Hi,
Below is our official reply on this issue:
I am not sure if you understand what we are trying to tell you ------ we are telling you to go to somebody else to ask your programming questions. We do NOT want to sell our product to you because your programmers do not understand basic things and they insisted we should help them out. We disagree with them. If you believe we are so unprofessional, why don’t you just leave and go to another “professional” vendor? You have every right to choose whose product to buy, we have every right to choose who we serve. We do not want to serve you in this case. This is like a movie theater has rules that requires customers not to talk during the movie. If you believe that rule does not apply to you, you should go to another movie theater. We have rules that we believe are very reasonable. If you do not agree with our rule, leave and go elsewhere.
Your programs have asked the same question multiple times while obviously they do not understand the basic concept of measuring output size. They have sent us two test applications: one application does not demonstrate what the issue is at all; The second test application demonstrated the issue but there are obvious logical mistake in their code. We DO NOT help you to debug your code. That’s why even if we know what’s wrong in your code we will not tell you --- because if we tell you programmer once your programmer will come back again and again for such questions. We do not believe it is our job to train your programmers. If we had helped your programmers out 10 times and then told them we can’t help them any more, they would only be 10 times more angry and we would only be perceived 10 times more “unprofessional”. So we will not help you with your own programming questions --- not even once. We have already explained this position to your programmer very clearly. What they are trying to do is like asking car dealer to teach them how to drive. We can sell you a good car, but we will not teach you how to drive. If you keep asking us how to drive, we will ask you to leave and go buy your car elsewhere. We will not help you on your own programming questions. This is not our first day in this business and our position is very firm on this.
We also have our support policy publically posted here:
http://www.essentialobjects.com/forum/postst1368_Product-support.aspxAnd more details here:
http://www.essentialobjects.com/forum/postst6586_When-your-questions-will-not-be-answered-by-tech-support.aspxThese are our rules and they will not change. So take your questions elsewhere.
This is the end of our conversion with your company.
This was a private conversation but we are quite OK with making it public. We have a solid product and we work very hard to support it. However we will not tolerate abuse by naive users. I am not sure if you have already purchased the product. If you have not purchased the product, we will ask you again stop trying our product and go to another vendor --- we do not serve you here. If you have already purchased our product, please let us know your order number and we will be very happy to issue a full refund to you.
Thanks