Attached Link: http://www.renderosity.com/mod/forumpro/showthread.php?thread_id=2686791

I messed up... vue has a new setting I never saw before...all I needed was help but e-on tech guy wanted me to GIVE THEM all my purchased products in my pz3 in a zip so they could figure out the problem?!??! They go nutty with copyright stuff, which is okay...I understand ....but then they ask me to GIVE THEM my products I bought at DAZ, etc?!?!

I am staying OUT of vue 6...pretend it is not there...and if they never fix how it blurs out the texture details or speed up the resource leak (really, i read that post too)... well then it's my loss, and lesson learned.

sorry... I suppose you all will get mad at me but I just had to SAY something...while admiting my own mistake in trying to fix vue...that I had simply unchecked a box...

HEAVY SIGH.

Funny, I was not aware of this specific problem, but have my own experience with support from eon. I hate it and I am very frustrated, they seem to get nothing at all right and insult the customers. Do not understand why they do that!

I have to agree with what a lot of you have said is so true.  Sad but true and yes I have been through the same.    I will do different and try and use the software because if we don't and keep reporting bugs even though we get  disgusted with how you were treated we will never get them out so we can use it as past versions of Vue. :)

The copy protction and wanting so many serials is just plain wrong as I see for loyal customers.  Shackles and chains are no different.

Have to agree with Lyne and Iloco on this.  If you actually get a phone call from an E-on rep then you get quality service but before that you do indeed get a runaround.

I won't ever again buy a downloaded version from them as it has been nothing but a hassle.  Probably most of it is me but I am not a technician.  Why is it I can go to Daz and asked for any of my purchased items to be reset so I can download again yet at E-on it is like trying to enter the mint.

A BIG improvement in customer service would be beneficial to both sides.

:)

Havent yet had any contact with the tech support, but its sad to see old-school members like Lyne getting disappointed. I really have much respect for Lyne.

I hope its just kinda temporary problem, after all its still a pre-release version and i can understand that they try to keep their technicans out of such cases to make sure they can concentrate on the newer versions/updates.

Why they want the pz3 files i can only guess. Maybe its a problem with importing these into vue, then i can understand that they want to have them so they can reproduce the error. Its most often essential to reproduce an error to be able to understand what causes it. As I am a programmer myself, i know that you often rely on such stuff, just getting info like "it dun work" is useless for troubleshooting.

I can just hope that in future updates like Vue 6.10 or so it will be "near perfect" which it yet obviously isnt.

Here i am again, reporting the opposite experience - since mine seems so different.

Never had any problems with e-on support. I've reported many problems to them via the standard support ticket system, since version 4. Have also requested future features, some of which later appeared in the product (not that i was the only one making those request of course).

Never been treated by e-on in less than a civil way. In fact always in a friendly way. Worst problem i had was waiting 24 hours for an email response one time - all the rest were less than 12 hours.

I don't have a problem with sending a problem scene, sample object, material or such to e-on so that they can try to replicate my problem on their own systems. That's an industry "best practice" and they hardly hardly alone in using it. Much more likely they can find the problem by working with your actual scene and objects than by guessing what it might be. I see it as a case of testing Vs guessing - experienced and educated guesses for sure, but still guesses.

That's just my own experience. I'm not claiming anyone else has the same as me or is misrepresenting what happened to them.  

I have had my problems with e-on and vue, but it is normal with this company, so I don't mind. Most of my problems that I have reported were denied and later fixed with updates. As to giving e-on copyrighted objects I am pretty sure that is normal procedure for reproducing bugs. It is what it is and I accept it. As for the download. I think it is great and will do it again. :) Lyne, I think soon everything will be alright and there is no reason to pretend vue 6 does not exist. It is a great program. Afterall, how can vue fail when we have Iloco as our champion.

I have to agree, asking for the files for debugging is hardly a demonic or strange practice. So they're copywritten, so what? That only applies if they're going to do something with them besides use them to fix your problem. I'd think the fact that they were willing to go through the trouble of replicating your problem would be a good thing. I've never had a bad experience with e-on tech support, and I've contacted them a couple of times. I understand being frustrated, but I think you're over-reacting just a tad...

Just in case it might make you feel any better Lyne, i just posted a Vue 6i scene made with your beautiful swans...

http://www.renderosity.com/mod/gallery/index.php?image_id=1392746

I'm with Jim. I've had very good experiences with Vue tech support, but then I'm not a big Poser user, and it does appear most problems I read about have to do with Poser.

Also like Jim, I too enjoy your products Lyne. You are certainly very talented.

While sending copyrighted material may seem a breach of sorts, I imagine it's necessary in order to fix problems. I suppose the same is true if you send your iPod to Apple for repairs.

best,
Chipp

Well I still did not feel good about sending them files...also thought instead of a POSER file, it should be the vue 6 file so they can see all my settings etc... as it turned out to be ONLY having a box unchecked: 
trace transparencies!

But have still decided to hold my tongue further on 6, let it sit there and wait for nice good updates...and USE my fantasticly running vue 5 from here on....try for my life lesson: PATIENTS! :))

Thanks.

LYNE: **IMPORTANT!

I feel such a bloody dork!
**I had big transmap issues with Poser stuff as well and just worked out the issue, which should have been obvious to me!
I just increased the "Max trace level" to "10" (although this does depend on the transparencies used within a scene) within the Sub-ray options and it sorted my Poser transmap problems out.

So, sorry to E-on for my complaining about this issue - I have now connected my brain to it's common sense module!

While actually my situation was almost as silly-no more silly!  I had unchecked the box: trace transparencies.  So of course no transparencies would be traced.  My only defense is who ever heard of to having this as an option.  There are so many new menu options to this program it's mind boggling!

IMO customer service needs an upgrade, you can have a great product but if your support is lacking it will affect the consumers overall experience and subsequent satisfaction no matter how good that product may actually be.  I have had my ups and downs but if you get through to a live person you will get help.  It just should not be that hard to contact live help though.

I love Vue,

 But I have to agree their communication TO the user can NOT be worse.

 I decided to purchase the Botanica plugin. The transaction screen told me that the Plugin could not be downloaded and gave me a ship date.

What was I to think? A ship date...can't be downloaded.

I waited...patiently for almost five weeks before I dropped an email to support.

All I had to do it seems was dig out my installation disk...look in the modules folder,,,run the proper modules program and plug in the serial number.

SIMPLE?

Well yes....**but why wasnt I told that from the git go instead of "Cannot be downloaded....item shipped"????
**

I'm just wondering if support has been sacrificed to a degree for the normal users, so that studio's can have a more one to one support option? I know for a fact studio's wouldn't stand for some of the support that the "normal" user sometimes has to experience.

All, I can say - I hope E-on haven't done that. Some of us perceived "normal" users wield a bigger influence than what may be perceived.

As a side note, many companies (including E-on) would do well just to pop into the Luxology site and experience fantastic support. The whole development team are like a part of the community and are always part of the forums...in fact it feels like a family. It gives the paying customer the sense that the company are passionate about what they are doing and actually care and it's not just a 9 to 5 job. I'm not saying E-on don't care or they are not passionate about what they do (I'm sure Mr Phelps is passionate about his baby), but it does feel that sometimes you pay your money and are just left to get on with it. There is no sense of passion from E-on...and passion always needs a personal touch.
Vue 6 may be a new dawn, but I would love to know which part is.

Cheers

Quote - I love Vue,

 But I have to agree their communication TO the user can NOT be worse.

 I decided to purchase the Botanica plugin. The transaction screen told me that the Plugin could not be downloaded and gave me a ship date.

What was I to think? A ship date...can't be downloaded.

I waited...patiently for almost five weeks before I dropped an email to support.

All I had to do it seems was dig out my installation disk...look in the modules folder,,,run the proper modules program and plug in the serial number.

SIMPLE?

Well yes....**but why wasnt I told that from the git go instead of "Cannot be downloaded....item shipped"????
**

Ha! I had exactly the same problem, but it only took me some hours browsing Eon FAQs  and stuff until i realized "they were already there". Would be nice if they would have put a sentence like "You find the modules on your vue installation CD" in the email with the serials.