A day at the support desk.

[Olav]

January 17th I contacted PB's support by e-mail about debugging problems
when debugging certain type of source files, and that I had found that this
was related to a filemanager named Powerdesk from Avanquest.
Jeff Daniels promptly replied and said "We will look into this issue...."

Two weeks passed by and no further information was received, so I contacted
support about the issue.Jeff Daniels promptly replied at 8:03 AM ET saying:

"This has been handed over to our R&D department, they are looking into
this issue. I am sorry, but I have no information on this."

My wondering is:
Is there no communication between support at Powerbasic and the R&D?

22 minutes later at 8:25 AM ET he sent me a second e-mail and said:

"I went and talked to R&D was told that they have reviewed this carefully
and determined that the Avanquest software is malfunctioning. We
recommend avoiding its use until their errors are corrected"

I replied to his second mail and asked him what his first e-mail was about,
but he didn't understand the question.
Probably bad english at my side.Well, I tried to explain it to him and he
then replied, promptly again,

"I sent you answer at 8:03 AM ET, we do not open until 9:00 AM. Once R&D
got into the office, I asked them about this issue and then passed this
information on to you."

I then confronted him on how he was able to fetch information from R&D 35
minutes before they got into office and he said:

"One of the R&D employees like me come in early today and when he did I
asked for information on this issue."

This is obviously not what he claim in his previous answer.

When I asked him if he had a name of someone at Avanquest which I may
possibly communicate further with?
He said he had not.
So Powerbasic hasn't been in contact with Avanquest, I then asked.

Jeff Daniels replied:

"I never said we did not contact Avanquest, only that I do not have a
contact name. This is because R&D is in contact with Avanquest, not me"

Oncde again my wondering is:
Is there no communication between support at Powerbasic and the R&D at
Powerbasic?

To round it all up;
I can now tell that Avanquest support says they are not aware of the
issue. An issue Powerbasic claims they have been in contact with Avanquest
about.

Does anyone find the communication above as a good example of helpful
support?

As I see it Jeff Daniels is twisting both mine and his own word, denying and
lying.

--

[WangoTango]

And, did you take their advice?

[Olav]

Post by WangoTango
And, did you take their advice?

If you refer to "We recommend avoiding its use until their errors are
corrected" ; then I will say that I don't need to contact support in order
to get such an idea.

Besides, I wasn't told that Avanquest had said they would correct the error.
Avanquest didn't even had knowledge about the error, at a time after PB
claims they was in contact with them.
--

[n***@nowhere.com.invalid]

Post by Olav

Post by WangoTango
And, did you take their advice?

If you refer to "We recommend avoiding its use until their errors are
corrected" ; then I will say that I don't need to contact support in order
to get such an idea.
Besides, I wasn't told that Avanquest had said they would correct the error.
Avanquest didn't even had knowledge about the error, at a time after PB
claims they was in contact with them.

Anyone using Avanquest software deserves all they get in my opinion.
Absolute shit products - I was a user for nearly 10 years until it
became more and more obvious that their release software was so full
of bugs it was virtually unuseable.

Their SystemSuite package was pretty much broken by Vista days, and
Powerdesk by Win7. PowerDesk finally got the bullet last year on all
my machines - its replacement DirectoryOpus although not cheap, is
brilliant and highly recommended. SystemSuite was replaced in 2009 by
Trend AV and I've never looked back.

I use PB, BBC Basic, VStudio 2008 Pro, IBM APL2, and some legacy IBM
VisualAge compilers - never had the problems that the Avanquest crap
inflicted into my work.

DUMP AVANQUEST - You know it makes sense.

[Ola Nordmann]

Post by n***@nowhere.com.invalid

Post by Olav

Post by WangoTango
And, did you take their advice?

If you refer to "We recommend avoiding its use until their errors are
corrected" ; then I will say that I don't need to contact support in order
to get such an idea.
Besides, I wasn't told that Avanquest had said they would correct the error.
Avanquest didn't even had knowledge about the error, at a time after PB
claims they was in contact with them.

Anyone using Avanquest software deserves all they get in my opinion.
Absolute shit products - I was a user for nearly 10 years until it
became more and more obvious that their release software was so full
of bugs it was virtually unuseable.
Their SystemSuite package was pretty much broken by Vista days, and
Powerdesk by Win7. PowerDesk finally got the bullet last year on all
my machines - its replacement DirectoryOpus although not cheap, is
brilliant and highly recommended. SystemSuite was replaced in 2009 by
Trend AV and I've never looked back.
I use PB, BBC Basic, VStudio 2008 Pro, IBM APL2, and some legacy IBM
VisualAge compilers - never had the problems that the Avanquest crap
inflicted into my work.
DUMP AVANQUEST - You know it makes sense.

Avanquest or not Avanquest is not the issue. The issue is that Powerbasic
support tell lies to customers, alternatively it is R&D (= Bob Zale) that
tell lies to Jeff Daniels.

And just a week ago Avanquest confirmed that they couldn't locate the person
that Powerbasic supposedly spoked to.
--
Olav