🚀 go-pugleaf

In <312405b8.1753480@nntp.ix.netcom.com> truth@justice.com (kevink) writes:
Normally, I don't respond to threads we are not involved in, but this message
contains some information I don't believe gives a true picture.

I'll start of explaining our position:
We are sorry that this person has a poor perception of our Company -
we believe that his criticims are totally unwarranted.  
- We believe that we provide the best WYSIWYG WinHelp authoring tool on the
market, at very competitive prices and we belive we provide excellent support
We are very concerned that this person is not satistified
with our support, but I would like to clear up some information which from our
perspective is not the case.

[Some details from satisified users of HWA removed]
>>>I myself use Help Writers Assistant from Olson Software in New Zealand
[...]

>>I also find HWA easier to use than ForeHelp.

>>
>This company is very unresponsive.  There have been several complaints
>about it in the WinHelp-L mailing list.  The U.S. company that
>distributes it though is very good.

There have been two complaints - one from a customer who hadn't actually
sent us any messages that needed a response, and one from yourself (note
you were complaining about our US Distributor - NOT US - we NEVER received
the email you claim you sent us, and we have since found out that they
called you and I believe they may also have faxed you)

>In addition, there are many undocumented limitations to Olsonsoft
>products like the HyperText suite, such as a limit of 32K bytes per
>topic.

This is not "undocumented" - only a minority of customers want to use > 32k
and we do indicate if you create a topic > 32k that this is the limit.  
We have no problems being honest about the limitations of our products.

>I would *stay away* unless you don't want support after the sale.

Since you haven't purchased a product, I'm not sure how you can say
this?

>There have been reports of e-mails and phone calls going unanswered
>for weeks.  

I am sorry, but this has never been reported to me or my staff.  You may
be talking about our US Distributor, who follow up on every call they get,
but of course as in a case like yours they are sometimes unable to get
hold of the customer.

>My personal experience has been similar to the reported
>complaints.  

We are concerned that you have this perception - you don't seem to give
any details of how this occurred.  We do have thousands of happy customers
around the world.

>The company was interested in my feedback while there was
>a potential sale, but when the project was put on hold due to
>priorities we got a *very* cold shoulder.

Your messages were responded to - you were asking for a free product 
and we are not in the business of providing free software.

>Like I said, though, the U.S. distributor is a different story --
>theyare good and have some good products of their own that are not
>made byOlsonsoft.

I'm sorry, but it appears to me (from the information provided in the
past and here by yourself, from our US Distributor and from my staff)
that neither our US Distributor or ourselves have done anything wrong.
According to our records your email was responded to very quickly, and
according to our US Distributor you were contacted very quickly by them.

I don't think that there is any point in a public slinging match - please
email concerns directly to me.

...Stefan

-- 
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   Olson Software Limited          Internet Mail: stefan@olsonsoft.co.nz
   Compuserve: 100352,1315         MSN:           olsonsoft
   Try out HWA/WinHelp - the visual and easy way to edit WinHelp files,
   HWA/HTML - the visual and easy way to create and manage Web sites
   or the HyperText Suite (HWA/WinHelp and HWA/HTML and much more!)!
   
   See http://nz.com/olson/ for more details or download an evaluation
   version from ftp://nz.com/olson/hwa21.zip
------------------------------------------------------------------------