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Bug Reports or Technical Support?

• To: mathgroup at smc.vnet.net
• Subject: [mg7318] Bug Reports or Technical Support?
• From: dave.chapman at drea.dnd.ca (David M.F. Chapman)
• Date: Fri, 23 May 1997 01:41:55 -0400 (EDT)
• Organization: DREA
• Sender: owner-wri-mathgroup at wolfram.com

Here is a question for discussion:

The much-heralded release of MMA V3.0 included many bugs.  As a beta-tester,
I sent in many reports, including printing problems on the Mac. Some of
these were fixed, others reasonably resolved.  Some have had no response,
other than an acknowledgement.  After a while, I get a message saying that I
have to start paying for Technical Support.  Then responses from Technical
Support seem to take a VERY long time. 

The question is: At what point does the reporting of Mathematica bugs and
expecting a timely and reasonable response constitute "Technical Support"? 
Are we actually expected to pay for this?  (Please let me know if I am
off-base.) Is there even a distinction between the two?  Users and WRI reps
can join in here...
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David M.F. Chapman                    Defence Research Establishment Atlantic
dave.chapman at drea.dnd.ca                                        P.O. Box 1012
(902) 426-3100 ext. 228                                Dartmouth, Nova Scotia
FAX: (902) 426-9654      ---CAA---RASC---ASA---TTCP---      CANADA    B2Y 3Z7
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