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

  • From: "albert griffith" <albertgriffith@xxxxxxxxxxxxx>
  • To: <bookport@xxxxxxxxxxxxx>
  • Date: Sat, 8 Jan 2005 14:40:43 -0500

While my experience is limited, to be sure, I don't remember ever hearing of 
a product developer who offered tech support for users and beta-stage 
products.
----- Original Message ----- 
From: "Darrell Shandrow" <nu7i@xxxxxxxxxx>
To: <bookport@xxxxxxxxxxxxx>
Sent: Saturday, January 08, 2005 1:26 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
: >
: >
:
:
: 



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