Usualy I dont comment on users feedback here since its not the proper place, but the above feedback from Refracty forces me to clarify things.
1-The support he got was above normal, He even got a phone call support to configure Octane Power Tools properly after he failed to read our emails and follow the instructions.
2- He was too pushy on asking for the Maya exporter and we promissed that it will be released as soon as it is finished and this is expected in few days (its availabe now), but he kept sending emails asking for the exporter with lines like "Where is the Maya exporter?"
3- After going back to the log I found that the invoice was sent to him 2 mins after he completed his purchase (automated email), however I resent the invoice again.
4- 3 days ago (7th of August), I sent Refracty an email saying that the Maya exporter is being finalized, and if he is interested I can send him the Beta version. Also in the same email I appologiezed for the long delay (2 Weeks), and offered him a free license to make it up, and this was out of good will not because we made a mistake that deserves it.
5- After reading Refracty's complain here, I called him to know what is the problem and to explain all the above points. His phone was on voice mail, so I left a msg.
With more than 300 clients of Octane Power Tools, I believe that we provide a good software and a person to person support service. Even Refracty, sent us an email two weeks ago thanking us for the support he got.
I'm sorry again for posting this here, but as I said I had to clear my point.
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1.
I have sent you an E-Mail on the July 27th, you didn't reply. I have sent you an E-Mail on July 31th, you didn't reply. I have sent you an E-Mail on August 3rd. You did't reply. Finally you have sent me an E-Mail on August the 7th.
A good support looks a bit different in my view.
But to be fair I will stress that you have done a good phone support in the beginning making it easier to install and configure the tool.
2.
As I have told you before the purchase the Maya Exporter was the only reason because I have bought your tool.
On July the 20th you have told me exactly "As I explained in our last email, Maya script will be ready before the end of the week".
These have been your words. Before the weekend means until July 22nd.
Two weeks later no Maya Exporter.
I have some clients that I have to tell what work I can deliver in a given time. Please see that these kind of promises cause problems on my end.
3.
I was talking about a 'proper' invoice. This means an invoice that containts your company name and address. If not this will not accepted (at least in the EU and US) for financial business (tax declaration). I never received a proper invoice and didn't receive the old one twice.
4.
Yes, you are right. Three days ago you have finally sent me your reply, after waiting for 11 days for a response. Unfortunately I didn't read this mail because I had to move on with my work. Now there is less need for using OPT for my project but I will test the exporter when I have time and will hopefully write a review about it.
5.
Yes, I have received your message.
I don't think that Octane Power Tools is a bad thing. I really feel that you have commitment to establish something. I was very happy for the phone support with you and it compensated the amount of documentation available.
But still didn't had a good experience, like I have told you.
I will edit my previeous post erasing everything wich could bring this into an emotional argument. Just to be fair. Thats the thing what like to give and receive.
I have sent you an E-Mail on the July 27th, you didn't reply. I have sent you an E-Mail on July 31th, you didn't reply. I have sent you an E-Mail on August 3rd. You did't reply. Finally you have sent me an E-Mail on August the 7th.
A good support looks a bit different in my view.
But to be fair I will stress that you have done a good phone support in the beginning making it easier to install and configure the tool.
2.
Hmm, this is a bit unfair, don't you think?hmk wrote:He was too pushy on asking for the Maya exporter
As I have told you before the purchase the Maya Exporter was the only reason because I have bought your tool.
On July the 20th you have told me exactly "As I explained in our last email, Maya script will be ready before the end of the week".
These have been your words. Before the weekend means until July 22nd.
Two weeks later no Maya Exporter.
I have some clients that I have to tell what work I can deliver in a given time. Please see that these kind of promises cause problems on my end.
3.
I was talking about a 'proper' invoice. This means an invoice that containts your company name and address. If not this will not accepted (at least in the EU and US) for financial business (tax declaration). I never received a proper invoice and didn't receive the old one twice.
4.
Yes, you are right. Three days ago you have finally sent me your reply, after waiting for 11 days for a response. Unfortunately I didn't read this mail because I had to move on with my work. Now there is less need for using OPT for my project but I will test the exporter when I have time and will hopefully write a review about it.
5.
Yes, I have received your message.
I don't think that Octane Power Tools is a bad thing. I really feel that you have commitment to establish something. I was very happy for the phone support with you and it compensated the amount of documentation available.
But still didn't had a good experience, like I have told you.
I will edit my previeous post erasing everything wich could bring this into an emotional argument. Just to be fair. Thats the thing what like to give and receive.
actually i am one of the very happy OPT user. HMK was always very responsive...open minded and asking for feedback..
I am happy that refracty is a bit feeling better. We all may have bad times...
Lets call this communication bug 1.0 - eliminated:)
Is there any update for OPT soon?
I am happy that refracty is a bit feeling better. We all may have bad times...
Lets call this communication bug 1.0 - eliminated:)
Is there any update for OPT soon?
..
Yes I'm working on a major feature that will be released soontyrot wrote:Is there any update for OPT soon?
http://www.OctanePowerTools.com
Octane Render Power Tools, Animation Tools for Octane Render
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Intel Core i7 920 @ 2.67GHz - RAM 12.0 GB
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Octane Render Power Tools, Animation Tools for Octane Render
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Asus P6T7 WS SuperComputer GTX 480
I never used Brazil, do you have a link for the expected features?[gk] wrote:Better be fast then...
Brazil 3 has been announced
http://www.OctanePowerTools.com
Octane Render Power Tools, Animation Tools for Octane Render
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Intel Core i7 920 @ 2.67GHz - RAM 12.0 GB
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Octane Render Power Tools, Animation Tools for Octane Render
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Asus P6T7 WS SuperComputer GTX 480
Google "imagination, caustic, splutterifsh, brAzil 3"
Should give a link to the formal announcement.
Its a new raytrace library called openRL which has no issues like CUDA regarding memory and bandwidth.
Ive talked with refractive to support openRL but i dont think they have interest in developing on that platform.
Should give a link to the formal announcement.
Its a new raytrace library called openRL which has no issues like CUDA regarding memory and bandwidth.
Ive talked with refractive to support openRL but i dont think they have interest in developing on that platform.