Digital Workshop

I'm obviously sorry if you have experienced reduced quality of support. Let me know the particulars of our failings and I'll investigate.

For the record, only Robin Garret has left the support function. We all miss him. He was one of the good guys and often went way beyond the call of duty in helping customers out. But frankly the reason he could do that was because he had much less to do after Jasc placed technical support for Paint Shop Pro elsewhere. The reputation we gained for support predates the expansion we underwent with the success of paint Shop Pro I don't think we're any different now to those original days of Illuminatus.

The support function is really just an interface and filter for the development team who are the ultimate providers of support ...and were even when Robin was your friendly user interface to them . We get very, very few technical support calls about Opus and almost none are trivial or the user error of the kind usually handled by support "front end". You now get the benefit of the direct intervention of the developers and we get the benefit that we avoid any possible miscommunication between support calls and development fixes.

But as I said, let me know the specific instances of failure and I'll investigate. We remain committed to providing the highest possible levels of support for our products but we're also meant to be a commercial operation and sometimes that means making changes. But if we've got it wrong, let us know and we'll always take your complaints seriously.

Paul Harris

In support of RickB, I frequent the Techsmith Forums (Camtasia, Snagit, et al) and have found his presence and assistance to all and sundry a great help, particularly as Techsmith Support have recently taken a step back in their presence and assistance on those forums, and only make an occasional appearance.

At one time, the company support was second to none through their forums, (rather like DW is currently) and had someone like RickB not stepped in (I don't know whether or not in an official Techsmith-sanctioned capacity) when they withdrew a lot of their assistance, a large number of users would still have a lot of unanswered questions.

I am not sure what has been going on vis-a-vis his involvement with DW, but I'm sure Rick's interests are for the common good as well as his own.

From what I see on the Techsmith forum he was luring users away to sign up on his forum before help was given. According to Techsmith he does not work or represent them in any manner.

He has also made attempts to represent himself as working for several other companies which he does not. Rick has received free software from many companies and free help from people in setting up sites which were for eventual personal benefit. Glad you like his help and you guys can continue your friendship.

Personally I can't stand how some people take over situations for what is obviously their own benefit only. It's like the person who gives to charity or helps out in a community function and then tells everyone endlessly how great they are for doing it.

It may seem like I am on a crusade which I will admit I am. I have had to help several people recover from being 'TAKEN' by such con-artists who get time, money, and free help in just such a way. A radio station I worked for was taken in a similar way and it ended up destroying a relationship between the artist, the record company, and the radio station. A person representing himself as being on our staff was getting freebies and friends into concerts by his misrepresentations to the record company abount being on our staff. We thought he was just hanging around and helping at events but he was strong arming the artist behind our backs in our name. This is a very similar situation.

END

Hi Evereddie,

You speak as you are an authority on this matter when you know very little. You seem to see the worst in people. You have seemingly taken time to research the kind of guy I am. Your findings are unfounded and fraudulent. This is all too convenient to do this badgering as a person who uses a pseudo name. On the contrary, I use my real name and often sign the posting with either Rick or Rick Blanc. You know my web address, email address and my affiliations - at least now with DW and Techsmith Corporation - yet do I, or does anyone else know anything about you - but what you say you are an engineer and work out of NC.

You have nothing to lose, you have cloaked youself carefully behind a private messaging system- yeah, that is a demonstration of real confidence and roots within a community. Show yourself as I do. It is a natural question to ask, "Who is doing the poking and does the accusations hold water?

My staff and I have put a lot of effort in creating the eip / Camtasia site - it is free and there are no ads. Yet you find a sort of perverse perspective with this project. Nothing is right and there is always seems to be a dark side in describing who I am and what I do. I do not take this personally the fact that you decide to look at life this way - but I will defend my reputation and the reputation of the organization I work for.

If you willing to walk the walk - then give this audience and me the facts that gives credibility to your claim. And stop hiding behind Evereddie. You have nothing constructive to say. Unfortunately, you sound like a damaged individual. Making wide and sweeping statements is purely not being responsible to this community and yourself. You cheapen yourself by carrying on this way. To attack a person like you have done here is possibly a symtom of something else and has little to do with me or the topic of this thread.

Just read your postings here, they have a very cynical undertone - it really speaks more about you than even the topic of this tread.

I would think an apology would be appropriate. I would like very much to delete this particular posting. Your post and this post has little to do with the main topic.

Rick Blanc

Hi Rick,
There are no winners in this thread -- most responses are from those who feel (rightly or wrongly) you are slighting one of their favourite products.
Whenever you start threads like this -- on any forum -- there is always a very good chance they will go off topic.
Sometimes it is best just to let threads like this die a natural death.

cheers
Paul

Thank you Paul - but this is my last stand on this topic. My director had me to set the record straight.

If I am sounding like I am bashing a product or the users I apologize to all. I am not bashing - just giving the heads up on what happen to the project. It is great to see loyalty - but we are not talking about the product - the core is that there are no responses from the DW on issue concerning the show and a particular matter on the Flex playing movies when it is not suppose to play them.

The reason I brought Opus to our board as a candidate is because it is a great product and the forum is helpful. Never-the-less, it breaks using the Camtasia files and there is no replies from the DW staff on several occasions.

Best regards,

Rick

Hi guys
Could you please chill out! This is getting beyond the scope of this forum so please if you want to continue with this, do it in private.
I have no interest in this matter so please let it die.
German