[lordsilence]

Originally Posted by thincom2000

@berben4, Big-Pete is not a potential customer. He is a prior customer that has not used the official support he paid for, and has posted his ideas for improvement here rather than on the company's site. He has suggested that the company is responsible for making changes based on users' comments in random places on OTHER web sites.

I am not trying to say that Big-Pete is an idiot, nor imply that anyone else is. My point is that he has let his frustration get out of hand. My explanations of how easy it was to get support was to demonstrate not that he was too stupid to figure out how to get it, but that he is so frustrated that he did not want to bother spending any more time to get support.

All of my questions to him, both here and elsewhere, have tried to get at the root at what exactly caused his frustrations. I can't see that it's simply that the manual was insufficient to setup the software - since he could have just asked someone for clarification. The only reason I can see anyone getting this upset is if their database crashed, but he hasn't mentioned anything like this.

If there is a severe problem like this, he needs to report it. If there isn't, he needs to calm down and just tell the proper support person (this is not the place for that) what he couldn't install. His license included professional installation free, after all.

While people have said "it's not easy to set up" here, those issues have been dealt with on a case-by-case basis for users with a license, and those users' suggestions that were made on the official site were not ignored. Now, many of those concerns... are no longer concerns, because in fact, every suggestion I have seen made on the site has been answered, and many of these led to improvements in the setup and functionality of the product itself. However, we have to ask that users be specific when they make a criticism or request a change, or a speedy and effective change cannot be made.

Regarding this thread: It contains an unsupported version of the product that has nearly every feature removed - from a year ago. It is not a good advertisement for the actual current product, nor is anything people say about this unsupported version. This thread goes largely ignored by any staff at the official site. Several weeks after opening this thread I regretted it, and would have deleted it if I could.

I'm sorry. But publicly discussing customers, even though they are negative of your product doesnt really help you.
Never ever discuss someone publicly. The fact you say "I am not trying to say that Big-Pete is an idiot" just makes it look the opposite.

Be nice, supportive and say that you'll try to do everything you can to help this customer goes a long way. If it's just a troll, ignore him.

*customer support rep for different companies*