Re: Special upgrade treatment

Could you please isolate in my original post, the line or lines which strike you
as "harsh comments", and then explain why you would think so? I'm sure after you
read it and mull it over for a few minutes, you'll see that it was as positive
as you might hope from a dissatisfied customer... even advertised the extension
to your very tempting upgrade offer.

"Chuck Baker" <chuck_baker@xxxxxxxxxx> wrote in message
news:42D13672.1080802@xxxxxxxxxxxxx
| CWCunningham wrote:
|
> 50% of the upgrades I've gotten from Newtek, *should not be installed*
> according
> to Newtek.
|| Your original comment did not suggest a specific range of releases.
| Thank you for clarifying your intent.
|
It was merely a statement of fact directed at someone else, but since you
question it, I'll gladly defend that statement.

First, instead of 50%, it should read 66.66% since 7.5 was not an upgrade, but a
$1500 event.
B as you know was pulled.
C was still not what I will call my money's worth.
And D, though still available on the website, is broken in a way that makes it
useless to myself and many others. If you search through this newsgroup, or
google "LW 7.5 D morph mixer problems - HELP", you will find a request to
confirm a bug in 7.5d, and your support department's "workaround", to wit, "...
they said flat out, 'do not run 7.5d'"


| Yes, we withdrew one update in
| that series. If technical support is recommending against any other
| updates in that series or in any wider selected range of update
| versions, then by all means I'd like to know about it, and I'd like to
| know why.
|
And there you have it.

| If you personally would recommend against any updates in that
| series, or any other updates for that matter, then again, I am
| interested in finding out why you feel those particular updates should
| be avoided. If you'd prefer to discuss this in email, that would be
| fine with me.
|
I think we should keep this very public. Newtek's attitude towards dissatisfied
customers, and the quality of LW releases is of public interest. I would have
appreciated this thread before I plonked down my hard earned cash, and I intend
to pay very close attention before I plonk down any more.

| This is certainly information that should get through to
| management and the development team.
|
I couldn't agree more, but now look at it from my perspective. The fact that
7.5d is unusable in the eyes of your support department is a matter of public
record in this newsgroup, and yet here you are, in the same newsgroup, focusing
on what ... harshness? If your company is unaware of what your support
department is telling customers, is that our responsibility? Who could possibly
turn this around? (My money's on you, and I hope I'm pushing you in that
direction).

Some time back, you and I had a discussion along these lines
YOU: "... do you think we should pull programmers off of new work to deal with
bug reports?"
ME: "No ... but let's not be too hasty"

Well today, I'm changing my tune, *Absolutely* you should pull programmers from
new content to deal with bugs, over the course of a year you would see unhappy
customers, and your bug backlog dry up. I guarantee it. During my decades in
programming, my policy has been to encourage bug reports to come to me directly
and immediately, and I've taken pride in turning them within the hour. 1 hour
doesn't even dent my ability to turn out new content, and my customers have
never been unhappy for more than an hour. It works miracles and you should try
it. ... if your developers have their trash put right on their desk until they
get it right ... they will get used to the customer friendly notion of getting
it right before it leaves, and doing it even better should it ever return.

If you have programmers who find releasable code a burden on their time, the
last thing you should do is give them new work ... do it well or don't bother
valuable customers with it.

| > Would you like to talk 8.3?
|
| If you are encountering problems with 8.3 then indeed you should report
| those problems. Whether you chose to do so here, or via our support
| services, if you are having issues we'd like to help get them addressed.
|
I'm not buying the 8.x releases, though the $250 offer did merit a "take it or
leave it" coin toss. Your own forums paint the picture vividly enough for my
tastes. I can't add to what you could easily learn from your own forums, but I
will add that an associate of Newtek's (who shall remain nameless) suggested
that I upgrade, but "don't install 8.3". I didn't do either. It would be
interesting to have a recent copy just so I could see if long standing flaws are
still extant, I'm certainly not going to pay for the privelege.

| > As for the free support being worth every penny, would you like to swap war
| > stories?
|
| Again, if you have issues with our support services, you have a choice
| of either making mysterious innuendos or specific comments here, as you
| wish, or you can always email me specifics and I'll direct your reports
| to the management responsible for our support services.
|
Mysterious Innuendos !!! Have you forgotten our discussions on this very subject
sometime back in this very newsgroup? You insisted that my 5 month old suppoprt
request was probably not recieved and that I should resubmit? I did so, cc'ing
you. I recieved a response from, *not* my resubmission, but my 5 month old
request. I saw to it you were cc'd the entire sequence of mailings that ensued,
did I recieve anything you would call helpful? I gave them an explicit error
message, but that was not enough to submit to a programmer!!! (Give me your code
and 5 minutes and I'll show you the code that generated the error).

But hey ... if you are really willing to help ... I've got an issue outstanding
with your support department that I'm still hoping will be resolved. It's 25
months old, will you help me?

As you can see, I'm not a satisfied customer, which is sad, because I'm easily
satisfied. I merely expect 7.5 to work as documented, that's what I paid for and
that's all I ask. I understand that bugs are inevitable, but I also know from
experience that they are easily dealt with. It's up to you.

--
CWC
============================
It's not that nice guys finish last,
They have a whole different notion
where the finish line is.
============================


.

Relevant Pages

  • Re: Special upgrade treatment
    ... If you search through this newsgroup, or google "LW 7.5 D morph mixer problems - HELP", you will find a request to confirm a bug in 7.5d, and your support department's "workaround", to wit, "... ... If technical support is recommending against any other | updates in that series or in any wider selected range of update | versions, then by all means I'd like to know about it, and I'd like to | know why. ... customers, and the quality of LW releases is of public interest. ...
    (comp.graphics.apps.lightwave)
  • Re: Special upgrade treatment
    ... > confirm a bug in 7.5d, and your support department's "workaround", to wit, ... If technical support is recommending against any other ... > | updates in that series or in any wider selected range of update ... > customers, and the quality of LW releases is of public interest. ...
    (comp.graphics.apps.lightwave)
  • Re: ES or Fedora
    ... I'm interested in having a support network for ... It will provide you with updates via yum as long as Red Hat is providing updates for corresponding RHEL release. ... There'll be delay between Red Hat fixing a security related bug and releasing the update, and that same update being available on the CentOS. ...
    (RedHat)
  • Re: ES or Fedora
    ... I'm interested in having a support network for ... It will provide you with updates via yum as long as Red Hat is providing updates for corresponding RHEL release. ... There'll be delay between Red Hat fixing a security related bug and releasing the update, and that same update being available on the CentOS. ...
    (RedHat)
  • Re: Windows Update...
    ... Please see "Problems in Windows Explorer/ Windows shell due to 908531" update ... Customers in the U.S. and Canada can receive technical support from Microsoft Product Support Services at 1-866-PCSAFETY. ... There is no charge for support calls that are associated with security updates. ...
    (microsoft.public.windowsxp.general)