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Old 10-15-2011, 04:59 AM #33
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Default Re: LaserShow Xpress Users

I had one open too but yeah he does not respond on lpf mostly, but still responds.


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Old 10-15-2011, 08:22 AM #34
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Default Re: LaserShow Xpress Users

And please remember its just one guy...and i know hes busy with personal stuff as well alot lately.
I never had problems with support except waiting sometimes for max a week. Usally one day.
Thats my side of the story and imo you should know it if you consider lsx
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Old 10-15-2011, 08:27 AM #35
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Default Re: LaserShow Xpress Users

im excited to post a full review of LSX
And so far support is better than the Chinese i deal with.
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Old 10-15-2011, 08:06 PM #36
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Default Re: LaserShow Xpress Users

Quote:
Originally Posted by kiyoukan View Post
im excited to post a full review of LSX
Actually, I'm excited for you to do that also. I'm sure it's very good software. Drlava is a very skilled engineer, there's no question about that. If there is somewhere we can buy LSX that isn't drlava I might even buy a copy.

Quote:
Originally Posted by kiyoukan View Post
And so far support is better than the Chinese i deal with.
I can't necessarily argue with that lol.. but in my case I've had better and worse dealing with the Chinese.
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Old 10-15-2011, 08:21 PM #37
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Default Re: LaserShow Xpress Users

There is this new thing called a "telephone" . If you call Dr Lava or Pangolin you get usually get support from within minutes or 24 hours. Email always takes longer, and not everyone scans forums all day.

Dr Lava just moved, got a new job, and is setting up a new home office on, what is for him, the other side of the planet. It will take him a while to get settled down, but if you need support, try evenings, West Coast Time, and use the phone.

I've been getting good LSX support. Why?, because I call him. I get a call back within a few hours, worse case.

It has nothing to do with imagined PL or LPF favoritism, it has everything to do with how you contact him.

Dr Lava is looking for a reliable, caring, distributor, but such animals are rare.

My new boss gets a emailed review of what I web surf every week, going to PL or LPF at any time other then the first few minutes of lunch gets attention. I'm allowed enough time to do two or three PMs at best before the "Black Screen of IT Policy" kicks in. And before anybody spouts off that I need to find a new place to work, this is a backlash, world wide, to too much surfing the net at work. Its their network, they pay for it, and they pay me for my services. Cell phones disrupt the systems we work on, so cells are only allowed to be on in a few areas. If my phone goes off in the office with a ring tone, I need to buy between 30 and 80 donuts on the way home, for disturbing my co-workers. Vibe is allowed, but if you forget, its donut time, and even my manager has had to buy. 80 pieces of Dunkin Donuts gets very expensive.

I'm sure DrLava now faces similar circumstances.


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Last edited by LSRFAQ; 10-15-2011 at 08:56 PM.
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Old 10-15-2011, 08:36 PM #38
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Default Re: LaserShow Xpress Users

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Originally Posted by LSRFAQ View Post
There is this new thing called a "telephone" . If you call Dr Lava or Pangolin you get usually get support from within minutes or 24 hours. Email always takes longer, and not everyone scans forums all day.

Dr Lava just moved, got a new job, and is setting up a new home office on, what is for him, the other side of the planet. It will take him a while to get settled down, but if you need support, try evenings, West Coast Time, and use the phone.

I've been getting good LSX support. Why?, because I call him. I get a call back within a few hours, worse case.

It has nothing to do with imagined PL or LPF favoritism, it has everything to do with how you contact him.

Dr Lava is looking for a reliable, caring, distributor, but such animals are rare.

Steve
True enough, but i'm a very awkward person when talking to new people on the phone. I greatly prefer EMail to anything else, as it's very convenient for me.

I would expect that any seller who wants to provide customer support would use EMail just as much as the phone. I shouldn't have to call someone up just to get their attention.

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Old 10-15-2011, 09:02 PM #39
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Default Re: LaserShow Xpress Users

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True enough, but i'm a very awkward person when talking to new people on the phone. I greatly prefer EMail to anything else, as it's very convenient for me.

I would expect that any seller who wants to provide customer support would use EMail just as much as the phone. I shouldn't have to call someone up just to get their attention.

Then you should have to expect to wait for the human cycle-email cycle to complete. This can take 24-48 hours or more.

Also email is getting un-reliable. Both of my providers, plus my work place, have spam filters that block many valid emails. Once every two weeks I try to dig through all the spam traps to see if some one has emailed me, and the traps got them by mistake. Most emails that come from cellular phones get dumped by my company, so does G-Mail, Yahoo, E-bay and a lot of other sites that get spoofed.

Think about what all of you are asking. LPFers are very cost driven.

Phones work. If your shy, leave a voice mail as a "Bell Ringer" to ask some one to check their email. Or tag your email with the "receipt requested" feature if your system supports it. IF you don't get a tag back within 24 business hours, start asking yourself if your provider has been "autoblocked" and pick up a phone.

LSX is a kick-ass program for the price. Adding 24-7 instant support is going to kick that price through the roof, because some one is going to need to be hired and trained to do the support. Artistically, LSX is a breath of fresh air, in a world where many show control programs are reducing access to features. So I guess, if you buy LSX, your looking for what it can do, which is comparable to Beyond at 1/7th the price.


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Old 10-15-2011, 11:40 PM #40
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Default Re: LaserShow Xpress Users

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Originally Posted by LSRFAQ View Post
Then you should have to expect to wait for the human cycle-email cycle to complete. This can take 24-48 hours or more.

Also email is getting un-reliable. Both of my providers, plus my work place, have spam filters that block many valid emails. Once every two weeks I try to dig through all the spam traps to see if some one has emailed me, and the traps got them by mistake. Most emails that come from cellular phones get dumped by my company, so does G-Mail, Yahoo, E-bay and a lot of other sites that get spoofed.

Think about what all of you are asking. LPFers are very cost driven.

Phones work. If your shy, leave a voice mail as a "Bell Ringer" to ask some one to check their email. Or tag your email with the "receipt requested" feature if your system supports it. IF you don't get a tag back within 24 business hours, start asking yourself if your provider has been "autoblocked" and pick up a phone.

LSX is a kick-ass program for the price. Adding 24-7 instant support is going to kick that price through the roof, because some one is going to need to be hired and trained to do the support. Artistically, LSX is a breath of fresh air, in a world where many show control programs are reducing access to features. So I guess, if you buy LSX, your looking for what it can do, which is comparable to Beyond at 1/7th the price.


Steve
Lol.. the whole bloody world is cost-driven these days. Welcome to earth!

Pangolin is a proven winner. Why waste time dealing with people who don't want your business enough to act like it? We're not talking 24/48 hours Steve.. if that were the case I wouldn't give half a crap about it. 24/48 hours is nothing. We're talking weeks in some cases, sometimes no response whatsoever.

I sincerely hope that lava finds a distributor. I've said before he is very skilled on the engineering side of things. Now he needs someone to partner up with that has a clue about business.

Also, there's nothing "imagined" here. PL members have been ruthlessly dogging on LPF since I've been in this community, so much so that it got them uncomfortably huge doses of my full attention for almost 2 years. In all honesty I've never seen a more unpleasant, smug, superior group than some of the members there in my life, and I'm involved in many facets of technology online and off. Nothing compares that I've seen. But that's a story for a different day.
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Old 10-16-2011, 12:55 PM #41
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Default Re: LaserShow Xpress Users

Calling someone on the other side of the world isn't exactly cheap, nor do their timezones match and I'd probably end up calling at 2 in the morning. If you offer a product, you need to be able to support it. People shouldn't have to go on a rabbit hunt to try find you, you should be there trying to help them.

But, ways change, who knows anymore.

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Old 10-16-2011, 05:56 PM #42
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Default Re: LaserShow Xpress Users

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But, ways change, who knows anymore.

Very true.. Mature beyond your years, you are.
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Old 10-16-2011, 08:09 PM #43
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Default Re: LaserShow Xpress Users

Well besides the one time i tried to talk to him over a holiday weekend granted it was at the very begging i was able to get a hold of him.
And have been every time after that.
Im definitely going to evaluate the heck out of LSX and my response times. so far hes doing great as in under 5 hours.
But maybe it would not be a bad idea for him to get another member who would be knowledgeable enough to help with problems and get the customers their software.
Maybe that would allow him to move on.
Maybe a member who has very high standing on PL should go and offer to assist him in support and be a reseller.
just an example FlaymingPryo is a reseller of certain items from DrLava, maybe for few extra bucks he just answers basic questions and if they do come to software errors and not user he would call and leave a message directly to the DrLava.
But i think giving out a phone number support is a bad idea, maybe a skype contact.
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Old 10-17-2011, 11:52 AM #44
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Default Re: LaserShow Xpress Users

drlava does have Skype, but I think the last time I saw him use it was about 3 years ago
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Old 10-17-2011, 03:27 PM #45
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Default Re: LaserShow Xpress Users

This is just bullshit. Don't buy LSX for at least another couple years. DrLava does not have his shit together..period.. His priorities obviously are not laser gadgets or software, so he should put a big fat banner on his site that says "VERY LIMITED SUPPORT, IT MAY TAKE ME A WEEK TO EVEN ACKNOWLEDGE YOU PAID ME MONEY FOR SOMETHING LISTED IN STOCK WHICH REALLY ISNT!!!" because no one who pays money should have to wait days-weeks for a response... He is free to run a business however he chooses, but you cant expect the end user to support that kind of business ethics.

Some people run these lasers as a profession and occasionally they have in-field issues, "24-48 hours or more" is just unacceptable and many will gladly pay Pangolin 7X the price of LSX for real support when they need it.

LPF is cost driven? Is that supposed to be some type of burn or something? Sounds to me like people here actually want to do their homework and shop around for the truly good deals. We don't just conform and make biased claims towards a handful of companies.

And whats with reading all these big fat claims of LSX being so powerful and the next beyond yadda yadda yadda, yet, there still arent good videos on the net about it? I asked for an evaluation demo well over a month ago. Think I have good news to report?

Most of these reviews I read giving praise to LSX are from handpicked members who were given a free evaluation of the pro version of the software. Their testimonials are extremely biased. These are not paying customers who had to deal with making a payment and waiting weeks to receive their software/hardware or even an email. At one time I was very interested in LSX, but after giving Dr.Lava chance after chance I decided to make a good decision and put my money where its deserved, which is why Pangolin got my business.
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Old 10-17-2011, 04:50 PM #46
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Default Re: LaserShow Xpress Users

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Originally Posted by whatsupadrian View Post
And whats with reading all these big fat claims of LSX being so powerful and the next beyond yadda yadda yadda, yet, there still arent good videos on the net about it? I asked for an evaluation demo well over a month ago. Think I have good news to report?
Wait you actually got the demo? I asked for it two months ago, multiple times and i've never received it.
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Old 10-17-2011, 05:52 PM #47
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Default Re: LaserShow Xpress Users

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Originally Posted by ARGLaser View Post
Wait you actually got the demo? I asked for it two months ago, multiple times and i've never received it.
No, I was being sarcastic, never rec. a demo copy. Zero documentation on the net on this software. No demo videos, just the shitty screen shots(which give no indication of how the software works) on his website.

I did however have money sitting in his paypal for several weeks for something that was shown "IN STOCK." Having had zero feedback from DrLava I requested money back because It would have passed the paypal refun policy.

Last edited by whatsupadrian; 10-17-2011 at 05:54 PM.
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Old 10-17-2011, 05:58 PM #48
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Default Re: LaserShow Xpress Users

Yeah, Pangolin is great in that regard, lots of videos, lots of screens shots, and a great demo.

That's what I like, to know what I am buying, before I buy it.

LSX has nothing, no videos, no demo, and no (good) screenshots, just a list of features.
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