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Suppose that the program didn't work as expected. Either it didn't connect with the phone at all or it doesn't retrieve or send SMS message. You've read the FAQ (haven't you?) and found nothing helpful there. You decided to write mailto:email@example.com and expect to get help.
One thing that we ask you to do is to save or copy session log file and send it to us with your request for support. We are ready to receive it, it's not a problem. If you send the session log with the first letter, it will save you much time.
If you decide to read the file before sending it, you'll see some obscure messages; nothing seems to clarify the situation (unless you are a specialist yourself). You decide to refuse from sending it, and you're wrong. If the debug log seems unuseful to you, it doesn't mean that we can't learn anything from it.
Well, we'll send you a patch for the program, or some recommendations how to get it all working. Then you'll try the new solution and, alas, it doesn't help. The situation remains the same. Of course, we've asked you to send a new debug log after you try our solution; but all things look so similar to what they were before, so what new will we learn from this new log? So you think, and you are wrong. The fact that the problem looks the same doesn't mean that it is the same problem.
When you don't know whether you really should send a debug log file to us, please send it. And when we asked to send a debug log but you aren't going to do this, please send it too. And when you read the log and see nothing helpful or nothing new, please send it anyway.
You don't have to purchase the program to get support. Of course the requests from the registered customers have the highest priority; but we are interested to make the program better, and useful bug reports are appreciated. You may even get a significant discount if you provide valuable information.
There is a whole class of problems that is assigned a high priority whether you are registered user or not. When you discover that the program is incompatible with a particular phone, we are trying to fix it as soon as possible, if possible at all. And it may sometimes be possible in 10 minutes or so.