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RE: [Virtools] Damn Virtools-Support

Sometimes I don't understand the e-mails that are posted to this group.

In the same message, you are saying:
1. Virtools support sucks
2. Roland Wagner helped us a great deal, it was fantastic, we are very
happy
3. The mailing list and news group never provided any good answers.

Well, when you acquired your Virtools licenses, you also purchased some
training and tech support access. Roland Wagner help you as an official
Virtools representative, so when Roland Wagner is helping you, it's
Virtools helping you. We are happy to learn that you were satisfied with
the training you paid for.

About the user group not helping you, well, where are your questions? As
far as my mailbox can trace, I have never seen you posting a message
before.

Tech support. The token-based system is here to ensure that support is
being used properly (that is, to avoid 'read the manual' questions). You
might not like this approach, but it turns out it is just impossible to
answer all questions with a decent delay and quality if we have to deal
with 'read the manual' questions. Tokens are just a 'safety net', if you
like, and we're trying our best to be open-minded with it and re-credit
tokens when it seems fair enough.

Anyway, since we want all our customers to be supported (and also people
that are not even our customers, but maybe just testing the product), we
set up this user list, for all the questions that you want answered
without going through token tech support.

It turns out you have used only one token of your support. One out of
the 30 that came with the package you acquired. So you have hardly
reached its limits, have you?

Finally, the limit between tech support and consulting sometimes happens
to be fuzzy --> some questions that we receive are more 'how do I create
a quake-style game?' than 'what's this feature for?' We're trying our
best to answer all questions efficiently, but where is the limit?

We understand that you have deadlines and commitments on projects. Our
goal is to help you be successful. When you know you'll have a tight
deadline or a tricky situation, please contact us early enough, so we
can evaluate how we can best help. We read e-mails. We read this user
group. We can help. Besides tech support, we provide training,
consulting, and we even sometimes undertake part of your development
needs. Don't wait until your project is in jeopardy.

It's ok to criticize what we do and the way we do it, because we're
willing to try harder, and we need all kinds of feedback. But please
also consider this: instead of just blaming us, talk to us. Use us. It
can only make your Virtools projects better.


Francois Dujardin
VP Professional Services
dujardin@virtools.com
 
Virtools - The Behavior Company
Tel. (+33) 1 42 71 46 86
Fax. (+33) 1 42 71 86 53
www.virtools.com
 
93, rue Vieille du Temple
75003 PARIS
FRANCE

-----Original Message-----
From: owner-virtools-user-group@lists.theswapmeet.com
[mailto:owner-virtools-user-group@lists.theswapmeet.com] On Behalf Of
Matthias Liebl
Sent: jeudi 29 novembre 2001 15:48
To: virtools-user-group@lists.theswapmeet.com
Subject: [Virtools] Damn Virtools-Support

Hi TheSwapMeet ;-)

We just have had a very good support and teaching by two collegues from
Yello in Berlin who showed us the power of Virtools especially in VR and
also teaching applications.

The very poor support and philosophy (token system etc.) of Virtools is
a
shame. We had a lot of problems esp. with the Physics Engine of Havok
and
all (!) are solved within two days because of the fantastic help of
Roland
Wagner (from Yello, Distributor of Virtools in Germany). No newsgroup
(Sorry!) and no support of Virtools itself has offered such a
fundamental
support!!!!

All features of Virtools and its far reaching possibilities are
transparent
now and this should be published I think. Virtools really should think
about
its philosophy of support. Otherwise nobody will use it any more because
of
the missing and delayed support and arrogant philosophy (token system,
purchase).

By the way: Virtools thinks that they don't need any support at their
support from Berlin... ;o(
Hope they know what they are doing and not doing...


Sincerely,
Matthias Liebl, Germany


-----------------------------------------------
Matthias Liebl				[Learning Systems]
Ray Sono AG (Bremen)			[company]
Matthias.liebl@raysono.com		[E-Mail]
Otto-Lilienthal-Str.8, 28199 HB	[Snail Mail]
+49 (0)421 59647-37			[Phone]
+49 (0)421 59647-77			[Fax]
www.raysono.com				[Meet Ray]

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