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Re: [Virtools] Token System

I have some concerns and comments not only about the token support system but
also about Virtools marketing strategy.  I don't want this to be interpreted as
an unconstructive flame against Virtools.  It is intended as the constructive
feedback/criticism that they have expressed they value from their customers.

I purchased a copy of Creation but have so far refrained from upgrading to DEV
SE.  I am a solo developer who writes database applications and is just
venturing into 3D content creation.  I say this because with the cancellation of
Creation, I am concerned that Virtools has made a marketing decision to no
longer cater to the entry level 3D developer.

I am disappointed and surprised by this decision.  Disappointed because I have
invested in a product that I can no longer afford to maintain.  Surprised
because the reason I thought Virtools had come up with their innovative visual
programming model was to make the program accessible to a wider, less technical
user base:  Namely, the small media houses without an extensive programming
staff and solo developers.  The 'small potatoes' as it were.

I realise that there is an upgrade path to SE for Creation users but no further
updates are allowed after that.  So, I am reticent to continue upgrading a
product that I know has no future.  As I currently do not make any money from my
3D work, upgrading to DEV is just not financially possible for me.

Interactive 3D is the next big thing to be conquered, especially on the web.
Macromedia has already won the 2D war.  There is nothing I would like better
than to see the Virtools web player become as ubiquitous as the Flash player.
But for this to happen there must be a LOT of developers making a LOT of quality
content.  That's where I believe the small guys like myself come in.  We are the
small town preachers who can spread the word of Virtools.  But if the tool is
priced beyond our grasp you will have to rely only on the larger firms who, with
more resources, are perhaps able to design more impressive titles but there
will be far fewer of them.

Virtools *is* the best product currently on the market in it's category.  But
IMHO that is not enough.  You need as many people as possible to know about and
USE the tool for it to become dominant in the marketplace.  From everything I've
read the concerns that Shockwave 3D will supersede Virtools are based on
marketing acceptance not technical features. When replies come like: "If you
feel there is a better product, then use that instead."  I feel that the point
is being missed.  I don't think many users here believe that other products are
better technically.  But, I believe the concern is that we don't want to see
Virtools, a superior product, lose out because of marketing and developer
relations issues.

When systems like token support are introduced, the perception (by myself
anyway) is that support is *discouraged*.  When I read between the lines it
sounds like: "Look, we're REALLY busy so don't bother us unless it's REALLY
important".  That is not very encouraging to new developers and appears to cater
once again only to the established developers who already know the product and
will only ask 'intelligent' questions.  The 'small potatoes' like myself, who
have invested in your product, have a steep learning curve ahead.  Yes, we will
undoubtedly ask some stupid questions as we learn but that is what learning is
all about.  If we are afraid to "use up" our support asking simple questions as
we learn fearing that we will need that support later when we are experienced,
we won't ask at all and may get frustrated when we can't adopt the program as
quickly or as thoroughly as we'd like.  With the current token policy, I believe
you will maintain an small niche of elite users but your software will not
propagate as quickly as it could to new developers.

I have rambled on long enough.  In closing:

1. Please at least reconsider the dead-end upgrade policy to SE --  I seriously
believe that it is in Virtools best interest to cater to the broadest range of
developers as possible to achieve the highest market saturation.

2. Please reconsider your token support policy -- I understand that you have
limited resources and do not want to allocate them unnecessarily.   But good
support is far from unnecessary.  Perhaps you could consider some alternatives:
Give unlimited email support only to users who provide a valid serial number.
And/Or you might consider providing official support through a newsgroup that is
only available to registered users.  As newsgroup threads make it easier to
search for already answered questions this may cut back on your volume.

I hope you take these comments and suggestions in a positive light as they are
intended.  I think Virtools is an excellent product and ideally would like to
upgrade and continue using it.  Make me believe that you have not forgotten
about us 'small potatoes'.

Cheers,
Jon Lee




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