This si addressed to all, accessing the Online Discussion.

I am at Blue Cross Blue Shield. We have five licenced copies of Arev and four copies of OI, running approx. 500 users all the time. Over time, as we have experienced problems, we have called into Revelation Software for Tech. support. But all the time I seem to be getting the same guy on the phone who does not seem to know much at all and says that no one else is available. This has been happening for a few months now, specially this year, even customer service is giving me answers which seem 'made up'.

Has anyone else experienced the same with Revelation Tech. Support?? I would definately like to know if there is more than one individual in Tech. Supp. or is it being phased out as the rumor says.

We have also heard that Revelation Software tech support is not worth having - nobody we know is renewing Works. Most people seem to be using third party resources such as Don Bakke at SRPCS for the West Coast and Sprezzatura for the East Coast. At least they know what they're talking about.

Totally, agree with you!!! By the way, our postings are not going to be here for long. As far as I know, someone there will delete any anti-Revelation postings on the Online Discussion.

Sandra,

You will have to be more specific if you are going to be critical. Why not post your problem here for constructive input rather than a out-and-out criticism of Revelation Software Tech Support.

[email protected]

Sandra-

We also provide Arev technical support- either on a per-incident basis or on a contract basis.

Check out our Website at WWW.WinWinSol.Com or give us a call at (201) 722 9814.

I believe Revelation also provides Arev support on a per-incident basis.

Are you experiencing Arev issues or Network Issues?

Mike Ruane

But don't you do the very support for Revelation Sandra is complaining about? Do WinWin customers get a better service than Revelation customers then?

Usha-

By our supporting Revelation's customers they become our customers and get the very best service we can provide.

We provide second level support to Revelation- A user calls Revelation, and the tech support staff there attempts to answer the question, If they cannot, the issue may be escalated to WinWin. Whether or not depends upon a number of factors, including the user's level of tech support- Works Subscriber, New Install, etc.

As far as I can recall, Sandra has not been put in contact with us. Based upon her posting here, I can't even tell what her problem is- Arev, OI, NT or Novell- although it appears to be Arev and Network.

Usha, what is your experience in the Revelation world? I don't recall seeing your name up here before, although I may be mistaken. It appears that you have never posed a question or responded to one on this site, at least by the name Usha Patel.

Sandra,

WORKS subscription customers are entitled to receive Telephone Support, or the option to post their issue to the WORKS online discussion. These issues are handled with priority response and

escalation. If you are not a WORKS subscriber nor are entitled

to installation support, Non-WORKS subscribers may utilize the General online discussion. The online discussion participants

include the Revelation community at large. More informaiton about

your question will likely generate recommendations.

Revelation Tech Support

Amen, Steve …

It's easy to bitch .. harder by far than to be part of the solution.

Don Miller

C3 Inc.

I agree with Steve. Post the actual problem and perhaps someone online can assist.

As for me, I've been developing Rev applications for over 13 years and had stopped using Tech Support over 8 years ago because I generally knew more than the tech. I found that I could get better responses by posting (first on Compuserve – I really miss those dialogues) and then here and on 3rd party feedbacks.

Since I have not used Tech Support for many years, I don't know how well they do now. I would suggest, if you call again, demand to speak to the tech's supervisor – in a diplomatic way. It usually isn't the tech's fault, but management who hires these support personnel. One of my "permanent" client's has a MIS department and their "help desk" is totally unhelpful. I usually have to resolve the problems presented to the MIS dept. simply because they don't understand or they are too slow to respond.

Sandra,

Our relatively new website offers custom AREV support, as well as limited on-line, realtime support via MSN Messenger, Chat, NetMeeting or voice.  We have a number of FAQs plus many programming reference pages and downloadable source code files.

Please feel free to contact me for any assistance you might need.

Larry Wilson

[email protected]

http://AdvancedRevelation.com

BTW .. AFAIK neither has Sandra Roberts. Oh well, I suppose it's easier to run your mouth than your fingers ..

DCM

Lots of people I haven't heard from before…phantom users?

Mike

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