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Famatech CEO will answer your questions
 
Maybe it was next week after last week before the following week in short of all weeks that begin with Sunday or Monday.

Yep, I am CONFUSED!
 
Maybe we can buy the BUSY CEO of Famatech a watch that also keeps the days on it?
 
Alexandra Bazzhina,

How is the translation coming along? Not trying to be a pest, just curious.

Thanks,

-Pat
 
I am trying to be a pest - when you commit to something, *do it*!!

There weren't that many questions asked. How much time does it take to translate "Gee, I don't know when we are going to release it either. I've been waiting along with you guys - man this company sucks when it comes to customer support"
 
Customer support but more with Customer Relations! HOLY ***** . Didn't Famatech's employees mothers teach them anything!!!
 
Alexandra,

Can you answer any of these questions? I believe we have been waiting patiently. Famatech employees seem to promise things, and not deliver. As the previous poster said, customer relations is really poor with your company. You are already late on delivering on this promise - but at least come through with some answers!

:!:
 
Quote
Dear guests!

Please choose polite expressions even you feel disappointed.
The delay in getting back concerns the translation from Russian into English.
By the end of this week you'll be able to read the answers. So we keep our promises. They'll be published in the news column and posted here.

Best regards,
Alexandra Bazzhina.

:?:

Could you explain to us what promises you do keep? or maybe what week we should expect answers?
 
Don't you hate it when your own words come back to bite you on the rump? Ouch :o
 
Quote
Actually in Europe the last day of the week is Sunday. The due date to material publishing is determined.

Best regards,
Alexandra Bazzhina


Ok, the due date came and went - and so is our your customers. As a paying customer, who has also bought support through your company, I don't feel I should be 'begging' you for anything - let alone answers to valid questions.

When can we expect answers? I also sent this to you through your email link, in hopes you decide to answer.

Chris A. :!:
 
Wow, so Famatech DOESN'T keep their promises huh? Man, are ya'll as surprised as I am, I can hardly stand up from disbelief! WOW!
 
I'm curious, you have offices in the US - does the translation between offices take weeks?

Chris
 
I guess the Chief Excuse Officer is busy.
 
If anyone is in business and management they need to understand "making and setting expectations". What Famtech needs to learn is don't EVER set early expectation. If you break them you look like ***** ! And it has happened over and over! You need to set them so at least they are far out in advanced (even though internally you know you will very likely reach that goal) and in most cases you get to them early in the Publics eye (relating to your announced expectation date) and everyone then thinks, "WOW They said it would be three weeks but they delivered in under 2" or something like that! Try that stratagy. And look into the ITIL managemnt stratagy also when you have the chance. Change Management would be a good topic.
 
"I'm curious, you have offices in the US - does the translation between offices take weeks? "

Yes how does that WORK? It is 2003 you would think you could translate things like this in 30 minutes.
 
Questions are "answered" here...

http://famatech.com/about/news/news_detail.php?ID=76

although there isnt anything even resembling a straight answer about release time it is worth reading.
 
See I have been paying attention so much to Famatech's promises I am confused on the year!
 
Famatech -

I just want to recap on some comments you made:
1. Answers will be had in 1 week
2. Answers will be posted *HERE*

Neither of these were kept. Now we see you post the CEOs answers somewhere else. That is your choice, but it would have been nice to announce it here.

I also notice you are lying about the date it was posted. Your CEO didn't answer and post this information on 2/1/2004 as your website indicates. I showed someone that page just this morning (around 11am EST), and didn't see that link.

I guess when you update the web site, you can put whatever date you like there - just to try an make yourself look better.

How can we continue doing business with a company that can't even keep their word on simple things like this? Why would I continue to purchase support for your product when you don't keep your word?
 
Hello,

<<Are you accepting beta testers?

Absolutely! Radmin beta testers are welcome and very much appreciated. Radmin Viewer’s beta is already available from our web site. The only things you need to do to become a beta tester are to fill out the registration form and download the program. If you find a bug just send in a bug report so we can correct the error.>>

When he says this, does he mean that the viewer is all that is available to test? Or can we test the server portion also if we send in the registration form?

Where can this registration form be found on your website? I'm having trouble finding it so please post a link.

Thank you!
 
Pat,
currently only viewer beta is available. As to the registration form - there is none because we decided to do without it (you know that it's available for everyone). This interview was made couple of days before the release and then we were going to ask for registration before the download. I hope that explains everything.

Best regards,
Dmitri Kourashev
Famatech VP

P.S. I think it's extremely important to provide some direct way of communication between our company and our customers. So I'm going to start a new topic in the "Goodwishes" section of this forum where I'll be regulary answering your questions. You're welcome!
 
Thank you to both Alexandra Bazzhina and Dmitri Kourashev for all your hard work! We really appreciate it!

-Pat
 
Oh man! That was rediculous! Why should I have expected anything more from you bums? You didn't answer hardly any of the questions, you just did a bunch of talking about new features that will come out when the 3.0 server. You didn't say when it was coming out, or why you didn't create an interum release that only had the hook driver, NEITHER question was answered. It's way overdue you released the viewer ANYWAY, but it doesn't add much at all. No one has been griping about not having the tree like folder list, but EVERYONE has been wanting the hook driver.
 
I find it disturbing that customers of yours have to wait so long for answers from you, and when you do answer - you fail to answer.

It is funny that when your CEO answers questions from his customers (life-blood of any company), he seems years behind technology. What does he mean "Window XP's release has influenced our plans"? When did Windows XP get released? Better yet, when was Windows 2000 released?
It appears the dates might have been different in Russia, but they were released in 2001 and 2000 (respectively). *what a joke*

He also mistakenly states that "Basically it satisfies what most of our customers told us they need." So your saying the majority of your customers are happy with the CPU loads RADMIN puts on windows 2000 systems? Where is the video hook for Windows 2000? I'm sorry, I guess adding a wonderful chat or voice conversation feature (which is bound to *increase* CPU load) is more important then fixing what a good portion of your customers have been complaining about? It makes perfect sense to me - why fix the video hook issue that causes high CPU loads, lets just add more semi-useless features. For our non-american readers - that was sarcasm!

I'm also unhappy you decided to include voice communications in your product before something useful like a network deployment feature. Maybe it is me, but in my work environment - we don't deploy speakers and microphones to users. I would guess that most companies are the same way.
How hard is it to develop a deployment program? How long have your users been asking for this?

Since it seems you can't take the couple hours of development time to make deployment tool. I'll *sell* you mine. I've wrote my own program to deploy your product - and it only took me about 2 hours. Guess what, it also works under Windows XP! Whoops, I forgot your program doesn't work well under XP (again - this is sarcasm).

I used to think a lot of your company, things have changed though. Congrats on being written up in the Windows .NET mag, to bad they didn't decide to take into account your ***** -poor customer support. Perhaps instead of all your ***** customers writing to you (like you really listen), we should instead inform Windows .NET mag (and others) about your lack of support.

:!:
 
Guest,

First of all, LOL.

Second, can I see that program that you wrote? Sounds interesting!
 
This has become a horribly sick joke.

Farewell Famatech...
 
Batch wrote:
"You didn't answer hardly any of the questions, you just did a bunch of talking about new features that will come out when the 3.0 server. You didn't say when it was coming out, or why you didn't create an interum release that only had the hook driver".

Batch,

there are explanations about the interim version in the intwerview and new features viewer supports as well.
Please find them here http://www.famatech.com/about/news/news_detail.php?ID=76

Best regards,
Alexandra Bazzhina.
PR manager
 
Again, again and again...
We, at support, are forced to answer same questions countless times. Dear "Guest" - i will answer you, so other user will be sure that it's you who is mistaken and don't read anything we answers on our forum.

> It is funny that when your CEO answers
> questions from his customers (life-blood
> of any company), he seems years behind
> technology. What does he mean "Window XP's
> release has influenced our plans"? When
> did Windows XP get released?

You just don't read the answers. Windows XP
has "influenced" Radmin 3.0 at very early stage of development. mr. Dmitri Znosko just states that some Windows XP features force us to make a lot of additional work to support "Switch User" and "Remote Assistance".

> So your saying the majority of your
> customers are happy with the CPU loads
> RADMIN puts on windows 2000 systems?

If you means "100%" CPU load - we answer this question about hundreds times, and it was stated in Radmin 3.0 manual. Radmin uses only FREE resources, trying to achieve 100% FPS YOU sets in options. If some other program need CPU resources, Radmin will drop it's own resource usage to the minimum allowed level.

> Where is the video hook for Windows 2000?

Yes, version 2.1 has not vide hook drivers for Windows 2000 or Windows XP. But Radmin has a very good speed even without using driver. I, personally, use Radmin for accessing test machines with Windows 2000 or Windows XP - and i have no problems working with them in real-time. On 10 megabit network.

> I'm also unhappy you decided to include
> voice communications in your product
> before something useful like a network
> deployment feature. Maybe it is me, but in
> my work environment - we don't deploy
> speakers and microphones to users. I would
> guess that most companies are the same
> way. How hard is it to develop a
> deployment program? How long have your
> users been asking for this?

Radmin 3.0 is a COMPLETE package. We are trying to release only full-functional, tested and ready versions of software. By marketing issues Radmin 3.0 must have Text and Voice chats - so they are created and will be supplied with release of Radmin 3.0 server. "Push" installer is ALSO scheduled in version 3.0 - so, it will be available after release of version 3.0. But not prior to it.

> Since it seems you can't take the couple
> hours of development time to make
> deployment tool.

Sorry to say this, but remote deployment is a simple task that can be resolved with a trivial Windows scripting or freeware third-party utilities. Most of our customers has no problems remote deploying Radmin 2.1.

> Perhaps instead of all your *****
> customers writing to you (like you really
> listen), we should instead inform
> Windows .NET mag (and others) about your
> lack of support.

I, personally, help our Technical support group with difficult questions or when load is too high. And I can say that our tech support answers ALL e-mails. And most of them are answered within a hours. So your saying about lack of technical support is just your imagination.

Best regards, Gregor Petrov, Famatech Support Team
Best regards, Gregor Petrov, Famatech
 
Batch calm down buddy!

The world has a lot worse problems that you should be getting ***** about!
 
Gregor,
I'm going to make my response short, because I think I've spent enough time trying to get answer from you (Famatech).

1. If XP influenced your development, you must be saying you have been developing RAdmin 3 since XP came out. This is 3 years. It didn't take MS that long to write XP.
2. CPU load is still high when you lower your refresh rate. With as many machines as I have - I can also tell you it is a pain modify every connection just to decrease the refresh rate. I'll also bring to your attention that *YOU* set the default refresh rate to 100 - not me. So to be 'compatible' with Windows 2000 your customers have to modify every connection, and the RADMIN experience is not the same when you are sending 15 FPS as opposed to 100.
So your customers are affected because you haven't released a video hook - for 3+ years now.
3. So scripting a remote deployment isn't difficult? So it is safe to say you have already created your own little script to deploy RADMIN? Why not assist your users with it then? Pat is asking for it just a couple posts above this one. If it is so easy, why have your users been asking you for this - for years? I agree it isn't that difficult, but we've had to create our own deployment methods because of your lack of willingness to release one. Now the CEO and you are saying you won't even have one with RADMIN 3.0 - until after RADMIN 3.0 is released. So it is safe to assume this will be another program? Has development started on this yet? Hopefully you started on it a couple years back - with your development cycle, we may never see this program.

It is really disappointing to hear you say deployment is a simple task ... when your customers have been asking for a solution to this. I personally asked famatech for this, and was told I could develop my own. Gee, what an idea - I purchase a product, then have to develop my own method to deploy it. Not to mention installing a remote control program like yours, one of the basics features should be deployment.

The bottom line is -
- Developing a video hook for Windows 2000 should not have taken years, and should have been released already.
- Developing a method to deploy your product should have been released ages ago. Now you make it seem trivial, when even now people would like to have it.
- You have a great product, but it is you have been sitting on your butt while your competition has been developing and releasing product upgrades. Their customers asked for upgrades, and got them. What have your customers gotten? An old program that isn't fully compatible with software released 3+ years ago.

Yes, it functions - but here is a question for you: Would you rather drive down the highway in a new BMW or a 1970 VW ?? Sometimes you need to upgrade - for better features and compatibility. The computer software field changes to quickly to sit on a product for years without making a single upgrade. You quickly / easily get left in the dust. :!:
 
Pat,

Gregor should provide us with a deployment program ... if he fails to come through, I'll be happy to share my method with you.
 
Just pointing out that it's been 2 weeks...

Michael
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