DTS response time

[Georg Tuparev]

Folks,

Perhaps spending the the last days of my vacation with good wine in  
the south of France makes me more forgiving, but I believe some of you  
are very demanding or even harsh to the kind folks at DTS. Before I  
started my own company I worked for a large US consulting monster. We  
had some kind of platinum support contract with Oracle that costed us  
an arm and a leg. All it gave us was an answer to a problem that we  
had to wait for a month and normally was an acknowledgment for bug  
that possibly would be fixed with the next major release expected  
within 18 month.

My experience working with other large companies is not better. So  
Apple is really one of the very finest examples in the industry, and  
normally very helpful.

Last remark. Someone suggested Apple should employ more people at DTS.  
Obviously the person how gave this suggestion does not understand the  
nature of developer support. The folks who work in such departments  
are very skilled, with a wide knowledge, can read and think into  
others software and problems, and have very special personal skills in  
order to answers without emotions request of clients with lot of  
adrenalin and short deadlines. To find and train such folks takes a  
lot of effort and time, and is not possible to be done quickly. It has  
to grow...

A votre sante DTS!

georg tuparev

On Jul 20, 2008, at 7:52 AM, objectwerks inc wrote:

>
> On Jul 19, 2008, at 2:37 PM, John Joyce wrote:
>
>>
>>
>>> Re: DTS response time
>> I think George Warner explained it well. Apple does not ignore, but  
>> Apple does handle things as they come in. Sometimes we all just  
>> need to be patient is all. For those not in the know, response to a  
>> recent product has been overwhelming.
>
> Yeah, but for $195 a pop, they need to do better.  If they don't  
> have enough people, they need to get them.  This is not simple tech  
> support you get for free or for a $50/year subscription.  This is  
> big bucks you pay for the privilege.
>
> Chad
>
>>
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>
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Georg Tuparev
Tuparev Technologies
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1186 VR Amstelveen
The Netherlands
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