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TexasAggie97
TexasAggie97
Join Date 06/2001
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Support issues closed with no response?

September 27, 2007 10:06:59 AM from Stardock ForumsStardock Forums
I have (had?) two support issues (one with RightClick [#GUN-830867] and one with the Virtual Desktops [#EUL-158135]) that were closed with nothing telling me why. The last response I received from Stardock was from Mike H. saying he was forwarding the information to the developers. Now I look on stardock.helpserve.com and see they are both set as close with the last replier of Jeff Bargmann. Is this the normal process? I would have thought I'd get a definitive response saying that yes it's a problem and will be fixed, or something.

Thanks,
Mark

PS. I'm sending this to support@stardock.com, but don't expect alot since that's where I sent those bug reports to begin with.

Mark
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TexasAggie97
milksama
Join Date 09/2005
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Reply #1 September 27, 2007 10:28:18 AM
from WinCustomize ForumsWinCustomize Forums

Mark: Your bug reports involving the Beta versions of RightClick and Virtual Desktops were acknowledged by the developers and will be addressed in a future build. Dissimilar to support inquiries, bug reports (especially concerning any pre-release versions), are submitted more as "FYI, you need to fix this!" than "I need help, why is it doing this?". Once any such reports are forwarded to the developers and do not need further troubleshooting (as they have been reproduced 100% of the time), there is no sense in keeping the ticket open.

Although bug reports for any pre-release versions are generally preferred to be submitted through the forums (as the technical support department is not involved in the development process), I thought I would pass along those reports on your behalf.

The problems you have reported are on the developers' list of known issues and in the queue to be addressed.

Thanks!   

-Mike
[Stardock Support]

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TexasAggie97
TexasAggie97
Join Date 06/2001
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Reply #2 September 27, 2007 10:37:03 AM
from Stardock ForumsStardock Forums
My concern is that they were closed with no notification. If you had said exactly what you said here, that would have been fine instead of leaving me hanging. Were you able to reproduce it? Did you need more information? Did you not care? Just closing it without saying anything was the problem.

Thanks,
Mark
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TexasAggie97
milksama
Join Date 09/2005
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Reply #3 September 27, 2007 11:00:12 AM
from WinCustomize ForumsWinCustomize Forums

Mark: My apologies. When I had forwarded a report to the developers, I had mentioned I was doing so, though had not explicitly stated I was able to reproduce the problem and that what I was forwarding was in fact a bug report of reproducable issues. In the future, I will try to be more proactive about explaining the next steps.

Sorry for the confusion!

-Mike
[Stardock Support]

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