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 : > : > : : :