Marcus
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| Posted: 05/21/2003, 8:25 PM |
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An interesting reply was received from YS support (will hide his/hers identity) for now.
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
[YS]: The user issues reported via our support system are being resolved on ongoing basis.
***
*** WHAT ISSUES? THERE IS NO DATABASE OF CURRENT ISSUES SUBMITTED BY USERS
***
[YS]: The forum discussions are not support forums and we rather prefer to focus on our product and supporting our users.
***
*** WHAT THAT MEANS IS THAT THE PARTICIPANTS IN THIS FORUM ARE NOT
*** CONSIDERED "YS" USERS
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No Name
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| Posted: 05/22/2003, 1:35 PM |
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Not surprised the least.
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Eladesor
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| Posted: 05/22/2003, 3:32 PM |
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I think you’re being a bit unfair – twisting the words to suit ‘your’ understanding.
Where does the reply state they have “NO interest in their Forum & Newsgroups” as the title of your thread states? Unless I’ve missed something the reply given (as posted by you) clearly states “The forum discussions are not support forums and we rather prefer to focus on our product and supporting our users” – pretty clear to me!
As you already know (you used it to obtain the latter reply), they have an excellent support system – via which they answer questions from customers / non-customers in a prompt and helpful manner.
Quote :
WHAT THAT MEANS IS THAT THE PARTICIPANTS IN THIS FORUM ARE NOT CONSIDERED "YS" USERS
And your meaning being?
Bye the way, the person whose identity you kindly hid, did you seek their permission before disclosing details of their correspondence in a public place?
If nothing else your post only goes to prove the dedication of YS and the support their clients – those who use the proper means of communication that is....... and striving away at making the product better rather than wasting their time on a silly post like this one.
Regards to all - Eladesor
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RipCurl
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| Posted: 05/22/2003, 6:49 PM |
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In the near year that I have used CC, I've not once seen an employee of YS come to these forums to offer a hand in our problems. I found (through several searches) that the only time an "employee" comes here, is to announce any new "upgrades" to CCS (nothing for CC) and the last one for 2.0 for CCS wasn't even announced by an employee.
And since their newgroup has gone to usnenet hell (nothig new was posted after 4/23/2002), its pretty apparent that they are not even giving support through the newsgroups.
We've asked for a better fourm (so it seperates CC users questions from CCS users questions). Nothing from YS; and this was asked nearly as long as I've had the software.
They dont have to say it in so many words; their actions speaks volumes.
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glerma
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| Posted: 05/22/2003, 7:24 PM |
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What are you guys griping about? THis forum is simply that: A USER FORUM!
What makes you think that Yes has the staffing to adhere to their normal support obligations and ALSO continue to troll the user forums all day and every day just so everyone is covered! That seems a bit much, don't you think.
I know Yes employees have posted to this forum many times, but you should look at the forum as a place to get support from other Codecharge users (FOR FREE, I MIGHT ADD) or dicuss Codecharge issues. They need to focus on the filtering through the "real" problems that probably get reported hundreds of times a day using the Request Support option.
And regarding this:
*** WHAT ISSUES? THERE IS NO DATABASE OF CURRENT ISSUES SUBMITTED BY USERS
you should look at their http://support.codecharge.com site first. There is indeed a database of current reported issues and the status. It's not entirely robust, but it's there.
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glerma
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| Posted: 05/22/2003, 7:56 PM |
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Also, in the interest of using this forum to tackle coding issues, I offer any assistance with CCS/PHP/Oracle/ issues that may beset a fellow Codecharge user. (Although, I may not always be trolling the forums myself).
g.
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No Name
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| Posted: 05/22/2003, 11:42 PM |
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"There is indeed a database of current reported issues and the status. It's not entirely robust, but it's there."
-----------------------
OK you are correct, but you cannot browse through the posted issues and answers to see if a solution to a problem(s) one is having has already been addressed!
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glerma
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| Posted: 05/23/2003, 10:55 AM |
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Agreed. Hence the phrase "not entirely robust".
Put it into perspective. Yes did not even have the database prior to G.A of CCS. They are improving, albiet slowly.
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Tony M
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| Posted: 05/23/2003, 2:00 PM |
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YES SOFTWARE...CAN STOP THE FRUSTRATION...THAT MANY OF THEIR CUSTOMERS FEEL
I would like to repeat what I have said MANY TIMES before...
YES SOFTWARE...Have not kept their promises to update the "Knowledge Base" at...http://support.codecharge.com/kb_search.asp
YES SOFTWARE have in place a "Knowledge Base" that would only take a few minutes a week to keep updated...by copying and pasting from their support system database etc...They have been very lax in their duty to us and they have broken their promises to us.
Even now it wouldn't take very much time to cut and paste LOGGED SUPPORT ANSWERS ETC into the "Knowledge Base
They cannot have any excuses...because they must answer at least FIVE NEW CC and TEN NEW Studio questions each week.
Imagine how much frustration, duplication of effort and time...they could have saved users...AND THEMSELVES...if those answers were in the "Knowledge Base"
Everyone can see YES SOFTWARE's lack of attention to their customers...from the individual posting dates for...
1 - FAQs
2 - How To
3 - Trouble Shooting
They MUST KEEP THE "Knowledge Base" updated
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BB
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| Posted: 05/23/2003, 2:06 PM |
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YES has consistently provided GREAT CUSTOMER SUPPORT to me for the request that I've posted to their support system. Maybe you should give it a try.
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DaveRexel
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| Posted: 05/24/2003, 4:14 AM |
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::
it has been said in this thread that YS employees don't post helpful posts here, well... refer to this
http://www.gotocode.com/disc_viewt.asp?mid=6406&
As a public forum this is obviously user2user and I personally have no problems with YS only providing replies to support queries submitted to their support system as the answers have always been prompt, helpful and polite.
The general level of this forum futhers my thesis that most users are extremely unqualified to publish and maintain web entities as their own ignorance is capable of publishing very insecure and misconfigured sites that are potentially dangerous to the casual visitor. This is not YS problem, though in a way it is, since as RipCurl posts in this thread : the product advertising is misleading.
This CCS software will not turn most of the users into web professionals without a lot of effort on the individuals part in learning the related ancilliary technology.
This forum however is an open sore in the YesSoftware flora as it has a primitive design and major security flaws, it does not reflect the current products quality at all, on the contrary it denigrates it. See codechargers.net for an example of a well built forum web application, albeit OSS.
Dave
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No Name
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| Posted: 05/25/2003, 9:44 PM |
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DaveRexel,
nice try to show a link to YS support on this forum that only refers to an item nore than a year old.
...must agree with you that this forum is a real eye sore. It does not demonstrate the power of CC or CCS, instead it takes a lot away from the product. A major rewamp should have been done by YS a long time ago.
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DaveRexel
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| Posted: 05/26/2003, 11:58 AM |
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::
old post
yes, I was so excited to see Alex' post I didn't pause to see the posting date.
Sorry if I caused any misunderstandings but Nicole has posted here too, and one of my 2002 rants over lack of documentation did elicit a reply from YS honcho Konrad.
I second the idea of a closed forum for regged users only but will also advocate an open section for those trying out the program.
Dave
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