Having the main developer of, in your own words, "the core piece of technology inside of our successful commercial product that is running in over 25,000 enterprises worldwide" supporting the forum was just crazy. I am glad the company finally realized this situation could not continue any longer and it will be solved soon.
Now my questions:
This engineer you will be hiring, is going to do something else than just replying "we will look into this" when it comes to problem reports (programs not running fine under Sandboxie)?
You know I have been voicing a lack of support. As I wrote in the mail I sent to support, monami described it perfectly:
http://forums.sandboxie.com/phpBB3/view ... 61#p106361
Will there be real solutions (fixes) to problems and this new engineer will help Curt to solve them or we will continue with a policy of "we fix things based on a priority basis"?monami wrote:I am an old timer here as well though I do not post very often, however, I do visit the forum almost every day to keep up with what is going on with Sandboxie. As a mostly passive onlooker I too can clearly see the reduction in support/problem solving by the new administration. It was much better when Ronen was running the company! My intention is not to deride Sandboxie, the new adminstration, or any of its users/forum members. My intent is to hopefully spur on the new administration to take a more active role in the forums and hopefully take a proactive approach to problem solving instead of just reactive which is currently poor to say the least! I have stopped reporting any problems I run into because of what I see in the forums and that is they are either not addressed at all or have typical responses like the following:
1. Don't run/use/install this or that
2. Run/use/install this or that instead
3. Hardly anyone uses this or that
4. Sandboxie runs this or that just fine on my system
5. People don't realize how much development time is required to fix this or that (sorry this is what you are paid for...In my working career as an engineer I would have loved to have been able to go to my manager and say that is to much work so I am not going to bother doing it...my butt would have been out the door so fast)
There is more but you get the idea...more exuses then real solutions!
This priority based method of support has made that on last and a half year, more or less, almost no problems non related to web browsers or security problems, like print spooler, have been fixed.
When Ronen was running the product, he was able to fix security problems, web browser problems and all kind of problems related to programs, big or small. Now that Sandboxie is being run by a company, we are said Sandboxie can not support small programs and a problem priority scheme must be stablished.
I am sorry if I insist, but this is like having the main developer as forum supporter, I simply can not understand how this is possible!
Before one person was able to do everything, and now an entire company can not? How comes that?
Do you see any sense to that? Because I do not.
So I would like to know if this new person will debug and will do research to attend compatibility problems/problem reports so the support can be again what it used to be.
Other question: What do you think about the "Pain in the neck" title? Do you consider the forum admin can do bullying to a customer which is demanding his rights as customer?
Imagine you buy a car and after a while it starts to give problems so you go to where you bought it as ask to get it fixed. You are ignored so you insist. What would you think if the company creates a banner with your face and a "Pain in the neck" behind?