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Ken, thanks for the update. I think your monitoring of the list and improving
the lines of communication is a worthy goal. For all the moaning we see here
(including my own) about technical support, all in all you have an excellent
team with several extremely bright, devoted and persistent support reps.
Just so this isn't a complete love-fest, what was your decision on fees and
shipping costs for maintenance releases? You will recall that there were
strong feelings expressed that for Equis to charge its users for bug-fixes was
an insult.
----- Original Message -----
From: "PD Manager" <pdmanager@xxxxxxxxxxxxxxxxx>
To: <metastock@xxxxxxxxxxxxx>
Sent: Friday, July 07, 2000 8:25 AM
Subject: RE: Where in blazes is 7.02 ????
> The final release build of 7.02 for MetaStock was completed on June 28th.
> The final release build of 7.02 for MetaStock Professional was completed on
> July 3rd.
>
> The master CDs for both of these programs have been given to our order
> fulfillment department and they are currently undergoing duplication. I
> would expect the CDs to be available within 2-3 weeks.
>
> I would like to take this opportunity to thank everyone for their patience
> while waiting for this release.
>
> I would also like to address the quality issue with some of our most recent
> releases of MetaStock. After the release of 6.52 and subsequent versions,
> we recognized that we had a quality problem with our software. The long
> delay for version 7.02 was a direct result of our focus on trying to improve
> the overall quality of MetaStock.
>
> Does this mean that we have fixed everything or that users will not
> encounter problems with 7.02? Not likely. With software of the magnitude
> of MetaStock, it is impossible to promise that all problems have been fixed
> or even identified. I can promise that we fixed numerous problems with
> MetaStock. Most of these were reported by customers. Many of them were
> identified and fixed through an increased effort of internal testing. All
> of this increased focus on quality has taken additional time. We delayed
> the release of 7.02 many times over the last several weeks because we wanted
> to make sure we felt good about it. No, it won't be perfect but I can
> promise that it will be better.
>
> Although this is my first posting to the list, I have been lurking on this
> list for many months. I want everyone to know that I do read your postings
> and I do feel and understand your frustrations. I am in awe of the passion
> that our users have for the analysis they are doing. With that passion
> comes the frustration that MetaStock doesn't always do exactly what an
> individual user requires. It may be caused by a design issue or it may be
> caused by an outright bug. I have also come to realize that the passion of
> our users makes it even more impossible to make everyone happy. We are
> trying to develop and maintain software that works well for everyone. This
> means that it most likely will not be perfect for everyone. There is no
> shortage of analysis techniques and methods among the users of MetaStock.
> Each user is very passionate and convinced about their own methods. If you
> don't believe that, just look at the contents of this list over the last
> several months. We constantly agonize over how we can make MetaStock a
> good, solid, overall solution for everyone, from the novice investor to the
> professional. It is an ongoing work in progress. It is also no easy task
> but we are trying to meet the challenge head on.
>
> I will continue to monitor this list, and I will make an occasional
> contribution. In return, all I ask is that the members of this list
> continue to be patient with us. We do not enjoy frustrating our users any
> more than they enjoy being frustrated. Hopefully, those times are rare and
> isolated. I admit that MetaStock is not perfect software and my development
> team and I have made mistakes in design and implementation. We will almost
> certainly make mistakes in the future that will frustrate our users. We do
> not find this acceptable, but if we admit to ourselves that we are not
> perfect, we are better able to always improve.
>
> If in the future we are delayed with releases of our products, please be
> patient. I will promise to end some of the overwhelming silence to the
> question of "where is the next release you promised". Please be prepared to
> get answers similar to "It just isn't ready yet" or "We are having problems
> and you wouldn't want it in it's current condition."
>
> In closing I would like to clarify my purpose for monitoring and posting to
> this list. I monitor it to keep in touch with our users and how they use
> our software. I also monitor it to keep in touch with the problems they are
> having with our software. I will admit that it isn't always easy to read
> the criticism of the software that my team and I have helped develop. My
> team and I, however, are not above taking criticism and we DO take it
> seriously.
>
> Recently, I have decided to make occasional postings when I can clear up
> some misunderstandings or when I can contribute some meaningful information.
> I do not plan on using this as a forum to defend Equis against criticism.
>
> Please be aware that I cannot provide technical support for our products.
> The Equis Product Support team is much more capable of providing quality
> support and troubleshooting than I. I am also not a good person to contact
> to campaign for a feature addition or a design change. No single person
> within Equis decides the feature set of our software or it's overall design.
> The Product Development team is responsible for the creation and maintenance
> of the product as designed by the design group within Equis. I am not a
> good person to ask for information regarding upgrade policy or pricing.
>
> This does NOT mean that I am not willing to contribute meaningful
> information where I can.
>
> Thank you again for your patience and understanding.
>
> Ken Hunt
> Programming Manager
> Equis International
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