Some real help...

[bjb007]

About time Runtime Revolution Ltd. had a real help desk
with tickets etc. so that help requests can be tracked - and
perhaps answered in a timely manner.

There are number available free.

[Mark]

bjb007,

RunRev Ltd has a real help desk, with friendly, skillful, professional people who (almost) always reply to your questions within 3 days. You can write to support ( at ) runrev ( dot ) com.

Best,

Mark

[bjb007]

Do you mean one of those things with four legs?

I don't. I mean a programme which logs help requests
and issues a ticket so that the enquirer can keep track
of their questions and the company can see what
enquiries are outstanding. A little more sophisticated
and up-to-date than simply sending an e-mail.

Like this: http://www.support.ethiccash.com/

I have been waiting two weeks for an answer to my
last question.

Not good enough

[Mark]

bjb007,

Yes, they have such a system. How else would they keep track of support requests? You would only see e-mails, but they see a complete database with all your support requests and answers given.

Why are you so concerned wit Rev's support system?

Best,

Mark

[Mark Smith]

I have been waiting two weeks for an answer to my
last question.

Not good enough

In my experience, this is very unusual. I've never had to wait more than 48 hours - have you re-sent your email?

Best,

Mark

[benoestrada]

Hi Mark,

RunRev Ltd has a real help desk, with friendly, skillful, professional people who (almost) always reply to your questions within 3 days.

I made this post 10 days ago, until today its been read 50 times and there is no answer to a question that I believe should be pretty simple:

http://forums.runrev.com/phpBB2/viewtopic.php?t=1308

I do not know the answer, and I'm sure it could turn into a new license sell...

This is not a big problem, but by reading this thread daily I have a similar feeling that RunRev's Staff attention to this forum could be more sensitive.

Regards,

Benito Estrada

[Mark]

Hi,

I overlooked that last sentence, I understand why bjb007 is concerned with the support system.

The type of support system is definitely not the reason why you have been waiting two weeks for your question to be answered.

Probably, your e-mail got caught by the anti-spam system. You might want to try to send an e-mail from a different e-mail address or with a different, descriptive subject header.

As far as I remember, my own support request never got caught by the anti-spam system and I always received an answer within 3 days.

Regarding your support question, anything we can help with?

Best,

Mark

[Mark]

Hi Benito,

Hi Mark,

:? This is not a big problem, but by reading this thread daily I have a similar feeling that RunRev's Staff attention to this forum could be more sensitive.

Regards,

Benito Estrada

Although the RunRev staff reads this forum occasionally, this is a forum for Revolution users only. Don't expect any questions to be answered by Revolution staff as a rule. If you need to be in contact with RunRev Ltd, you really need to send an e-mail to support.

Best,

Mark

[benoestrada]

Hi,

I do participate in other development engine forums and have found that these forums are a superb learning spaces.

From the user point of view we learn a lot from other users experience. Same way this forum will save tons of support hours to the company; here we'll find lots of answers to common questions and useful workarounds.

RunRev's Staff may save time and energy answering questions here better than private emails. It is easy to figure this.

Finally, we are the users (happy as I feel, and see others), but Revolution is their product, so my guess is that RR Staff can take care of its baby here too.

A nice product is very important, but support is on the top.

My cent,

Benito Estrada

[bjb007]

"In my experience, this is very unusual. I've never
had to wait more than 48 hours - have you re-sent your email?"

Just about says it all - why should I have to re-send
an enquiry if the help system is working as a number
of people claim it is?

There was recently a "glitch" which affected enquiries
sent with HTML formating. Why?

Why do I get the impression that "the Management"
really don't care about users once the money is in the bank?

The whole point of my suggestion is that "sending an email"
to support is subject to all the usual difficulties which is why
it's not a suitable method to use.

If "the Management" rarely read posts at the forum
why is there a "Suggestions" section. May as well
delete it and save us all some time.

Mark: My unanswered question is "Why can't I view the videos
which appear to download from Documentation/Getting Started/
More advanced concepts?" The brief answer I had was that it
could be something to do with changes to QT. Further enquiries
were promised - but so far nothing.

This is the kind of niggling thing that wastes time unnecessarily.
They could be made available for download - then I'd know
where they are on my computer. If QT doesn't work they
could be converted to Flash or avi quite easily.

Just seems that a commitment to making RunRev easy to
use is lacking somewhere.

In fact my increasing impression is that if RunRev isn't dead
it's getting close enough for me to write it off.

[Mark]

Hi bjb007,

First of all, complains about the support system should be sent to.... guess what. Surely, you can post such complaints here, but it doesn't make sense, because Revolution staff won't necessarily read it. If you want to be sure to get heard, write to support and make sure that you get a confirmation e-mail in return, with a support ticket number in the subject header. If you don't get such an e-mail, try using a different e-mail address to send the support request from or try to avoid words that might trigger spam filters.

Regarding the glitch, any support system may suffer from a glitch. This says nothing about Revolution's capabilities or intentions. Nor does one single glitch at one point in time say anything about performance in general.

I really don't know why you get the impression that Rev doesn't care once the money is in the bank. I know no other company that continues to give support for years to come after a customer has spent a minimal amount of money on one of the company's products. Although I am critical of the product itself sometimes, I really believe that support is excellent.

Where you mention the suggestions section, I assume you mean the subforum for feature requests. There is one person, who is connected to RunRev, who --as I believe-- is supposed to read this section. I totally agree that this person should pay more attention to the feature requests posted there. I feel he should make clear that he reads them, every now and then. I'd say, write an e-mail to complain about it to support.

Now your problem with QuickTime. First of all, make sure that you have entered the special access code for the video tutorials, which is included in the e-mail that also contains your license key. Then make sure that you install the Techsmith codec when you install Revolution. If you have software installed that may block specific ports for specific programmes, check that Revolution can download the movies. It is also possible that your firewall prevents Revolution from contacting the server.

If this doesn't solve the problem, maybe you could provide a little more information. Can you describe what exactly happens, when you try to view a movie tutorial? Also, which operating system and which version of Revolution are you using?

Best,

Mark

[paul_gr]

I can understand bjb007's sense of frustration. Although I now enjoy working with Rev, it takes a while to understand how it works compared with other programming environments.

Access to the video tutorials -- I still haven't got it.
When I purchased Rev in 2006, and subsequently I have upgraded twice, none of the serial codes to access the videos have worked.
All I get is "The key you entered is invalid, please check that you have entered it correctly and try again"
Once I requested new keys from support and they didn't work either.
So I gave up.
Update: just tried the video access serial number I got with the superbundle -- Reinstalled Rev with the new serial, then tried the new video access serial.
I still get rejected.
Maybe it's a Windows XP thing, but it is frustrating.

Paul

[bjb007]

When I try to download the QT movie I get a progress bar which show
that it's downloading.

When I try to watch it I get an error:
"Revolution Engine for Win32
Revolution Engine for Win32 has encountered a problem and needs to close. We are sorry for the inconvenience."

As you can see I'm not the only one with this problem.

My question is -- why is it necesary to have a code to view these files?
Why is it necessary to have a complicated interface to download them?
What's in these files that's so valuable and secret that they can't be
put on the site and downloaded in one zip and view at leisure?

And there should be a proper Help Desk system which doesn't require
sending emails. If "the Management" can't stir themselves to set up
a reliable system there's no hope for Revolution.

As for the glitch re: HTML emails not being viewable or whatever it was
the answer is a proper help system.....

[Mark]

bjb007,

Which version of Revolution?
Which Windows version?

Mark

[bjb007]

Rev Studio 2.8.1
Win XP Pro SP2