
the ether. Its not common, but it can happen. If you write to an  
email address other than support, a third possibility is added to the  
mix - any given persons personal inbox may be affected by events such  
as that person having the flu, being on holiday, being overwhelmed by  
email volume etc. The support address receives holiday and sickness  
cover, so you should always get a response.

I guess just occasionally things go astray unfortunately. I'd like to  
know why - if you would resend the email to support I could at least  
see whether it arrives or not...

Regards,

Heather

On 10 Jan 2008, at 05:05, Mick Collins wrote:

> I bought Galaxy (actually got it free with a future-re-up for  
> Studio).  I started using it and decided that there were things I  
> needed to learn about it which I didn't at that time have time  
> for.  So I turned it off (and I think the button or menu item or  
> preference) said "temporarily."  Almost immediately, when I went to  
> use the debugger it would kick into Galaxy and about 10% of the  
> time a Galaxy error would come up (it would put me into debug mode  
> of a Galaxy script).  From 10% it got worse and worse until neither  
> the debugger nor script editor was useable.  Finally, every time I  
> opened Rev it would immediately shut down again.  So, first  
> question, anyone see this before and/or have advice?
>
> The plot sickens.  I decided I would reinstall Rev.  I looked  
> everywhere but couldn't find my license password for 2.8.1 (I found  
> one for 2.5.x but that didn't work, not unexpectedly, so now I am  
> using it as a trial copy).  I sent Rev Support an email (December  
> 29).  I waited a few days, thinking that since they had mentioned  
> that they would be off certain days they probably were still in the  
> holiday mode.  On the 3rd, after having received ads for the  
> special bundle over and over to the point of spamification, I  
> decided they must be back from holiday so I replied to the sales  
> ad, requesting forwarding to support.  That was almost a week ago  
> and I still haven't heard from them.  Has anyone else had this kind  
> of lack of attention from support (actually, I have in the past  
> been very pleased with response time, particularly from Heather).
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Heather Nagey
Customer Services Manager
Runtime Revolution Ltd
http://www.runrev.com