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RE: [Virtools] Token System

Hi Jon,

Thanks for your constructive feedback. My position doesn't allow me to
answer on all subjects, but he is what I can say:

- about the marketing issue, you are making a very good point. We couldn't
sustain an 'entry-level' product like Creation due to the size of our
company. Instead of continuing in that direction and jeopardize our future,
we decided to withdraw that product and focus on a higher end solution, on
which we felt we were in a good position to become an established player.
The issue of turning our backs on 'the 'small potatoes' (in your words) was
a complex one, and was discussed a lot before we made the decision. Our move
to a higher end market was needed to ensure our future until the market (and
us) is fully ready for a product like Creation.

- about your concern regarding marketing acceptance of Virtools: it is clear
that we alone can't have the impact of a very big player entering the
market. We need strong partnerships to do that. Watch the upcoming Siggraph
announcements on that subject.

-back to support issues. The token system is by nature an 'unpopular'
decision. It is also the only way to ensure e-mail answers to all questions
in a decent amount of time. We also acknowledge that support is a key issue
to establish the software, and we'll keep our efforts in that direction.
This mailing list was created just for that. As Virtools employees, we
usually answer questions here as much as we can (some programmers use
nicknames, but you might be able to spot them ;), and we will keep doing it
to the best of our ability, regardless of the token system. The slight
difference here is an important one: with the token system, we have a legal
commitment to respond to questions; with the mailing list, we have a moral
commitment to do so. Obviously, with the growing number of questions, we can
only commit to try our best to answer in a timely manner. I encourage you to
use this channel (the mailing list or the forums) to sort out most
questions, and use the token system for very difficult (or confidential)
ones (our tech support guys are going to kill me for saying that).

I hope this answers your concerns.

Francois Dujardin

-----Message d'origine-----
De : owner-virtools-user-group@lists.theswapmeet.com
[mailto:owner-virtools-user-group@lists.theswapmeet.com]De la part de
Jon Lee
Envoyé : mercredi 8 août 2001 19:16
À : Virtools List
Objet : 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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