Author: Randy Schmidt
Date: 06:19:17 01/08/99
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On January 07, 1999 at 10:41:45, Steven Schwartz wrote: <snip> >>Btw....I think HA7 is probably the BEST program out there at 40/2. > >First, in the defensive mode... >We spend a good deal of our day supporting chess software; I am >not quite sure that the phrase "canned response" is fair. Sometimes >the answers HAVE to come from the programmers because there is no >way that anyone else can solve some problems except him. > My apologies that "canned response" put you on the defense. I meant that the above is what you told me, that the programmer had to sort this one out. That was not a solution but the 'standard response' for this kind of problem. >Now, the response, >When we cannot solve a problem, we call upon the programmer to get >involved. According to the response I received yesterday, Mark is >aware of the problem and is working on it. We were told that as >soon as he has an answer, we will have it. If you have been >communicating directly with Mark, then you know exactly what we >are told when we ask for support. Mark has been "working" on a solution since June of 1998 which is when I first wrote to him :) In all fairness to him, I suppose he thought I was just another "neophyte" who didn't know how to install software. Now that others have come forward (and do note GambitSoft's warning in 'news'), I suspect he will take the problem more serious. Again in fairness to Mark, he did exchange several emails with me doing his best to find the problem. However, how much time should he spend with one person to work out a problem, especially when HA7 is in process? I appreciate his efforts to try to help. > >What can we do? >Generally, we do not refund money for software, but, conversely, >we do guaranty that we will make software work or we WILL refund. >Anyone who purchased Hiarcs 7 from us and has asked us for support >and still cannot get it to work, may certainly return it to us >for a refund. We do the best we can; most of the time that is >good enough; occasionally it is not. It would have been hard for me to ask for a refund since HA6 worked fine on my old Dell Pentium Pro 200. When I upgraded to a P2-400 (Dell), then HA6 stopped working. So, I felt I got my use out of it! I have always thought that ICD's support has been top class. Sorry if you felt that I was thinking otherwise. "Finally" simply means that maybe now I can enjoy the "best" program out there :) > >- Steve (ICD/Your Move)
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