Do You Feel Fully Supported

[sarah-dee]

I am tryin to reinstall microstudio but keep getting error 7 when i go to register. Below is my original email.
geoff.packwood@tesco.net
Order#: 10387

Can you help please?
Geoff

[sarah-dee]

I am tryin to re-install microstudio but keep getting error 7 when i go to register. Below is my original emailand order #
geoff.packwood@tesco.net
Order#: 10387

Can you help please?
Geoff

[sarah-dee]

posted in wrong forum

[sarah-dee]

During the Christmas period my computer became infected with two Trojans, eventually the only course left to me was to format the hard drive. This decision was not taken lightly because, as those of you who have been there know, re-installation takes a great deal of time.
Everything when well until, “Microstudio” the last of all my programs.
The installation setup came back with “ERROR 7 contact mtu.”

Now I have seen this before, a couple of years back, and after exchanging e-mails between myself and DougC of mtu the problem was sorted.
So the first thing I did was e-mail customer support via the web site, no reply, I tried again, still nothing.
Then I found DougC’s e-mail address and tried him, still nothing.
I had now waited two weeks for support from mtu and received none. It was time for new tactics; using my wife’s e-mail address and posing as a potential customer I asked if installation problem support was available. Two days later “hey presto” a reply from, Guess who? Here’s the first line

“We do offer support, by community forums, FAQ, or email for any and all of your questions.”

Now at least I had contact, I replied asking why my e-mail had apparently been ignored, this is what came back in response

“We receive about 80,000 - 150,000 emails a day. Much of which is spam. to insure a request gets through we ask that you first use our community forums online and post your question under the appropriate product thread.

You will need to post there to receive your answer.”

OK so much for e-mail support, but isn’t strange how three e-mails requesting support are ignored, but one from a potential customer, is answered almost immediately. Anyway, I digress. I went to the forums, posted my request and guess what; still nothing

OK so much for forum support.

Now let’s look at “error 7; this I believe is mtu saying, “You have now installed this program on three computers, this is all you’re permitted to do”
WAKE UP GUYS it means I have now installed this program three times on the SAME computer!
If some of you are wondering why would you re-install so many times, let me give you some examples:- hard drive failure, main board failure, virus infection, and just general clutter built up over time. It is recommended by a lot of experts, to format and re-install windows every 12 months or so.

Right, one more important point; it is suggested that; we, (that is mtu customers and let’s not forget at this point we have PAID to use mtu programs); should adopt “an attitude of gratitude” when seeking help. Now if I do something wrong and somebody helps me. I am grateful, if I do nothing wrong and somebody hinders me WHY should I be grateful for that?

Having said all that, I have been a user of microstudio for several years and feel it is one of the better programs of its type, so you guys at mtu have got something right. But come on guys put a bit more effort into customer care, after all if it wasn’t for us where would you be?

Finally, human nature being what it is, it will probably be a cold day in hell before I get any support from mtu now, so if any of you out there in “forum land” have taken the time to read this, I thank you and If you agree with me or not; PLEASE let me and mtu Know.

[gduns - with the Lord]

I guess you intend to put this all over the board?????

I can't say much about your situation, because I don't know the details. But you say you have been using a $39.95 program for years, and are upset because you have installed it 3 times, and they don't personally answer you when you say jump.

I have several programs that have 1 installation, thay are better than $4000 a seat. They have a 30 day policy of free phone help. after that it is $5.00 a minute.

Heck take windows xp, just an operating system, $200.00, 1 installation, and no factory support.

They are trying to spend their resources making a better program. after helping hundreds on this board, I understand. People who don't know computers on here expect you to walk through every step of how to install, and how to make a disk, and everything just because they bought a $39.95 program. Get real.

[sarah-dee]

Allow me to correct you on some of your comments. I have been using microstudio since October 2000 at that time the program was then, I believe $50. I have paid for every upgrade to that program as and when they were released. Now this amount obviously comes nowhere near $4000, and quite frankly I could not afford to pay that for one program let alone several and I don’t know anyone else who could, so lucky you!

Now I don’t believe waiting FOUR weeks for support can possibly be interpreted as me saying “jump”.

As for Windows XP being “just an operating system” You obviously have no concept of how complicated that system is and by the way it can be installed an infinite number of times and is fully supported by Microsoft via their website.

It seems to me that you are an advocate of “disposable software” use it three times then buy a new one. I’m sure this would appeal to most software producers. But to consumers in the real world? Somehow I don’t think so.

The reason that you “can’t say much about my situation” is that you have missed the point completely. May I humbly suggest you read the thread again in order to grasp the principle involved here?

[MTUSUPPORT]

You would not have had a problem if you had used the old email.

Your email was not updated to your new one. This should now work.

[S. Parks]

To answer the original question of this Post, yes I feel well supported. I have come to learn over time, that a well presented problem, with sufficient details to help someone understand my problem, usually get a reasonably quick response for the users of this forum.

Occaisionally, the forum gets hit with a scenario that no one has experienced yet, and yes at those time it tends to take a bit longer to get help, be it from MTU or the forum users; eventually the problems do get resolved.

For new users of the forum, the search function at the top will in most cases lead you to dialog from previous post and show you a solution to your issue. For those that don't find resoluton there, a carefully written description of yor issues, posted in the right location usually gets a prompt response. That has been my experience.

[sarah-dee]

Thank you for your view, it's nice to see that not all mtu customers are badly treated. My criticism is directed squarely at mtu and not at the users of this forum. While I take onboard your comment "a scenario that no one has experienced yet", I don't believe "error 7" comes into this category. It appears regularly in this forum and is a direct result of mtu's O.T.T. attitude to security of their software.

In reply to Fuengirola's original question, Darkmagic's reply can be found under the same thread under the heading “Microstudio Critical MTU Help Required". As for the red circle, I haven’t a clue what it means, but personally I wouldn't worry about it.

[fuengirola]

let me out the record straight, i did not start the thread do you feel fully supported. it only looks that way cos when you reply you have to put the title of the thread yor responding to now its passed on to you.

[admin]

I combined your 4 Threads into this one, so you can see your answer, and we no longer have to search for all the places to answer you.

First, if you want an answer, always post in one Thread.

Second, our web site and store went down this week, and we have needed to respond to this unusual event.

Third, MTU is in the process of moving our web site to a dedicated server to provide better support and operation. We are all extremely busy. I am truly sorry that you feel you have been singled out. However, posting in one Thread is a great start if you need help in the future.

It is my understanding that MTUSUPPORT has answered/solved your problem. Post back here if that is not correct.

[sarah-dee]

Yes, my problem has been resolved and for that I thank you.

I still believe that the "install three times rule" is O.T.T. May I suggest that you revise this limitation? Whilst I respect your need for protection of your software, you must also place a certain amount of trust in your customers.

I do not profess to understand the technical problems involved with this; but there must be some halfway point where mtu and their customers could meet!

"error 7" is, quite frankly not acceptable.