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Alpha Software has given up on their customers

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    Alpha Software has given up on their customers

    I have been a customer of Alpha Software since Alpha4V2. I now am running Alpha4V7. I also have had Alpha5V? in my system and I can't work with it.

    It use to be that when you bought a new system or even an upgrade you were able to talk to Alpha people without paying $2.00 a minute to resolve problems that are really a lack of proper testing and programming. Further many times I paid the $2.00 per minute and they had no resolve for my problem with their own program, yet I was still charged to talk to them. As a result we are forced to using Forums such as this where we,as users, are forced to correct their problems with trial and error methods. I think it stinks.

    I am not a programmer, at least I never called myself one. I wrote my last program for the mainframes back in 1965. I ran an instalation for over 10 years before I left, so I have a bit of expertise with working with software houses.

    I am now in the process of looking into software for my church to replave Alpha4. that's too bad because Alpha4 has a lot going for them except SERVICE.


    #2
    RE: Alpha Software has given up on their customers

    Anthony,

    A lot of things 'used to be'. The days of free tech support for software applications are long gone.

    Unless you are willing to settle for the expense and inflexibility of a canned package for your church, I venture to say that you'll be back after you survey the alternatives.

    I think this message board is an exceptional service to the users, and is head and shoulders above the offerings of Alpha's competitors.

    -- tom cone

    Comment


      #3
      RE: Alpha Software has given up on their customers

      I don't want to sound rude however, if we, the users, accept poor service and get away with it. We deserve what we get. I don't mind paying for somethin as long as I get what I pay for. In my case I paid for five ir six minutes time, provideded the tech person with more data than he had on the problem yet he did not get me going. I still paid. Where I come from, that is not moral. Your turn.

      I agree with you, I have been looking for a replacement program that I wrote 12 years ago and, haven't been able to find one that comes close.

      Comment


        #4
        RE: Alpha Software has given up on their customers

        If I felt I had been overcharged, or charged for something that did not help, I, too, would be upset. I might even go so far as to write to customer support and ask for an adjustment on the charge, explaining the circumstances and reasoning as objectively as I could manage. This could lead to improvements in tech support, even if you don't get any of your money back.

        I haven't reviewed the Alpha Software tech support charge policies in a long time. Many companies have a per call minimum. In my opinion there should be no charge for bug fixes, or for helping customers with work arounds for existing bugs. On the other hand, if the customer is attempting something which the product was not designed to do, and tech support spends time trying to understand the problem and still can't suggest a solution, I think a charge would be warranted. I'm not suggesting that either situation applies to you, just that each situation should be evaluated individually.

        -- tom

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          #5
          RE: Alpha Software has given up on their customers

          Hi Anthony,

          Before I'd pay 5 cents p/min to anyone's tech support, I'd be posting on the message board. That's not because I believe any of Alpha's techs are inferior, it's simply an economics issue. Besides, I'm not so sure their tech support is all that up on v2 or v3, given the nature of it's age. I doubt you can find Access techs that support v95 or perhaps even v97. It's just too old and I doubt you'd get by with $2 per minute.

          I noticed you didn't know what version you have so I checked the message boards and only found your name twice, on version 2 & 3 board, 9/13/00 and 9/14/00. Why did you wait over 1 1/2 years to complain? Have you recently used their support and if so, why didn't you post on the board?

          I sympathize with you but only to a small degree. I personally know that Alpha's staff goes beyond what's needed to satisfy a customer. Had you really utilized the available help on the message board, you probably would not have needed Alpha. The best tech support for A5 are those who use the product, day in and day out. I encourage you to purchase v4.5. However, if you don't, you need to do yourself a huge favor and purchase v5. There really won't be a need for Alpha's tech support.

          kenn

          PS - There are always two sides to every story.

          TYVM :) kenn

          Knowing what you can achieve will not become reality until you imagine and explore.

          Comment


            #6
            RE: Alpha Software has given up on their customers

            Hi Anthony,

            I've got to echo the above. I've never seen a software company respond to customer needs like Alpha. At the weekend conference several suggestions were made for additions or changes to A5V5. Selwyn's response was to make a note and respond that he would add the feature. In fact, I watched him taking notes the whole time he was there.

            I think there's a great difference between supporting a database program and teaching database programming. I don't think anyone can teach database programming; it's something that is learned, not taught. On the other hand, it's quite easy to teach the features and power of a program. It's tying those features together into a program that is another matter.

            Grab A5V4.5 and give it a go. Post questions on the board and answers will follow. Upgrade to V5 when it comes out and keep programming.

            Ohlen

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              #7
              RE: Alpha Software has given up on their customers

              I have Alpha4V6 and Alpha4V7 on my machine now. I also have Alpha5V?. I have a problem using my printers with V7 and keep my V6 for that. I just don't have the time, I am a retired person doing volunteer work on my computer, to mess with it now. I just think that Alpha Software put out a piece of Software that just has not been fully tested. further you just can't get to talk to anyone from Alpha Software that I know of. Can You?

              Comment


                #8
                RE: Alpha Software has given up on their customers

                Anthony,

                What, exactly is your problem?

                kenn
                TYVM :) kenn

                Knowing what you can achieve will not become reality until you imagine and explore.

                Comment


                  #9
                  RE: Alpha Software has given up on their customers

                  To start with When I use my Panasonic KXP 1124 Pin-mode printer under V7 I don't have a chance to align my labels because It doesn't give me a choice if I want to print a test label. the same holds true with my Hewlett Packard 4100N Laser Printer. In order to do some work that requires a close tolerance I need to run under V6. when I get my new machine later this year I won't be able to use V6 under windows 2000 or XP.

                  Isn't it too bad when a person upgrades and looses something non-technical in the software like an alignment piece? I have encountered other problems that I can't go into now because of my timetable. Further at my age I am begining to forget what I ate for breakfast let alone what I did wrong or happened last week. I appreciate the help and efforts you people are trying to give me. When I encounter them again I will surely ask. I still have that V6 crutch. I know I must face the problem sometime.

                  Comment


                    #10
                    RE: Alpha Software has given up on their customers

                    Anthony,

                    **To start with When I use my Panasonic KXP 1124 Pin-mode printer under V7 I don't have a chance to align my labels because It doesn't give me a choice if I want to print a test label. the same holds true with my Hewlett Packard 4100N Laser Printer. **

                    This sounds like a printer driver problem. I think Alpha did wonders to come out with v7. However, they're "making do" so that A4 users can keep running on newer operating systems. It's not really Alpha's fault but rather new technology. Microsoft is slowly causing DOS to die and I suspect the time will come when no DOS apps will run on new operating systems.

                    **when I get my new machine later this year I won't be able to use V6 under windows 2000 or XP. **

                    What better reason is there than to upgrade to v4.5 or v5?

                    **Isn't it too bad when a person upgrades and looses something non-technical in the software like
                    an alignment piece?**

                    You didn't loose anything in the software but rather it's old technology. Selwyn said at the
                    conference that, "Alpha 5 is their future". Could be wrong, but I really doubt they will support A4 beyond v7. If I were a betting man, I�d put money on it. A5v5 is simply easier to use and much more powerful than A4. After seeing the demonsrations, THERE IS NO WAY I'D TAKE A4 OVER A5V5 and I have been an A4 user. Think of it as flying the most sophisticated fighter plane with the ease of a small Piper Cub but you've got the jet engine under the hood.

                    **at my age I am begining to forget what I ate for breakfast let alone what I did wrong or happened last week.** Welcome to my club!!

                    **I know I must face the problem sometime. **

                    YUP!! No better time than the present to jump into v4.5 and then v5.

                    In the mean time, search the message board and if you can't find an answer, post a request for help for label allignment.

                    kenn
                    TYVM :) kenn

                    Knowing what you can achieve will not become reality until you imagine and explore.

                    Comment


                      #11
                      RE: Alpha Software has given up on their customers

                      Anthony:

                      I use Version 7 to print labels on two different printers, one of which is the KXP 1624. This printer is a wide carridge model of the KXP 1124.

                      Configure the printer as a DOS printer and it will behave like any DOS printer and privide you the opportunity to print a test prior to printing a batch of labels. I will only use the Windows printer when I am forced to because I still have a "creep" problem to work out on my laser printer.

                      Hope this helps.

                      Al Palmer

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