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AW: [Virtools] Damn Virtools-Support

Hi Francois!

Thank you for your answer!

First I want to refer to the following item. The Communication between
Virtools and other tools really is a problem! I have got a lot of experience
within 4 month we use Virtools.

---------------
E.G.: I few days ago in the newsgroup!

This the politic of Virtools Technical Support, I have not words

Question
I want create a communications beetwen Virtools and Vbasic but I tryed
to send msg to Active X in VB but the virtools not receive null.
The same applications run perfect in the IE Broswer using Javascript to
communicate.
Can you help me to solve this problem.
Thank you
Roberto Troiani


 Answer of Virtools
Hi Roberto,
We do not provide support to our web player use if that use is not a web
page.

Make sure I am sorry about that.

The token associated to this question will not be removed from your total.

regards,

Nicolas Augustin
Virtools Technical Support
---------------

We have bought the Virtools Behavior Server and did not get the full version
yet. Paid a lot of money for it within three Virtools Dev. licences! Still
using the Beta-Version. Does it come with the final release? When do we get
the final version of Virtools? The version should be available now, I have
heard. We have paid for it!!!!!!!!!!!!

Further on I am not the only one who is complaining about Virtools. The tool
is really a powerful application (I say it how it is!), but how do you want
to  announce it with such a politics and inflated prices? Even the Physics
Pack from Havok costs approxemately 5000 EURO right? The Macromedia Director
8.5, now with a lot of 3D-features, delivers the package for free!!!

We have bought the Physics Pack also because we need it for a complex
simulation or better a CBT with 3D-Visualizing and the behavior of the
avatar is eminent important for us. You know the problem from Nicolas? And
have seen the avatar? The file just shows a very little part of the system.
We have sent you only the problem with the water.

The programming in Virtools and the communication to other tools via network
and databases (for that Virtools Behavior Server) is in progress and
working, but the physics did not work until yesterday!

We have asked often, I have written in the Newsgroup, Roland have asked you
from Berlin and got no satisfied answer. Now we had the teaching here with
Roland and all (!) problems are solved! We are not programming a #Quake
styling Game# we are developing a complex system between eight PCs and
realtime rendering within updating the positions of every avatar in every
Virtools Scene and additionell updating other parameters like weather, wind,
fog, river power, lighting etc.! And this is allmost working via Database or
Direct Communication!

But the Physics...

Hope you will send me the information about the full version!
We have bought a very big package and are waiting for it!

Sorry for the strong complaining in the Newsgroup!
The Newsgroup is really a fantastic feature and cannot answer every question
I know this. But sometimes this complain has to be (in the direction of
Virtools)... Sorry...!

Thank you for all,

Regards, Matthias


-----Ursprungliche Nachricht-----
Von: owner-virtools-user-group@lists.theswapmeet.com
[mailto:owner-virtools-user-group@lists.theswapmeet.com]Im Auftrag von
Francois Dujardin
Gesendet: Donnerstag, 29. November 2001 17:31
An: virtools-user-group@lists.theswapmeet.com
Betreff: 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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