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Subject: This business about tech support in CCC....

Author: Steven Schwartz

Date: 07:01:21 10/25/98

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On October 25, 1998 at 07:04:26, Bert Seifriz wrote:

>I disagree with you:
>1) You always write about support staff. Do you realize that
>chess software is very often a 1 man company. How
>could anybody have STAFF??? People would be happy
>to make a living for 1 person out of their work.
>There is NO support staff anywhere in the chess software
>world from what I see.
>2) You cannot even CONTACT some persons. Nobody
>on this forum knows where Richard Lang lives. I do not think
>that he has an email address, and if so he does not
>want to make it public. Same with some others. Now go to his
>producer and ask there, sometimes they can/will help, sometimes
>not.
>3) You get answers from some programmers or
>some dealers sometimes, but very often you get nothing.
>ChessBase IS a company. On RGCC I read that they do
>not answer emails very often.
>Mindscape IS a company. Now ask them something about
>Chessmaster, and you will not find much help from
>the support staff there.
>
>4) And by the way, the support staff of other
>non-chess companies is very often also very bad!
>
>So I see no reason why a problem which affects
>many OR ONLY 5 people in the world should not
>be discussed here as long as it is chess software
>related.
>Bert/gambitsoft.com

I agree with Bert here. I have seen 20 years in this business,
and the collective support offered by the majority of computer
chess manufacturers is very sub-standard.

That, of course, has put the full burden of support on the
retailers like us who have had to dissect the problem and devise a
solution without any help from the people who actually
manufactured the chess computer or chess software in the
first place.

Ed is a breath of fresh air. It is obvious that he cares about
his programs and wishes to solve their problems as they arise.
He is even willing to come to our CCC forum and help his dealers
support his product. I believe that what we have collectively
created here is something that can benefit the entire chess
community. In my opinion, it would be wrong to put a stop to it.

Having said that... I would like to add two more items:
     1) By singling Ed out, I do not meant to slight all of the
programmers that we see here in CCC on a daily basis sharing
their thoughts with us. We all know who they are and they should
be thanked as well.
     2) I, personally, have no problem with support questions here
in CCC, but I am not too sure that I will continue to be in favor
of them if we start getting dozens of questions like "Ed, which way do
I hold the CD when inserting it into the CD player.":-)))

For the first time in weeks I can clearly see the vision of a good
poll question. All we need to do is formulate the possible answers.
Proposed question:
"To what degree are you in favor of or against the use of the CCC
to discuss/respond to technical questions?"
Proposed answers:
?????
- Regards, Steve (ICD/Your Move)




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