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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
  • 1. The forum doesn't track version number for the issue.
    2. The forum doesn't keep track of how many people have the same issue.
    3. The forum doesn't categorize the product type (cmm core/blade/gear/vision etc)
    4. The forum isn't a database that is queryable or trackable
    5. I could go on and on.

    That being said when reputable users post an issue on the forum, we do glance through here and try to check those things out. HOWEVER, you can't expect that every post is read, or that it's some kind of "official" feedback for the reasons above. We can't keep track of logged bugs on the forum (the software doesn't have the facility).

    Now, what I want to propose is a way users can directly enter a bug report using a login system, and track the status of their problem report. It would require the specific information we need.

    Again, general cries that everything sucks doesn't help, but specific ideas like a user problem reporting system does. I suggested it, do you guys have any better ideas? I'm all ears.

    It doesn't have to be that hard:

    * Set up a subforum here for bugreports.
    * Have tech support post a template of what kind of information they need for the report.
    * Set up a subscription to the tech support e-mail adress so they are notified by mail when someone posted a bug report.
    * Here is the tricky part, have a tech come in, read the report, file it and reply to it as 'filed' (together with a tracking number of some sorts) or have tech support post a solution if it isn't recognized as a bug.

    This could even be used as a sales pitch: 'Found a bug in our software? Just report it on our user forum! Direct communication with our users!'
Reply
  • 1. The forum doesn't track version number for the issue.
    2. The forum doesn't keep track of how many people have the same issue.
    3. The forum doesn't categorize the product type (cmm core/blade/gear/vision etc)
    4. The forum isn't a database that is queryable or trackable
    5. I could go on and on.

    That being said when reputable users post an issue on the forum, we do glance through here and try to check those things out. HOWEVER, you can't expect that every post is read, or that it's some kind of "official" feedback for the reasons above. We can't keep track of logged bugs on the forum (the software doesn't have the facility).

    Now, what I want to propose is a way users can directly enter a bug report using a login system, and track the status of their problem report. It would require the specific information we need.

    Again, general cries that everything sucks doesn't help, but specific ideas like a user problem reporting system does. I suggested it, do you guys have any better ideas? I'm all ears.

    It doesn't have to be that hard:

    * Set up a subforum here for bugreports.
    * Have tech support post a template of what kind of information they need for the report.
    * Set up a subscription to the tech support e-mail adress so they are notified by mail when someone posted a bug report.
    * Here is the tricky part, have a tech come in, read the report, file it and reply to it as 'filed' (together with a tracking number of some sorts) or have tech support post a solution if it isn't recognized as a bug.

    This could even be used as a sales pitch: 'Found a bug in our software? Just report it on our user forum! Direct communication with our users!'
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