Quality of support?

Comments

5 comments

  • Avatar
    Jason Beens

     

     

    Hi Aaron,

    We have had excellent support from the staff at Rowley, and through the forums the user community.  I have found that the quality of answer we receive depends primarily upon the quality of question that we present.  When we have taken the time to clearly describe the symptoms of our problems, and the situations which have caused the problem to manifest, then we receive clear and concise answers.  Text based support requires effort on both sides of the question, and I personally have found that the exercise of describing the problem in text form has brought to light assumptions or oversights I made which caused the actual problem. 

    Perhaps you should revisit the questions and see if there is information that may be lacking, incorrect, or ambiguous.  If it is possible to provide examples of the problem or offending feature, then present that information as well.

    Good luck,

    Jason

    0
    Comment actions Permalink
  • Avatar
    Darcy Williams

    That couldn't have been said any better.  I've been using this product for more than three years now and have received great support since purchase.  My workmates have all had positive experiences and have often commented about how active the support/development team are on the various forums they help out on.

    0
    Comment actions Permalink
  • Avatar
    Paul Curtis

    All your issues are currently "assigned" which means that they are being taken under consideration.  They have not been ignored.  Indeed, one is assigned to me.  When we release something hat fixes that particular issue, the ticket will have a response and be closed.  Your other item is assiged to Michael about the IDE crash, but it doesn't mention OS it happens on or the particular JTAG adapter you're using.  Or which version of CrossWorks.  If we can't replicate something, we can't fix it, and more importantly, we can't verify that we've fixed it.

    I know that Michael is working in the debugger on breakpoints at the moment, hence you will probably find that it if we can fix it then it will be fixed.  Also note that some breakpoint IDE AVs have been fixed in recent versions of CrossWorks.

    0
    Comment actions Permalink
  • Avatar
    Michael Johnson

    I couldn't reproduce the problem you reported - as Paul mentioned I'm working on the breakpoints at the moment to understand where crashes can occur when the target connection fails.

    I managed to find this data on closed tickets from you - apologies for the html.

     

    Regards

    Michael

     

     

     

     

     

     

     

     

     

     

     

    What does the yellow exclamation mark next to source lines mean? Aaron Lawrence Dec 22, 2009 Dec 27, 2009 Michael Johnson
    Codelines not allowing breakpoints Aaron Lawrence Jan 05 Jan 12 Michael Johnson
    JTAG reset times Aaron Lawrence Jan 20 Feb 04 Paul Curtis
    Debug terminal grabs focus Aaron Lawrence Feb 08 Feb 14 Paul Curtis
    Configurations inheritance Aaron Lawrence Dec 22, 2009 Jan 09 Michael Johnson

     

    0
    Comment actions Permalink
  • Avatar
    Aaron Lawrence

    OK, thanks all for your input. So it's just me and/or my bugs :)

    Michael, Paul, thanks for your feedback. I think a one-liner in the issues saying "OK we understand and are investigating" would go a long way (or of course "we can't reproduce this, can you try x, y, z").

    Sorry, I'm just hyper-sensitive to non-response from suppliers because I had a bad experience with NXP recently.

    0
    Comment actions Permalink

Please sign in to leave a comment.