Customer **NO** Support

[RHinNC]

I E-mailed technical support over 3 weeks ago about the latest version of Vehicle Manager and the issue that the cost per gallon is automatically entered preventing calculation of cost or # of gallons.

For me this has never worked right anyway. If you enter a mileage entry that is incorrect and correct it, it would not calculate.

Now I cant even get a response from technical support.

[Allibama]

Did you submit a trouble ticket? Did you get the automated response from support and did you check your spam filter?

I will check on this for you.

[RHinNC]

Did you submit a trouble ticket? Did you get the automated response from support and did you check your spam filter?

I will check on this for you.

Yes I submitted a trouble ticket and an automated response. No other messages received.

Thanks

[Allibama]

I have made an inquiry for you.

[hezahonker]

I E-mailed technical support over 3 weeks ago about the latest version of Vehicle Manager and the issue that the cost per gallon is automatically entered preventing calculation of cost or # of gallons.

For me this has never worked right anyway. If you enter a mileage entry that is incorrect and correct it, it would not calculate.

Now I cant even get a response from technical support.

Hi RHinNC,

Sorry about the delay. We certainly don't want that to happen. Can you send me a private message with your support ticket number information so we can see what happened? Just click on my name in this post and it will bring up a menu with the option to send a private message.

[RHinNC]

I E-mailed technical support over 3 weeks ago about the latest version of Vehicle Manager and the issue that the cost per gallon is automatically entered preventing calculation of cost or # of gallons.

For me this has never worked right anyway. If you enter a mileage entry that is incorrect and correct it, it would not calculate.

Now I cant even get a response from technical support.


Received answer to my question today:

Hello, Randy,

Thank you, but the only other ticket I see from you was answered by Loretta, and it involved upgrading Vehicle Manager.

However, from your subject, I can guess what you're writing about.

The logic and operation of the cost per gallon feature CHANGED in this version. It now remembers the last cost per gallon and offers it to you. You will then either accept what's there or enter a new number, so there's no longer a need for the program to compute the cost per gallon.

Otherwise, it's the same as it was before. You're expected to know the cost per gallon now, but it will still calculate if you enter one other factor.

Thank you for using Vehicle Manager.


While I appreciate the response I disagree with the solution of fixing something that was broken by elimination of some of the functionality of the program.

[hezahonker]

Glad you got an answer. Thanks for letting us know even though you are not in agreement. I respect that. Personally, I wouldn't be too happy having to remember the price per gallon either...who wants to be reminded! :p :eek: I think that if you have some more ideas on how you can envision it working (technically) it would be cool to hear your thoughts. How do you think we can make it work better than it did before?

I am glad that it was adjusted so that the user wasn't going crazy. That, you have to admit, is better than just leaving it and ignoring the problem.

[Hookey]

... when talking of ignoring... iambic still ignore the fact that there is a bug in teh software maikng an incorrect entry of milage stick for ever, it was told to iambic in may, and then over and over again - why is nothing happening!?
I am sorry to go into this thread to ask, but noone answers in any other threads when I ask... Is it to ask too much to want the software to work as it should and as it is said to work!?

[hezahonker]

... when talking of ignoring... iambic still ignore the fact that there is a bug in teh software maikng an incorrect entry of milage stick for ever, it was told to iambic in may, and then over and over again - why is nothing happening!?
I am sorry to go into this thread to ask, but noone answers in any other threads when I ask... Is it to ask too much to want the software to work as it should and as it is said to work!?

Hi Hookey,

Have you contacted technical support? If so, can you give me your ticket number? If you haven't submitted a ticket, please do so by selecting the link in my signature that says "Submit a Ticket".

Technical Support is handling all bug reports now for all Official Releases (Non-Beta).

Beta version bugs are reported in the Beta Forums (http://support.iambic.com/forum/forumdisplay.php?s=&daysprune=&f=137).

[Hookey]

Hi Nancy,
..but please... I have told iambic about this for over 6 months! Are they sitting there with their arms crossed, waiting for me to submit a ticket for something they already know?!?
The iambic Forum team member EP2005 posted following to me exactly a month ago:
"I will make sure the correct information is given to the developers."

Michael (iambics team) told me in May:
"We're aware of some of the issues reported in the forum. Is there something specific affecting you?" after which I told him (again, I might add) about the problems.
You are one very active memeber in the forum, and you do a lot of good, helping out when we need help, so I apprechiate you are trying to help me with this by your advice - but if the iambic team is sitting waiting for me to submit a ticket, when the bug is well known... then they are working things in a very strange way!

[hezahonker]

Hi Hookey,

I don't know all of your posts specifically- and would have to go back and look at them. However, one of things that you quoted above sounds like Michael needed more information. You said that you gave him the information again but you didn't say what happened after that? If Michael has told you that he can duplicate the problems you have reported, or that he is aware of those problems, then there is no further need to report them.

While I can see your hesitancy is seeing the value in Technical Support, it is beneficial for gathering information and keeping bug reports organized for the official releases. Sure, not all problems can be solved immediately, but Technical Support can then take information, record what is happening and work on troubleshooting techniques since they have knowledge about the software's internal structure and function. (In fact, we have benefited from some insight they have offered in the Agendus WM How To Forum most recently on how various functional aspects regarding icon files.)

One change that I am personally excited about is in regard to how we are giving customers an idea of what they can expect in the future features and fixes in Beta Release Announcements. An example of this new system is here. (http://support.iambic.com/forum/showthread.php?t=31404) New releases and or beta builds of Agendus Windows, Your Call, Agendus Palm, Agendus Mail (and very soon Agendus WM) are coming forth. I am sure Vehicle Manager will have it's day in the sun too.

[Hookey]

Well Nancy; I sholud of course not be stubborn - if what is needed is to submit a ticket, I will do that, but I feel strangly neglected by iambic, when they say they are going to fix something in may, and then in november nothing has happened! It could not just be a case of me not having submitted a ticket (and btw, did not the forum policy change since may - then tha users questions and problems where handled here in the forums, so one think that someone would have wrtitten down something about the issue. And - as am answer to what Michael said then - he said nothing..)!
I feel that iambic is not takiing any priority to users of VM, and that is very bad for us users...

[hezahonker]

Well Nancy; I sholud of course not be stubborn - if what is needed is to submit a ticket, I will do that, but I feel strangly neglected by iambic, when they say they are going to fix something in may, and then in november nothing has happened! It could not just be a case of me not having submitted a ticket (and btw, did not the forum policy change since may - then tha users questions and problems where handled here in the forums, so one think that someone would have wrtitten down something about the issue. And - as am answer to what Michael said then - he said nothing..)!
I feel that iambic is not takiing any priority to users of VM, and that is very bad for us users...

Hi Hookey,

I never said the items not getting fixed had anything to do with our new system of submitting a ticket. I am simply stating we are making changes that we feel will be helpful in gathering information.

In terms of you feeling neglected. I can understand how this would be a natural inclination. However, I doubt that is is anything personal or intentional.

Thanks for the feeback it is heard. ;)

[RHinNC]

Glad you got an answer. Thanks for letting us know even though you are not in agreement. I respect that. Personally, I wouldn't be too happy having to remember the price per gallon either...who wants to be reminded! :p :eek: I think that if you have some more ideas on how you can envision it working (technically) it would be cool to hear your thoughts. How do you think we can make it work better than it did before?

I am glad that it was adjusted so that the user wasn't going crazy. That, you have to admit, is better than just leaving it and ignoring the problem.

I dont think anything needs to be added, just fixed.

The price per gallon is now automatically entered however if you change or delete this, the calculation function does not work (this has always happened). Then why have the calculation tab available at all?

Thanks

[hezahonker]

Yep, I hear your point. Thanks.

I know it is upsetting. I have to trust that our developers will correct it.

[michael]

RHinN,
Can you now send me a Private Message with your Ticket number? I want to research the history of this problem and get back with you with a better response.

Thanks.