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Forum behavior

Brian Gudauskas
Guys, I’ve been watching with interest and quietly for some time since I was alerted to some recent issues.

Since then I’ve seen many people helping, and being constructive, thank you, you know who you are.

However I’ve seen a small minority posting:

1. Pornography and NSFW posts
2. Admin – baiting
3. Rants, with no purpose other than to incite
4. Ridicule bordering on bullying

Are we going to let a couple of people ruin this for everyone? We put this forum here for us all to discuss the software, to help each other, not for a few people to commandeer for the personal entertainment. There are other places to put NSFW posts and rants, we should be professional on this forum.

We have to protect new users from abuse. We have to enforce the rules for everyone. Criticism is allowed and encouraged (prefer constructive criticism), but flagrant violation of the rules, and bullying of anyone cannot be tolerated. I have been a staunch defender of our open forum for years. Other OEM forums are closed, or non-existent, what does that say about the freedom that is offered here? Let’s respect our privileges or risk them being taken away.

If you want to respond to my plea for professionalism with some remarks about how the software has let you down, has personally screwed you out of house and home, mugged you and your brother, whatever, please don’t. The forum is for discussion, not for logging bugs. If you feel so strongly about the software (which is good), please try to actually do something constructive about the issue through official channels. Here is how.

1. First contact technical support, and report the problem. 800-343-7933. This works, I have followed many customers through the system. YES, I believe like all technical support that it is far from perfect, but at least start here so you can get your call logged and have something to whine to me about. If you don’t like to call, use this form: http://hexagonmetrology.us/contact-us.
2. If you do not receive the timely response you desire, call your sales representative. They will help.
3. If all these fail for a specific issue you have, PM me telling me what happened in technical support, who your sales rep is, and if you entered a contact request. I will follow up with each and make sure the system is working for you and for everyone. Allow me time, I do have a day job, and I'm just one person.
4. If after all that, you still don't like the response you are getting, fill out the customer survey here with your experiences: http://hexagonmetrology.us/contact-us/customer-satisfaction-survey . It is logged and reviewed.

Thanks for your professionalism in advance, please help me make this a better place.
Parents
  • Eric, you may feel ignored... I can't fix that easily, but if YOU haven't reported a problem to technical support, then you are ignoring us too. Of course it's our fault if you have a problem with the software (because it shouldn't have too many issues), but that doesn't mean that you can't help in the ways I've suggested. You don't owe us that, but rather than generally complain to your peers on a forum (who can only commiserate), it's not a bad idea to chip in sometime. Even once a year is appreciated.

    BTW, you know what's really important? Not the size of your company, or how much you spend, but how you carry yourself, and the ideas and thoughts you put forth. That's important. Act professional, show that you want to help and good things happen. I'm not saying you don't, I'm saying that a select few didn't, and it makes the forum an even worse tool for feedback because of all the crap you have to wade through. It find it hard to accept the heavy-handedness argument when I can see some of the antics that were going on (that you can't see anymore because we have to clean it up), and I'm appalled. I'm glad most people have standards of professionalism, and that they weren't scared away by the antics.

    It's my job to try to help you guys (in general, there are too many for me as 1 person to handle every problem), but don't be shy about helping too if and when you can. There is no SOP for ignoring anyone here... just a lot of people to try and satisfy, and we work hard at it every day.


    Ahh but individually we don't have enough seats (ie money to Hexagon) for them to give a flying fig about us. So a few of us or even a few dozen of us decide to drop our SMA's or even switch to a different product. So what? There are more than enough other seats and bigger customers out there that we don't even make a blip on the radar and they can ignore us with impunity at least that seems to be SOP.
Reply
  • Eric, you may feel ignored... I can't fix that easily, but if YOU haven't reported a problem to technical support, then you are ignoring us too. Of course it's our fault if you have a problem with the software (because it shouldn't have too many issues), but that doesn't mean that you can't help in the ways I've suggested. You don't owe us that, but rather than generally complain to your peers on a forum (who can only commiserate), it's not a bad idea to chip in sometime. Even once a year is appreciated.

    BTW, you know what's really important? Not the size of your company, or how much you spend, but how you carry yourself, and the ideas and thoughts you put forth. That's important. Act professional, show that you want to help and good things happen. I'm not saying you don't, I'm saying that a select few didn't, and it makes the forum an even worse tool for feedback because of all the crap you have to wade through. It find it hard to accept the heavy-handedness argument when I can see some of the antics that were going on (that you can't see anymore because we have to clean it up), and I'm appalled. I'm glad most people have standards of professionalism, and that they weren't scared away by the antics.

    It's my job to try to help you guys (in general, there are too many for me as 1 person to handle every problem), but don't be shy about helping too if and when you can. There is no SOP for ignoring anyone here... just a lot of people to try and satisfy, and we work hard at it every day.


    Ahh but individually we don't have enough seats (ie money to Hexagon) for them to give a flying fig about us. So a few of us or even a few dozen of us decide to drop our SMA's or even switch to a different product. So what? There are more than enough other seats and bigger customers out there that we don't even make a blip on the radar and they can ignore us with impunity at least that seems to be SOP.
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