Phone charges and customer support

[JeffMenton]

This is my response regarding the BB Copy Rectangle problem from last July. It has gone unanswered until I resent it a few days ago.

Re: BB COPY RECTANGLE
Thank you for informing me about your new system regarding support. I am quite aware of the new method to extract dollars from us, the users. I have been with the company from the very beginning including all the various personnel name changes at the home office. I was the second customer in the State of Florida to purchase your equipment.
This item had been brought to your attention in July, 2009, about BB World and the BB Copy Rectangle, and has remained unaddressed since then, until I RESENT my e-mail and inquired what is going on. My previous e-mails to Josh in the last two months have gone unanswered too.
I would not have made this contact now if your programs would work correctly in the manner we bought and paid for them.
What would be a good compensation method, to us the users, for not having the ability to use the programs in the manner you sold them to us? I for one have to perform major work a rounds to get my photo montages completed and this has cost me many more hours, and we all know lost time is unbillable and lost revenue.
You are very quick to ask us for money, but very slow in dealing with real issues in the programs when we can not use them and then will ask us to pay you to let you know when something is not working correctly.
I hope you will not expect the people who have the existing BB World program to pay for any update? That would insult to injury.
Jeffrey Menton
Valuable Video, Inc.
Miami, FL


Smarteditsupport wrote:
> We can tell you a new beta for BlueBox World just arrived this morning. We're getting started with the tests on it. It's expected that the function you mention has been improved in this update with SE 8 as well as being modified for use on Bogart systems. We'll know more soon.
>
> Just FYI with our apologies, but our email support line has switched to be a paid email service now. Email support is $5 per issue or $10 for a message addressing multiple issues. You will also have the option of purchasing a Support Contract. A Support Contract will provide you with phone and email support for $249 per year. (Machines requiring an RMA or actual repair service will not be charged for phone support or an RMA email request) If you wish to continue any new queries with us, then please fill out the question form with the payment information and we'll get right back with you as soon as we can. If you have purchased a support contract, please make sure to note that in the question form for us. There is no charge to emails or calls for the time period of the support contracts.
>
> Be sure to include the following items in your message:
> Your name
> Casablanca Serial Number
> Credit Card number and expiration date
> System Software version
> DVD Arabesk version (if applicable)
> Version numbers of any other software that is relevant to your question
> Monitor mode (single video, single VGA, or dual monitor mode)
> Your specific question