>>1. There seems to be only one support staff answering questions, i.e Adam
We are addding two more support staffs into this support team.
>>2. No disrepect but Adam does not seem to know very much about the technical aspects of the product
Cute Editor is a big project. If you have any questions about core editor funtions, I can answer most of them because I am one of the developers of this project.
However if you have questions related to Online Image Editor, PDF converter, RTF converter, XHTML conversion, I do need help from other developers.
>> Issues are not dealt with in a thorough manner, normal process involves (again in my experience)
a. Ignore the question for as long as possible
b. Reply with the barest of answers which usually involves asking a non important question
c. Hold off on answering the reply until the questioner asks for an answer
d. Supply another answer that has already been tried before and has already failed before
e. If solution cannot be found then don't bother answering anymore.
No true. I am doing my best to answer your questions.
>>If you cannot resolve an issue you should just say so, it leaves a much worse impression on the client to ignore them. I supply product support to my clients continually, if I acted in the same manner as the cute editor product support does, I would lose contracts.
When you report a new issue, the first step we are trying to do is reproducing it in our online demo. If we cann't reproduct it, we will suggest you try our online demo. Then tell us the steps showing the problems.
I am doing my best to help our clients. However I know this RTF converter is not perfect. This version (
http://richtextbox.com/test/pdf/demo.aspx) also have some bugs. I understand your frustration.
Right now we are developing a new RTF converter. Hope we can resolve all related problems with this new version.
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