On Wed Oct 21, at WednesdayOct 21 4:59 PM, David W. Fenton wrote:
And questioning the integrity and honesty of the only people who can
fix Finale seems to me to be quite counterproductive (you think they
don't read the list? Maybe they have stopped after being constantly
pilloried as liars by people like you).
Sorry forgot this part.
Some of what comes off as dishonesty on the part of MakeMusic is just
the way all software companies seem to work. I think they might want
rethink parts of their way of working. For example we see the
ridiculous web of questions we have to click around and type into on
their tech support page as actively discouraging asking technical
questions. It may or may not be true, but it comes off like they
don't want to hear about our problems.
I got a response that I read as evasive from one of the tech support
reps once, and I called her on it. I wrote back and pointed out
exactly the places in her response that I read as dodging, hedging
and condescending and why, and said that I was getting this kind of
tone consistently, not just from her, from other reps when I wrote
it. I pointed out that I was a long time user with a fair bit of
experience and a large number of students, and if there was a bug,
just to say, "Right! A bug! It's on the list now." with maybe a
workaround if I needed one. I noticed a month or two later when I was
asking questions again that the tone (of a different rep) had
tightened up quite a bit. He didn't use the word "bug" (may have been
expecting too much!) but he acknowledged the problem and said it was
high priority. I wonder if my complaint had changed things, but the
support staff are much more straight-talking than they used to be.
That comes off as honest.
Christopher
(sorry for all the verbosity, but I'm at home recovering from flu and
have itchy typing fingers.)
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