Lack of support

[ScrltOTara]

I am getting very frustrated at the total lack of support for this script that we paid so much for!

I am installing it for a client and have posted several bugs and questions dating back to October 5, 2001 with no response.  Right now, my outstanding issues are:

1. My client just purchased the script, and immediately there was an upgrade.  Why didn't anyone tell us to wait and get the newer version?
2. A drop down field is NOT mandatory in the registration form because it won't allow for a null value. I need it to be mandatory to pick a value.
3. I can not uncheck the "show email" field in user profile, it doesn't "stick" when saved.
4. AOL people are not getting registration confirmation emails.  I can confirm they get direct emails sent from the same addy the confirmation emails are from, but not the automatical generated activation emails.

The rest of the issues I have managed to find and fix myself after hours of searching.  I would appreciate some help on the above questions.

sharemedicalspace.com

[iAuto/iRealty Sales]

Hi,

Thank you for sharing your concerns. I totally understand that some of the issues we received from you today are bugs (item 3), but some are definitely not, particularly strange behavior of emails with AOL that we, unfortunately, are unable to test because we have no access to AOL. AOL chose to create a network that is not well-interfaced with the rest of the Internet, and AOL compatibility is an issue for many web developers that are accustomed to clearer standards and system behaviors. On the other hand, some of your  clients are stuck with AOL and we'll have to find a way to deal with that.

However, I would disagree with your saying that our support is not there. We have a fully-functional ticket-based support system that some of our clients are eligible for as part of their package, and others can always purchase paid support. The fact that your client chose not to use paid support, which costs a nominal $49 per month, does not mean that there is no support provided. For those who chose to go with free support that is provided in part by other iAuto/iRealty enthusiasts and in part by our support team, there is a delay in answering some of the queries in the forum.

Our support terms and conditions are clearly posted on our website under section Support (http://www.irealtysoft.com/support.html), and I took a liberty to provide the extract for your convenience below:

Guidelines for iRealty Customer Support

The best way to contact Support is to email us at support@irealtysoft.com.

The other way to obtain support is to post your inquiry to our iAuto/iRealty Support Forum.

      Who is eligible for support?
 - The Standard Edition customers are eligible for free 6 months of technical support starting from the date your order has been fulfilled.
 - Customers who purchased support separately, i.e. Special Edition customers and Standard Edition customers whose 6-mo. technical support period has expired.
 - All customers can report bugs free and are eligible for free bug fixes. Clients with paid support have priority over other clients for bug fixes.
 - Trial version users have limited support. We provide support for trial version users on ‘as time/workload allows’ basis only.

      What is your bug fix policy?

 - All customers can report bugs free and are eligible for free bug fixes.
 - Clients with paid support have priority over other clients for bug fixes.

      What is the Response Time for Paid Email Support?

 - The maximum response time for support-related issues is 48 hours due to workload/time zone difference.
 - The average period of support response is 12 hours.
 - In case you have not received any reply to your request after 48 hours, please contact Support again: your email might have been undelivered/killed by spam filters

      How Support Forum Works?

 -  We respond to the requests in our Support Forum whenever we have no pending email support requests from the eligible Standard and Special Edition customers.
 - Forum-based support is free for everyone.
 - There are no response time guidelines or standards for free forum-based support.

      Do we offer support by phone or live chat?

 - No, not at this time. Due to time zone differences with some of our clients and availability of qualified support staff we decided to perform email-based support only. This is also done to ensure the adequate review of every user hosting and software environments and to provide a proper resolution to the reported problems.


     When do we work? What are our working hours?

 - We are opened weekdays only (Monday through Friday), and our working hours are from 9 AM to 6 PM (GMT+6 time zone).