[bookport] Re: Aph's Policy Regarding Phone Support

  • From: "Ibrahim Gucukoglu" <igucukoglu@xxxxxxxxxxx>
  • To: <bookport@xxxxxxxxxxxxx>
  • Date: Sat, 8 Jan 2005 18:38:09 -0000

Incidentally, how do you do a hard reset of the BookPort?

Warmest, Ibrahim


----- Original Message ----- 
From: "Darrell Shandrow" <nu7i@xxxxxxxxxx>
To: <bookport@xxxxxxxxxxxxx>
Sent: Saturday, January 08, 2005 6:26 PM
Subject: [bookport] Re: Aph's Policy Regarding Phone Support


> Hi Michael,
>
> It is extremely tough to provide regular technical support for beta 
> hardware
> and software, much more so than to support the release product.  Beta
> testers should be assumed to know what they're doing.  If you have a
> critical issue, they want to make sure you report it through the beta
> channels so that it can be fixed if it turns out to be a bug.  They also
> want to limit the exposure of people outside the beta teams to beta code
> which probably will change before release.
>
> This policy for beta testers is not entirely uncommon and is generally a
> good idea.  I have provided telephone technical support for a manufacturer
> of (mainstream, non assistive technology) network security equipment, and 
> we
> had the same policy concerning nonsupport of beta products.  We referred
> such customers to their beta test team contacts or team leads for further
> assistance.
>
> Keep in mind, you can always hard reset your Book Port, uninstall the beta
> version of its transfer software from your system, and start over with the
> publicly released firmware and software versions.
>
>
> Darrell Shandrow - Shandrow Communications!
> Technology consultant/instructor, network/systems administrator!
> A+, CSSA, Network+!
> Check out high quality telecommunications services at http://ld.net/?nu7i
> Wishing you and yours a happy, accessible New Year!
> Blind Access Now blog: http://nu7i.blogspot.com
> ----- Original Message ----- 
> From: "Michael Massey" <micmey@xxxxxxxxxxx>
> To: <bookport@xxxxxxxxxxxxx>
> Sent: Saturday, January 08, 2005 9:23 AM
> Subject: [bookport] Aph's Policy Regarding Phone Support
>
>
>> Hi.  I've been reading all of the post regarding suggestions for
>> improvements to book port which leads me to these comments.
>>
>> I do sincerely wish that APh would reconsider its policy regarding phone
>> support for those who are using and testing the beta software and
>> firmware.
>> However, the policy is the way it is and I will live with it.  However,
>> there were a couple of instances where I needed phone support and could
>> not
>> obtain it.  Luckily, the problems that cropped up somehow resolved
>> themselves.
>>
>> Do I feel slighted just because those of us who use the beta software and
>> firmware can't get phone support?  No, indeed not.  But as I have stated
>> in
>> previous posts, some times a phone call is the only way to solve a 
>> problem
>> rather than waiting for an e-mail message.  When I needed help I needed 
>> it
>> immediately and couldn't get it.  Yes, I am well aware of the policy and
>> read it before I downloaded the beta software and firmware.
>>
>> Michael Massey
>>
>>
>
>
> 

Other related posts: