RE: Eric Damery's response to my Blog comments

Hi Barry. Yep, I fully admit that I'm not a programmer by any stretch of the imagination, accept for a little bit of html here and there, and that's just simple stuff. I guess I'm one of those frustrated types who sees how people are being treated by the tech support folks, and it irks me that they're giving all these canned responses and not doing much to really help people fix the problems they're having, at least the stuff I'm seing on the list, I'm quite sure there are better stories. I've never had a lot of trouble with tech support, but I guess I'm one of the lucky ones. Hey like I said earlier, I fully understand when bugs are hard to squash. so I'm not completely oblivious to the problems some programmers are facing. I just want JAWS to be the very best it can be. I'm sure everyone wants that.






At 06:06 PM 6/25/2007, you wrote:
Cris:
  obviously you know little about computer programming my friend.  Speaking
as someone who has written programs for over 24 years I can tell you that
the more responses with as much information as possible helps a lot.  I
believe Freedom is as discouraged as the users are.  When you believe you
have fixed the problem and it tested out in the shop and with a limitted
number of testers but then it reappears again.  Please give Freedom as much
info as possible and from as many types of systems, operating systems and
settings.  It is a bug that is very complex I think and eventually they will
nail it down.  For the others who think that freedom is wasting SMA's
solving this problem you are quite incorrect.  All you have to do is look at
the what's new for each version that comes out.  They are fixing as much as
possible and adding new features as the market demands.  All software is not
perfect look at Microsoft who patches windows each month.




-----Original Message-----
From: jfw-bounce@xxxxxxxxxxxxx [mailto:jfw-bounce@xxxxxxxxxxxxx] On Behalf
Of Chris Skarstad
Sent: Monday, June 25, 2007 6:06 PM
To: jfw@xxxxxxxxxxxxx
Subject: Re: Eric Damery's response to my Blog comments


Hi. Ok, all this sounds well and good, but if we keep reporting the
same issues to the tech support people and they either don't listen
or respond, or just keep telling people to do the same uninstall,
re-install steps over and over, and it doesn't seem to work, what
then?  I'm fully aware that it's really hard to reproduce a problem
that just a few people are having,  and if someone has a problem
under one operating system yet it doesn't happen on another that's
not an easy bug to squash.  But at the same time, giving the same
canned responses is not the answer. and what if you've done all this
before you've even called them and the problem still persists? doing
it again, over and over and over obviously isn't helping and the tech
support people who are giving these responses need to be made aware
that this method isn't working.  They talk about wanting to give us
the highest quality tech support and the best product possible, what
company doesn't?  But this stuff is happening and they need to do
something about it, I mean, really do something about it and make
their customers happy again.







At 04:35 PM 6/25/2007, you wrote:
>
>Rick,
>
>The main concern and request I have is that if you are experiencing
>problems, and the release of 2173 did not completely resolve them
>for you, is that you
>would please report them into our support with the best possible
>detail. As always, we will do our best to work through the issues
>with you and all the
>customers who are reporting such issues. The Virtual Buffer is in IE
>and OE were very bad for those that experienced them. The same for
>the crashing issue
>in OE which you and some others experienced. We got them reported,
>got details from as many of the users with the issues, and went back
>to the those customers
>with updated versions to verify that we resolved it. I recall doing
>exactly that on the OE crashing issue with you many months ago when
>I saw it being
>reported on a list server.
>
>Since you have installed 2173, you pointed out to me on the phone
>today that the Virtual Buffer issue has all bug gone away compared
>to 2107 and earlier.
>You mentioned that you did get one on the Audible Site Saturday and
>maybe one on Thursday I guess also, which may have led to the
>negative posting on Darrell's
>Blog Thursday night. This to me says there may still be something
>going on but as I mentioned to you today, it is difficult to solve
>what we can't reproduce.
>It does not mean we will not continue to work the issue, but getting
>the reports to our support team with the best step to step details
>will go further
>to helping solve the issues than anything else.
>
>I've taken the time to respond to you (along with Jeff and Darrell),
>because your customers and I'm hoping we can continue to deliver you
>all the best quality
>product possible, just as we attempt to do for all customers. I hope
>that this email serves to resolve your issues and open up
>communication between you
>and support to further improve the product. It is not my intention
>to debate these issues on your blog or podcasts.
>
>Eric
>
>-----------------------------------------------------------------------
>---------
>
>=======
>
>Visit my webpage and podcast feed at:
><http://www.blind-geek-zone.net>http://www.blind-geek-zone.net
>and my web Blog at:
><http://blind-geek-zone.blogspot.com/>http://blind-geek-zone.blogspot.c
>om/
>
>
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>
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