I am one of the Many Poser users having problerms with release 8..

I have contacted Smith Micro three times..
Now,  here is the post I get..

I may be slightly off topic,  but the only responses I am getting from " SMITH MICRO "

Since it has been four business days since we wrote to you, we will consider your incident closed until we hear from you again about it. If you did not see the response, a copy of it can be found at the top of the Discussion Thread below.

If you need to update this incident with additional information, we suggest using the link below and updating it directly. Or if you wish, click REPLY and place your message between the prompts at the end of this email.

If, when replying, the prompts do not appear in the message, please copy the prompts referred to below, paste them into your MESSAGE REPLY and enter your reply between those prompts. Otherwise, we will not receive your message.

I think this is rather rude.  Especially since there has not been any solution offered..
Below is the last response from SM

I do not have any additional details at this time. It does appear this issue will be addressed in the Service Release, but I do not have a release date on the Service Release at this time.

John Csaky | Customer/Tech Support
Smith Micro Software, Inc. | www.smithmicro.com

Does any reasonable person expect someone to be satisfied that an issue is considered to be CLOSED just because a few days have gone by.?

The message system you are using is exactly the same as many beta software test message systems.

Its meant to faciliate work, and help manage developement.

The above responce means the issue has bneen resolved in the current version of the sr release they are working on, and they actually need to close the report.

When they are planning additional work, they look at open "tickets" and plan developement work based on that.

The idea of allowing customers into the actual development process is pretty unique to just a few developers. Newtek does the same thing.

What more do you want from them, other then knowing the issue you reported is going to be resolved in the service release? They cannot give you an exact release date, until all priority issues have been addressed.

There has been NO solution given or even offered,  just a comment that the problem MAY be addressed in SR1 ..

Why should I be satisfied that My problem will be fixed sometime in the future..  Then being told the issue is CLOSED after four days because I HAVE NOT CONTACTED THEM..?

I apologize. I think you are referiring to the Automated Response for incidents with no reply after four business days that indicates the incident will be marked solved. To clarify, the announcement for the Service Release will not come from Support, but through the Newsletter and the Automatic Update check in Poser itself. The Support System does not keep incidents open once the issue is reported to the Project Team. Once an issue has been confirmed and reported, it is considered closed, since notification of updates does not come through the Support Console. The notification sent by the system is just that, to let you know the incident will be closed. You can respond to it or you can Log In to the Support Console and reopen it at any time over the next 30 Days if you find you need to update the information or if you have a related question. If I am not correct about this being the response you found rude, please quote the the response you did find rude, I will forward your concerns and comments to the Management.

As stated previously, we are aware of the issue and it should be resolved with the upcoming Service Release. I do not have any available details on when that will be released. Again, I apologize for the confusion. Rest assured that the issue you contacted us about is being addressed by the Project Team for Poser.

Thanks

John Csaky | Customer/Tech Support
Smith Micro Software, Inc. | www.smithmicro.com

At least This is an adequate explanation..  Thank YOU smith Micro..

"It does appear this issue will be addressed in the Service Release."

That pretty much nmeans the issue is being addressed. It doesn't say "might" or "maybe" anywhere.

The system you are using is the exact same system us beta testers use with them.

They sent you a reply that the issue is being addressed in the service release. there is no benefit to thier developement to leave that ticket open. As they resolve an issue, they close the tickets, so they know what has been completed,and what is still outstanding.

Bitch at them if you don't like their developement system, the same one many many other 3d software companies use. Maybe it'll make you feel better, but I suspect the service release will make you feel better then ranting here or at them.

I explained how thier system works. Sorry if you dislike it.

I have still paid out MY money for a program that crashes when I try to apply a texture from My library..
Poser 8 is totally unusable on My machine..

My request for a refund has been ignored..

This action is something totally new for ME.   I have been using Poser since Poser 2  ...
and have Never had reason to complain..

This is the same messaging system we use with customers at work. If you update your ticket they will reopen it for X amount of Days/hours. Our System is set to "closed" tickets in 10 days (not business days) if we don't get a response from the customer, it does not close the ticket until we actually have the problem solved, it just moves it to  another  ticket queue, like for Service Releases or System updates.

I get the same thing with my hosting company. I never let them close a ticket till I am happy with the results.