Subject: RoboHELP
From: Hope Cascio <hope -dot- d -dot- cascio -at- US -dot- ARTHURANDERSEN -dot- COM>
Date: Fri, 29 May 1998 12:32:03 -0400

Please allow me to clarify my earlier rant.

I appreciate BS's promptness and (usually) simple, working solutions to
problems. Several times, I've gotten fast, easy, good help from them. On
the other hand, I have a mind bogglingly long correspondence with BS
support that hasn't solved our problems. The advice given is tedious,
typical "is your printer plugged in" type troubleshooting that doesn't
solve the problems of the program crashing and locking up.

The problem is not with the tech support at BS, it's the product, RH 5.5.
The patch didn't help us with our problems at all, and the 12 or so of us
here in Knowledge Transfer all have this program that is absolutely
critical and essential to our work, yet which doesn't work reliably.

What I meant by not getting a response about my complaints is, while BS
Support did *try* to solve the specific problems I asked them about, they
didn't do anything about the big problem, which is, after about a month's
worth of correspondence, we still don't have a working product, we paid for
the software, and now they're releasing a new version which, from all I
hear, *does* work well, and we're going to have to pay again, all within,
as Hsuan-min Chou pointed out, about 7 months, for what we should had all

Hope Cascio

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