RUNREV Technical support

[Mark Schonewille]

Hi complaining people,

As most of you probably know, I have always been very critical towards  
the product. Even though the product has greatly improved with the  
release of 3.0, I believe there are quite a few bugs that should never  
have existed and I believe that the new design of the script editor is  
a missed opportunity, just to name a few points. Surely, I do accept  
the point of view that some bugs, such as those related to playing  
multimedia on Windows, may cause huge damage in financial terms,  
because lots of projects never take off due to those bugs or end up  
dead in the water. I must also admit, like Dave, that Revolution is  
not always my preferred development tool because of these issues.

It must be said, though, that the RunRev team has always been very  
responsive to my questions and complaints if I really got stuck. There  
was one occasion where I couldn't register a new license and RunRev  
put quite some effort into figuring out what might be wrong. Together  
we solved it. RunRev has also been very helpful when I got stuck with  
unicode and one of their programmers explained to me why I got stuck,  
which was very illuminating to me and got me going again. Thank you,  
RunRev!

Perhaps you're right if you say that one shouldn't always pay for  
support incidences, but I believe that many small problems and even  
bigger issues are solved by RunRev without anyone ever paying for it,  
several times a day. I find it understandable that one has to pay for  
support for very complex problems. After all, you should have tested  
Revolution before buying it and if Revolution doesn't pass the test  
then don't buy it --but please send a message to support about the  
problems you encountered, just to let them know about it. Also, the  
more time you demand for one particular support issue, the less time  
remains to work on bug fixes and features that benefit the Revolution  
community as a whole.

I find it quite understandable that one has to pay for support to  
solve problems that one could also solve in different ways. There are  
sufficient alternatives. Of course, there is this mail list, there is  
also the forum at <http://forums.runrev.com/phpBB2/> (and a Dutch one  
at <http://runrev.info/rrforum/>) and you can always try to find a  
consultant at <http://runrev.com/support/consultants/> who might be  
slightly less costly than RunRev.

In the case of Camm, I think there are several altlernatives if he  
doesn't want to pay for a solution. One of the possibilities might be  
to re-install his PC, install a clean, freshly downloaded version of  
Revolution and rebuild his stack from scratch (exactly in this order  
and without opening his original stack in the new install). This is  
not a pleasant thing to do, but it may save him money. He might also  
install MetaCard and see whether that works for him. He might even ask  
someone else to build a standalone for him until he discovers what is  
causing him the trouble, as there are enough helpful people around.  
I'm pretty sure that you will solve your problem eventually and maybe  
it will simply go away by itself at some point.

--
Best regards,

Mark Schonewille

Economy-x-Talk Consulting and Software Engineering
http://economy-x-talk.com
http://www.salery.biz
Dutch forum: http://runrev.info/rrforum

We are always looking for new projects! Feel free to contact us to  
discuss your custom software project!

On 21 jan 2009, at 16:13, Dave wrote:

> Hi Camm,
>
> I totally agree the lack of support from RunRev has cost many really  
> good projects. Projects that would have benefitted RunRev and  
> therefore RunRev developers.
>
> I find the support section of RunRev to be very dogmatic, narrow  
> minded and lacking a "can-do" attitude. When I started using RunRev  
> I was very warm spirited and supportive of the RunRev product,  
> however, the lack of support and general lack of responsibility on  
> the part of RunRuv over the years has leached this from me. Now I  
> don't promote RunRev like I used to and instead of trying to think  
> of ways to justify using RunRev as my priority I now look to other  
> alternatives first.
>
> In the end if you are contemptuousness breeds contempt.
>
> All the Best
> Dave
>
> On 21 Jan 2009, at 13:20, <camm29 at tesco.net> <camm29 at tesco.net> wrote:
>
>> These lists are great and many issues are solved by all  
>> involved.Thank you.
>> No complaints !
>>
>> My question is , what should we expect from RUNREV SUPPORT , you  
>> know those
>> guys who charge us for the Software !
>>
>> My experience since using Rev is lack of real support compared with  
>> other Software suppliers.
>>
>> I have raised bugs and tickets etc..
>>
>> For 3 years myself and others wanted to use Serial Com ports > 9.
>> Finally in Rev 3.0 this was corrected - a simple fix.
>>
>> Now I can't use Rev 3.0 due to a Answer Stack / Standalone Password  
>> issue.
>> There are bug reports and support request tickets with RUNREV , but  
>> nearly all the
>> help is coming from the list community.
>>
>> It may end up not a RUNREV Software issue , but all worked fine  
>> before Rev 3.0.
>> So who's looking into it ? what has changed in Rev 3.0 ? what does  
>> the error message really mean (they wrote it) ?
>> These are questions RUNREV should be working on or don't they  
>> believe it happens ?
>>
>> I took some time to look at the BUG lists for RUNREV and that of  
>> other software
>> houses.
>> Looking at dates and reports not actioned or addressed RUNREV was the
>> worst by a long way.
>>
>> Have we become too soft !?
>>
>> Regards
>> Camm
>>