does anyone actually answer questions?

[harry shin]

1. i posted a question... 4 days ago in the silverfast 6.0 forum; zero answers thus far.
2. i emailed martin directly--> i finally got a 4 sentence reply which didn't even answer the question.
3. i tried calling that 900 number, but can't do so from my cell phone.
4. question: does silverfast believe in any type of quality support? this is totally substandard and... lame. you guys should be embarrassed.

[degrub]

1) if i could answer your question on SDR i would. i do not use it.
2) sometimes even Martin doesn't know the answer immediately. There is usually a que of questions being answered. FIFO
3) ok. maybe a different phone ?
4) yes they do. i and many others have had good results. See 2 above.
5) No, i don't work for Silverfast
6) If you suspect a bug after you have tried the latest update, submit a problem report. It will get addressed. Some problems are easier to find than others. Obviously, Silverfast has to duplicate the problem, so send all the details about your system, the log files, and exactly what you are doing. THere can be a long que to get through before the bug is addressed. Just look at all of the frustration and work created by Apple's OS-X in the newsgroup. i realize this does not solve your problem, but hopefully it will help you understand what is going on.

Frank

[Tomaz Klinc]

There are just too many questions left unanswered here. To designate a few of the knowledgeable regulars as moderators would quicken the pace and make these rather sedate forums more informative and interesting.

[LSI_Flyvbjerg]

Dear all.

Please understand that this forum is not meant as a hotline, but as a media where users can exchange their experiences with SilverFast.

We try to asnwer as many questions as possible.

For serious bugs please report them to our support team at: http://www.silverfast.com/problemreport/en.html.

Best regards.
Eric.

[nmoss]

Based on my own experience and from what I have read in these messages it seems that many users get little or no response from the support line and resort to these forums to try and get help.
Because the support servive offered here is far more responsive and helpful than the "official" mechanism these pages have become the de facto support mechanism for Silverfast.

It seems like a perfect example of supply and demand. Eric, like it or not, these forums have become the hotline for help in untangling the intricacies of SilverFast. Keep up the good work.

NMoss

[ilyons]

Whilst I don't mean to criticise I do tend to agree with Tomaz and Nmoss. Whether intended or not the forum is the means by which many users get what they perceive to be the best response.

For the most part many of the regulars don't have the knowledge to answer many of the questions raised and so they go unanswered until you or a colleague drops by. Questions that stay unanswered for prolonged periods give a VERY bad impression to those who drop in for an answer and see that it might well be pointless asking. It wouldn't be the first time that I've read in other forums/mail lists that raising a question here is a waste of time - I don't agree but since I'm considered by many of the regulars on other scanner forums/mail lists to be biased I see little point in challenging them

You should also keep in mind that the forum is read by many who are only just considering SilverFast. They see unanswered questions and they think twice about buying.

I see that many of the sections are moderated by different members of the LS team and to be blunt I can see no reason in spending a few minutes each day doing a "sweep-up" of questions that require little more than a few words. Questions requiring a more detailed response could be addressed by a holding comment such as "we need more information" or "please contact support directly". Just ignoring them does you no good at all.

Like it or not this forum has become an unofficial support desk for SilverFast. If you ignore it it will kill you quicker than a silver bullet. If you decide to use it as such you will likely find/fix bugs a lot quicker.



Ian

[nmoss]

Yes Indeed. Also I might make a suggestion that occurred to me after I submitted my earlier post. Customer relations are the key to successful marketing. So, if someone asks a technical question why not paste this into your reply:
"Thanks for your interest in SilverFast. I have forwarded your query to our technical support staff as they are the people who can answer your question. Please let us know if you don't receive a satisfactory response within a few days."

NMoss