Forums/ScreenSteps Desktop/Workgroup/ScreenSteps Desktop
Support confusion...
tsaint
asked this on March 14, 2008 18:05
Hi,
on thursday13th 3.30 pm I purchased an academic pro licence. That evening tried installing and it kept crashing. I sent an email to support seeking help.
Friday afternoon, as I hadn't heard from support, I sent a second email, including the log produced when screensteps crashed.
Saturday morning (now) I still havent even had an acknowledgement of my emails.
Assuming support is based in the USA (Va?), that's heading towards 2 working days.
I know I'm only 1 insignificant customer, but how much effort is needed for "problem acknowledged, we'll get back to you when we can"?
Maybe support is only offered via this forum, in which case please make it clear not to waste time on the support email address.
thanks
tony
(Times quoted are australian time)
Comments
Hi Tony,
My experience with support (via email and the forum) has been extremely positive and responses have always been quick. Maybe your emails are getting flagged as spam or something. I'm sure they'll get in touch soon...
Good luck,
Eric
Thanks Eric,
I'm sure there must be some reason. I checked my spam folders just in case, and have sent emails by more than 1 isp just in case. Of course support could be out of town for a conference etc...
Hi Tony,
I apologize for the delay. It appears that your message was flagged as spam and we didn't see it. We have located it and I will take a look at your crash log on Monday. We just released a new public beta of 2.0.3. Would you mind trying this version and seeing if the crash persists?
You can read about the update and download here: http://www.bluemangolearning.com/forums/viewtopic.php?id=211
Thanks Trevor, glad that's sorted.
I tried the new version, but the same result. Last night I took the trouble to create a new instance of windows, and screensteps 2.0.3 b45 started just fine.
Obviously the problem is mine, not yours, but it would be nice to know the problem so I can take action.
tony
Don't mean to hijack thread - but it appears I am having the same problem with my Windows XP - Screensteps 2.0.3 installation.
I have started a new thread but just wanted to state that this problem has hit me also.
This issue has been fixed in version 2.0.4 which you can download from our downloads page: http://www.screensteps.com/downloads/
Just to finish off this thread ....
Once the lines of communication were sorted out, support (ie Trevor) went to a lot of trouble to sort out my problem, so I'm a very happy customer with everything working fine!
tony