replacement for wrong trials

[David McFarlane]

Marina,

At 6/10/2010 10:45 PM Thursday, you wrote:
>I'm aware of the PST web support, but I've been in contact with them 
>to get the
>technical manual of the SRBox, and it took almost a month to get it.

You don't say.  This is exactly the sort of issue that started me on 
a feud with PST in October of last year (2009).  I complained to good 
old Cindy Carper at Web Support (request #18444, if anyone wants the 
reference) that they removed documentation for the SRBox from the 
Getting Started Guide for EP2, which as a result would increase my 
work load as a conscientious, unrecognized, unpaid, but de facto 
member of the PST support team.  Here is her reply in full [note that 
"forum" there refers to the PST Forum, not the Google Group]:

/======================
 From Cindy Carper on 10/16/2009 4:52:00 PM
David,

Please note that the PST Web Support site is PST's primary means of 
support for E-Prime users. Users who are requesting support should 
post their questions to the support site in order to communicate with 
PST technical consultants, as we do not follow the same guidelines 
for responding to forum posts as we do for the support site (e.g., 
24-48 hour response times, responding to all requests, etc.). The 
forum was created to allow users to share information with each 
other, not as the primary means for getting support from PST 
representatives. As such, when purchasing E-Prime, users are 
instructed to contact the support site first with any questions they may have.

If users have questions about setting up an experiment to use the 
SRBox, our technical consultants will either provide the 1.x 
documentation as a reference (until the v2.0 documentation is 
finished), or provide step-by-step instructions and/or samples that 
will illustrate how to add the SRBox to the experiment. Since the 
time the SRBox Tutorial was removed from the Getting Started Guide, 
we have not had any support requests asking for SRBox documentation 
because the user was not able to locate the information on his own. 
Note, also, that when users purchase the SRBox, our Sales department 
directs them to the SRBox page of our website, which includes 
information on the SRBox and the SRBox Utilities experiment for reference.

If you are finding that there are many users on the forum who are 
asking these types of questions about the SRBox, and you would like 
to respond to them, you can certainly suggest that they contact PST 
Web Support to speak with one of our technical consultants, as we are 
always happy to answer any questions our users have about either 
version of E-Prime.

I hope this helps clarify things a bit. Let me know if you have any 
further questions.

Sincerely,
Cindy
\======================


PST makes a great product, but they run a lousy company.

-- David McFarlane, Professional Faultfinder
"For a successful technology, reality must take precedence over 
public relations, for nature cannot be fooled."  (Richard Feynman, 
Nobel prize-winning physicist)

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