Author: Moritz Berger
Date: 01:54:38 10/07/98
Go up one level in this thread
On October 06, 1998 at 19:53:11, Eran wrote: > >Hi, > >Some other Fritz5 end users and I do not get help quickly and efficiently from >the ChessBase representatives. We are sometimes frustrated with their service. >They seem not trying hard enough to provide us help we need. For instance, >their web site provides the downloadable file called fritz516 but does not tell >us in detail what it is. I agree that Fritz patches ought to be better documented, as it's already the case with CB 7 fixes where all issues are documented with each revision. You have a valid point here. >Additionally, they do not provide us any necessary >patch to fix bugs within Fritz5 or ChessBase programs. There must have been a sequence of more than 5 patches for ChessBase 7 since it was released. Just chose "Online Upgrade" in the "Support" menu. You mentioned the Fritz 5.16 patch, if you write in the next sentence that "they do not provide us any necessary patch to fix bugs within Fritz5 or ChessBase programs" I have problems to understand your message, other than the fact that you seem to be very unhappy with ChessBase. >Next, in the top right >of the Save Dialog Box of Fritz5 the manual does not explain what the two small >buttons with question mark on them are. Excuse me, I will try to say this as politely as possible: Fritz uses the so called "common" file open dialog box of your operating system (Windows 3.1, Win95/98, Windows NT 3.5, NT 4.0). "Common" dialog means that it is a feature of the OS and about 98% of all programs you ever use (including e.g. Wordpad in the Programs/Accessories group) display you this dialog box if you open or save a document. Even if ChessBase wanted to teach you basic Windows skills, this was doomed to fail because of different Windows versions: The file open box you mentioned looks completely different under Win 3.1/3.11 for Workgroups/NT 3.51 on one hand (it doesn't have the icons you don't understand) and Win 95/98/NT 4.0 on the other hand (all programs running under these operating systems have such icons in the common file open dialogs). >Finally, when I asked any >representative for help by email, one representative responded to me in one >week. They do not respond to us in a satisfactory manner, and we are not happy >with it. I am sorry to hear this. I had mixed experiences with ChessBase support in the past, ranging from non-existent a few years ago to excellent in recent times. >Consequently, it is not enough to acquire best chess programs; we need >to get best service of help, too. If you buy e.g. at ICD or Gambitsoft, you always have your dealer to ask, too, if the manufacturer doesn't solve the problems for you satisfactorily. >Therefore, I suggest that some of the representatives should participate >extensively and regularly in the CCC, in the newsgroup rgcc, and in the email. ChessBase and other companies have been driven away from public forums by a handful of aggressive lunatics. Ed Schröder is the only exception I know who tries to provide some support at least here on CCC, after r.g.c.c. turned out to be insufferable for any commercial programmers. All companies (including ChessBase) I know provide basic support via email. >In other words, they should try harder to respond to us more quickly and >efficiently. In addition, they should provide us better information or clearer >answers to any problem within Fritz5 or ChessBase programs. Furthermore, they >should provide us any patch for our programs. Lastly, if they provide us >excellent service, we will be quite happy with it. This makes us more motivated >in using Fritz5 or ChessBase programs. >I hope that after reading and understanding this post the representatives will >take into account seriously. So that they will be able to provide us better >technical support service and better customer service as quickly and efficiently >as possible in the near future. I hope they are keenly aware how important we >the customers and our complete satisfaction are to them. > >Thank you, >Eran >End User of Fritz5 and ChessBase7 Kind regards Moritz
This page took 0 seconds to execute
Last modified: Thu, 15 Apr 21 08:11:13 -0700
Current Computer Chess Club Forums at Talkchess. This site by Sean Mintz.