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Things changed under the hood with CS4. This may be the new norm. Best bet is to ask BM.
I did initially, then BM sent me back to Adobe, after which Adobe sent me back to BM (and 'round and 'round we go). Finally BM asked that I send them a detailed explanation (which I posted above) and they would look into it. Meanwhile I no longer have my copy of Premiere Pro CS3. :-O
That's often the problem with 'tech support' these days - they have little or no actual tech training or experience. Most times they're just hired help reading solutions off a prepared list. These guys rarely have any real clue about technical matters.
How beneficial it would be, I think, to have the actual Premiere programmers be required to take tech support phone calls for a certain portion of their work week. Let the guys who create this stuff answer for their work to those who are using it.
> "...to have the actual Premiere programmers be required to take tech support phone calls..."
If I might put my programmer/analyst hat on for a second:
Programmers hate taking support calls. That's what tech support is supposed to be trained (properly) for. I loathe talking to customers/clients about bugs in the code. They never seem to understand the issues involved in coding an app, and always seem to think it's elementary, easy, and fast. And please don't come calling with a sporadic, iffy problem.
A programmer has a much better chance of understanding the problem (and thus, solving it), if it has been properly documented and detailed by a competent tech support person. This person should be considered the liaison between the analyst and the client, an intelligent buffer, if you will, translating client-speak into computer-speak.
Considerable resentment builds in analysts (in small companies) who are tasked with customer support as well.
So, Jim, as you've said, the problem is inadequately trained tech support personnel, and is often compounded by selecting people with poor people skills.
>Programmers hate taking support calls.
That would be part of the reason for making them do it. Better code makes for fewer calls (especially when the caller has to pay for it.)
I've found that job satisfaction, salary increases and promotion opportunities that result from a job well done are poor motivators for employees. Those things tend to discourage outstanding job performance.
Much more effective are threats of punishment and having to perform distasteful tasks outside of their area of expertise and specific job skills. An employee that is constantly, artificially stressed and who is completely miserable in his or her working environment is a much more effective employee, and not one that is prone to mistakes, lapses in task focus, or burnout. Talented and skilled employees thrive in such an environment, and never seek employment elsewhere.
Received this from Black Magic:
From: Albert Chu [firstname.lastname@example.org]
Sent: Friday, April 03, 2009 7:11 PM
Subject: Re: For Albert: ISSUE: Playback Settings button in BlackMagic (Intensity Pro) project not working
Funny enough, I was just about to run this test and happened to check with another tech about this. Apparently another customer had gotten in touch with us regarding the same issue and after confirming this, found that it is a bug. As such, this has been logged and we should hopefully see a fix for it in our future updates.
Please continue to check our software downloads page for this update (we do an update roughly every 6 to 8 weeks). Thanks for your patience.
Blackmagic Design Inc.