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This is not the support channel!

 
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Richard Buckle



Joined: 18 Mar 2004
Posts: 163
Location: London

PostPosted: Thu May 27, 2004 1:02 am    Post subject: This is not the support channel! Reply with quote

This forum is intended as a way for users to share information, hints and tips amongst themselves.

It is not the right place to request support, report bugs, or submit suggestions. For that, please use the support page, or send mail to support@iview-multimedia.com, as appropriate.

While iView staff do participate in here, they do so only on their own free time. Be aware that during busy periods, such as beta tests and the aftermath of a new release, iView staff get much less free time and rely primarily on the official channels mentioned above.

I'm not saying that you shouldn't discuss possible bugs and feature requests in here: on the contrary, we encourage it. What I am saying is that once you reach a conclusion amongst yourselves, one of you should file a bug report or feature request using one of the official channels mentioned above. Only that way can you be sure that it reaches our attention.

Finally, please understand that due to the sheer volume of traffic, our support team cannot always reply to you in "internet time". Quite often, support has to discuss the issue with engineering in order to give a proper reply, and this can involve some "thinking time" by both teams. We try our utmost to reply by return if we can, but this isn't always possible. Sometimes the issue can only be resolved if you are willing to help us reduce the problem to a case that is reproducible on our machines. Othertimes, it's a design issue, and we need to take the necessary time to consider its ramifications.

So, please be patient if it takes support a few working days, or longer, to get back to you. We don't believe in the glib, half-arsed reply and prefer to take the time to research the matter properly and give you a complete, fully-arsed reply instead.

Richard.

[edited 2004/06/26]
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