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Message
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jasonpweber
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jasonpweber
Posted 9 Years Ago
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Group: Forum Members
Last Active: 8 Years Ago
Posts: 27,
Visits: 57
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Well, everyone wants to know why Reallusion is nameless, faceless, and doesn't respond to many support questions (376 hours and waiting on one, another hasn't even been acknowledged in over 2 weeks). Along the journey, we've learned some things about Reallusion: - They're a small shop, probably in a basement, in Taiwan - They have an independent sales rep in the San Jose area, California - They have a couple bloggers who watch these forums and try to respond - They rely completely on the community to support each other They finally came out of their shell and threw up some e-mail addresses and a physical address per our request. But all these e-mails go to the same person: sales@reallusion.com developer@, reseller@, education@, and marketing@ as well. That's shady. It's not like john.wilson@reallusion.com or jane.doe@reallusion.com, etc., and ... well, you get the point. The physical address they finally put up is just an empty office that doesn't even appear to be rented, so I wouldn't send mail there. The phone number, however, is a personal cell phone of some independent sales rep: 2033 Gateway Place Fifth Floor San Jose, CA 95110 Office Phone: 1.408.573.6107 Fax: 1.408.268.5735 Moving on ... Recently, I was told by one of those bloggers they deploy to chime in with a response here and there, that they were busy with holiday support and thus backed up ... as if they were so busy supporting their customers that they had little time to support you. So now we find out that they're actually pushing out SPAM products that aren't even listed as products on their page yet. You click on one of the products in your e-mail that they're SPAMMING out, and it sends you to secure.element5.com ... so they're paying a 3rd party to sell odd products that aren't even published on their website. Their newest product is Website X5, which is dangerously close to a copyright violation of Serif's Webplus X6, which extends now to X8. THIS is why they're too busy to support you! They're too busy pushing out these spammy products that they surely don't support. And do NOT purchase this "Website x5" thing. It looks just like a WSO or a JVZoo product, and most know about Warrior Special Offers or JVZoo stuff. I thought this company was solid, which morphed to iffy, then shady, then spammy, and now I'm thinking they're just downright illegal. At least this solves the "we're too busy to support you" claims. We know what they're up to now ... unfortunately, for some of us, it's after we've spent a thousand bucks or two.
Webby WebPrezence LLC "90% of learning IClone is practice. The other half is patience." ~ Me
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planetstardragon
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planetstardragon
Posted 9 Years Ago
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Group: Forum Members
Last Active: 2 Weeks Ago
Posts: 11.5K,
Visits: 45.9K
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heh, i have to say, you remind me of me when I first joined .....i felt a similar scenario and started doing research ....it ended up to them being good guys for me ...but then I'm like over 4 years into it. I'm not going to say anything bad because I'd be frustrated too if I were waiting long for support like that ....I'm not going to speak against them either because I saw how they work and like I said they are good guys - that doesn't mean they don't have a lot on their plate to contend with ...and even further keeping up with their overhead.........and if you are anything like me, you will have to see it for yourself. I will say this though, this is one of the best communities, and team relationships with community and company I've seen in any software I've purchased.....I wouldn't go too crazy on the forum with a fight ....because in the end when you see it for yourself ...like i did ...you'll want to help...like i do. There are a lot of friendly supportive people on the forum that you'd be denying yourself a nice friendship with is all i can say. It's why i defend the forum like i do, the community and company are worth defending. Best wishes to you, I could debate you because I know the weakness in your position....but i wont as a sign of peace ....and compassion for the frustration I experienced myself when I first joined lol I hope you get a response you are happy with soon. PS - please don't ask me to discuss the weakness, because it will only turn into a debate and I'm not trying to go there ...not with you anyways. ( older members should know better though ) I'm avoiding responding to them in your threads too lol.
☯🐉 "To define Tao is to defile it" - Lao Tzu
Edited
9 Years Ago by
planetstardragon
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planetstardragon
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planetstardragon
Posted 9 Years Ago
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Group: Forum Members
Last Active: 2 Weeks Ago
Posts: 11.5K,
Visits: 45.9K
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pss- i also hope that after all this is settled, you come join our crazy fun loving family anyways lol. I can't say anything bad about someone that speaks up for just causes.
☯🐉 "To define Tao is to defile it" - Lao Tzu
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colour
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colour
Posted 9 Years Ago
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Group: Forum Members
Last Active: Last Year
Posts: 5.2K,
Visits: 8.1K
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FWIW: Reallusion's first Product was "It's Me", produced in I think, 2006. It was probably a half-dozen or less band of Developers, who also Marketed the Product. Like proDAD's Heroglyph & Adorage was at the time, with possibly only 2 Product Developers. Both Companies have expanded over the years, Developing new Products, which are used world-wide, including Educational Establishments & TV Advertising Companies.. Reallusion's Product Development is based in Taiwan. Both Companies like many others World-wide (Including Pinnacle Systems), use/have used Digital River as Sales Agents. This is common practise & nothing dodgy. It's been common practise for very many years, for Product Developers to use other Product Developers Products under License. EG; iClone's Autodesk Human IK. Windows OS isn't all Bill Gates brain-child As previously Posted, Reallusion's Product Support is Free. Therefore, they need to keep costs down. Reallusions English Forum Admin Rep, is Peter Edwards, who also deals with some Support Tickets. Any problems, send him a Private Message., IMO, you're wasting your time in tracking Reallusion-down, which could be better used in actually using the Product.
----------------------------------------------------------------------------------------- REALLUSION FORUM ANNUAL PINHEAD COMMUNITY PROJECTS. New Pinhead Website & Project to be announced in September 2015 -----------------------------------------------------------------------------------------
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jasonpweber
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jasonpweber
Posted 9 Years Ago
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Group: Forum Members
Last Active: 8 Years Ago
Posts: 27,
Visits: 57
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Thanks Color and Planet. I understand what you're both saying. I would purchase IClone, although I'm not an animation specialist or a graphic specialist, and was told it would take me too many months and years to learn for what I have time for. Just frustrated with the lack of support for the things I've purchased (basically, CTA2, CT7, and every add-on and just about everything from the content store). I'll get over this. I'm not a negative whiner at all, but I realize I'm coming across that way in some of these forum threads. My apologies. I'm sure the Reallusion community involves a bunch of great people of all sorts. Maybe if I ever popped for IClone one day and projects weren't so difficult to learn and time-consuming, I'll see more of the great community. Thanks again!
Webby WebPrezence LLC "90% of learning IClone is practice. The other half is patience." ~ Me
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james_muia
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james_muia
Posted 9 Years Ago
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Group: Forum Members
Last Active: 2 Years Ago
Posts: 253,
Visits: 1.3K
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I've never had any trouble getting support. Most replies have taken 24-48 hours tops. Perhaps your support topic needed research to formulate a reply, or perhaps they just don't know. I read your original post about Unity, and I don't see how the issue is related to CrazyTalk or Reallusion at all...I'm pretty sure you have to have unity installed to view something that uses unity player. Ever played a Unity game before in a browser? Well it requires you to have Unity installed in the browser to play it. Same thing with what you're trying to do it seems like. If you were courteous in your original ticket then they should at least reply saying that they are looking into the issue. However if you weren't courteous, making demands, etc. then I can understand their reluctance.
IMDB: James Muia Aviticus Dragon on YouTube
Computer Specs: Intel® Core™ i7-7820X Processor (8x 4.30GHz/11MB L3 Cache) Corsair Hydro Series H115i 280mm Liquid CPU CoolerASUS ROG STRIX X299-E Gaming Motherboard 32 GB DDR4-3200 GSKILL Ripjaws V Memory NVIDIA GeForce GTX 1080 Ti - 11GB - EVGA FTW3
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elektron2kim
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elektron2kim
Posted 9 Years Ago
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Group: Forum Members
Last Active: 7 Years Ago
Posts: 174,
Visits: 1.2K
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jasonpweber (1/20/2015)
Well, everyone wants to know why Reallusion is nameless, faceless, and doesn't respond to many support questions (376 hours and waiting on one, another hasn't even been acknowledged in over 2 weeks). Along the journey, we've learned some things about Reallusion: - They're a small shop, probably in a basement, in Taiwan - They have an independent sales rep in the San Jose area, California - They have a couple bloggers who watch these forums and try to respond - They rely completely on the community to support each other They finally came out of their shell and threw up some e-mail addresses and a physical address per our request. But all these e-mails go to the same person: sales@reallusion.com developer@, reseller@, education@, and marketing@ as well. That's shady. It's not like john.wilson@reallusion.com or jane.doe@reallusion.com, etc., and ... well, you get the point. The physical address they finally put up is just an empty office that doesn't even appear to be rented, so I wouldn't send mail there. The phone number, however, is a personal cell phone of some independent sales rep: 2033 Gateway Place Fifth Floor San Jose, CA 95110 Office Phone: 1.408.573.6107 Fax: 1.408.268.5735 Moving on ... Recently, I was told by one of those bloggers they deploy to chime in with a response here and there, that they were busy with holiday support and thus backed up ... as if they were so busy supporting their customers that they had little time to support you. So now we find out that they're actually pushing out SPAM products that aren't even listed as products on their page yet. You click on one of the products in your e-mail that they're SPAMMING out, and it sends you to secure.element5.com ... so they're paying a 3rd party to sell odd products that aren't even published on their website. Their newest product is Website X5, which is dangerously close to a copyright violation of Serif's Webplus X6, which extends now to X8. THIS is why they're too busy to support you! They're too busy pushing out these spammy products that they surely don't support. And do NOT purchase this "Website x5" thing. It looks just like a WSO or a JVZoo product, and most know about Warrior Special Offers or JVZoo stuff. I thought this company was solid, which morphed to iffy, then shady, then spammy, and now I'm thinking they're just downright illegal. At least this solves the "we're too busy to support you" claims. We know what they're up to now ... unfortunately, for some of us, it's after we've spent a thousand bucks or two. It's okay to feel let down on something real and solid, but then focus on that with them directly. I think I paid 3-4.000 american bucks and will proberly do it again. <--- This is my mood.
http://www.youtube.com/user/elektron2kim?
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Peter (RL)
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Peter (RL)
Posted 9 Years Ago
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Group: Administrators
Last Active: Yesterday
Posts: 22.6K,
Visits: 35.6K
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jasonpweber (1/20/2015)
Well, everyone wants to know why Reallusion is nameless, faceless, and doesn't respond to many support questions (376 hours and waiting on one, another hasn't even been acknowledged in over 2 weeks). Along the journey, we've learned some things about Reallusion: - They're a small shop, probably in a basement, in Taiwan - They have an independent sales rep in the San Jose area, California - They have a couple bloggers who watch these forums and try to respond - They rely completely on the community to support each other They finally came out of their shell and threw up some e-mail addresses and a physical address per our request. But all these e-mails go to the same person: sales@reallusion.com developer@, reseller@, education@, and marketing@ as well. That's shady. It's not like john.wilson@reallusion.com or jane.doe@reallusion.com, etc., and ... well, you get the point. The physical address they finally put up is just an empty office that doesn't even appear to be rented, so I wouldn't send mail there. The phone number, however, is a personal cell phone of some independent sales rep: 2033 Gateway Place Fifth Floor San Jose, CA 95110 Office Phone: 1.408.573.6107 Fax: 1.408.268.5735 Moving on ... Recently, I was told by one of those bloggers they deploy to chime in with a response here and there, that they were busy with holiday support and thus backed up ... as if they were so busy supporting their customers that they had little time to support you. So now we find out that they're actually pushing out SPAM products that aren't even listed as products on their page yet. You click on one of the products in your e-mail that they're SPAMMING out, and it sends you to secure.element5.com ... so they're paying a 3rd party to sell odd products that aren't even published on their website. Their newest product is Website X5, which is dangerously close to a copyright violation of Serif's Webplus X6, which extends now to X8. THIS is why they're too busy to support you! They're too busy pushing out these spammy products that they surely don't support. And do NOT purchase this "Website x5" thing. It looks just like a WSO or a JVZoo product, and most know about Warrior Special Offers or JVZoo stuff. I thought this company was solid, which morphed to iffy, then shady, then spammy, and now I'm thinking they're just downright illegal. At least this solves the "we're too busy to support you" claims. We know what they're up to now ... unfortunately, for some of us, it's after we've spent a thousand bucks or two. Hi Jason, I do understand you are frustrated but most of what you written is totally incorrect. For example I 'am not a blogger but the Forum Admin and also a member of the iClone Technical Support team. I do have an actual email address which is peteredwards[at]Reallusion.com (yes a real name) and I can be contacted via this email address at any time. Regarding your Support issue, I have checked and see we last replied to you on the 9th January where we supplied some resource links to you. I do agree that it has been a long time so I will check what is going on and let you know. However it is important to remember that the Technical Support team is there to help with issues with our software. We do not have the resources to offer personal tuition on setting up websites, coding problems or creating Unity Apps. We supply the software, documentation, samples and tutorials but the actual process of setting up your webpage or creating Unity Apps is down to the end user. Of course if you have an actual issues with the software then that is our responsibility and we will certainly work with you to resolve any problems.
Peter Forum Administrator www.reallusion.com
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hattori kun
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hattori kun
Posted 9 Years Ago
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Group: Forum Members
Last Active: 2 Years Ago
Posts: 868,
Visits: 4.1K
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Fwiw I've been an IC6 user only since the first week of january and have had 3 support tickets. All were answered and two of them are solved and closed already. (Still pending - the issue with standard version not having motion tools ) One of them was a major issue with 3dxchange not working for IC6 users. They did solve it with a patch in less than two weeks. To me that is pretty good. My personal experience with other software companies are far worse. Reports made in fogbuz, mantis that are hanging for several years. The best support so far, Sidefx houdini. They have daily builds for fixes and updates. But the price of houdini is far higher. Its unheard to provide that kind of support in the low price bracket.
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45thdiv
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45thdiv
Posted 9 Years Ago
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Group: Forum Members
Last Active: Last Year
Posts: 209,
Visits: 694
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I too have only been a user for 2 weeks now. I may not be having as many issues because my PC is new with new installed drivers and such. I still have little bugs that come and go, but nothing major. I have found the support here on the forum to be very good. You have a hand full of users who have been using iCone for many years and they are here helping folks. I have iClone6 and there is no going back for me. I don't have anything to go back too with regards to iClone versions. I will be trying to render out my first scene this evening and I am interested to see how I can push the limit of my machine. Will it crawl like a turtle, or fly like a Ninja turtle?
MatthewPC stats: Intel Core i7-5930K Processor (6-cores, 15MB Cache, Overclocked to 3.9 GHz with Turbo Boost)
Windows 10 Graphics card NVIDIA GeForce GTX 1080 graphics, 8GB Memory - 16GB Quad Channel DDR4 at 2133MHz DirectX - 12
256GB SSD 6Gb/s main HD + 4TB 6kRPM SATA 6Gb/s Storage
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