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 beingreported 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 furtherto 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.com/ __________ NOD32 2353 (20070625) Information __________ This message was checked by NOD32 antivirus system. <http://www.eset.com>http://www.eset.com
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