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Darren01
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Darren01
Posted 11 Years Ago
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Group: Forum Members
Last Active: 6 Months Ago
Posts: 654,
Visits: 4.1K
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Reallusions does have a lot of short comings as far as support goes and the product isn't always as polished as we'd like it to be. And I agree, it does get frustrating at times. But I look at it this way. It's a very small company, that sells a good product very cheap (in comparison to other decent complete animation software). If RL were to employ more support staff, setup a proper administration centre etc, then the cost of the product would also need to increase significantly. I'd rather RL keep the likes of iClone affordable for hobby enthusiasts like myself and just bite the bottom lip when support maybe isn't as good as it should be. And as the others have said, fortunately for us (& RL) there is a very helpful and knowledgeable community here always willing to help out where they can
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Bellatrix
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Bellatrix
Posted 11 Years Ago
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Group: Forum Members
Last Active: 3 Years Ago
Posts: 420,
Visits: 1.2K
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Of course...
...if a software company doesn't respond to very specific technical questions during a post-launch madness period
...if they're based in a apparently god-forsaken corner of the world called Taiwan, they must be operating from a sweatshop basement.
...if they're yet another exotic East Asian company with US rep office serving other dubious setups like TechSmith....
One would thus conclude that they must be real shady and on the verge of flying off into the deep dark night after seducing and exploiting poor game devs with their sexy softwares!!
That, is only logical... :)
Actually all this angst come across more like passion. Thin line, between love and hate...
IClone is just one of RL's product lines. Most expensive, but I think Crazytalk series have more "market penetration". Also, a shady company won't have the same dedicated employees who serviced a noisy forum for the last 3 to 4 years.
I left IC5 behind 2 years ago, decided it was more a game than a production app - not because it was a lousy tool. It has clear demographic target, and it was just not for me.
Today IC6 still has frustrating prosumer issues, but I trust that they are being worked on because of clear solid evidence of solid beefy 3DX5 version upgrades. Also, on recent return I instantly recognized 4 names still posting and doing their job as dedicatedly as ever. A bit overtaxed in manpower probably like typical "cutting edge tool" dev teams, but solid foundation, I have no doubt. I don't even know where they found the time to do all their recent videos.
But yes, still I want more more more official videos please. :P
It's time to tease people with 3DX6 already anyway. Keep the children pre-occupied...do it like Maxis:The Sims, always ship with character customization and clothing workshop so the users will invest their creative energy elsewhere while the tech people iron out the bugs.
Etc...
>>> Indie Generalist modeler-rigger-animator <<< Hardware: AlienWare i7-HK 32G GTX1080 2T-SSDs BenqSW320 Wacom-Intuous 3Dconnexion ||| Software: IC6 Pipeline - CTA3 Pipeline - ATK2 - Indigo ||| Zbrush4R8. Blender 2.79. DazStudio 4.9. Carrara. Poser. Octane.
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45thdiv
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45thdiv
Posted 11 Years Ago
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Group: Forum Members
Last Active: Last Year
Posts: 209,
Visits: 696
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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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hattori kun
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hattori kun
Posted 11 Years Ago
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Group: Forum Members
Last Active: 4 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:D)
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. :w00t:
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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Peter (RL)
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Peter (RL)
Posted 11 Years Ago
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Group: Administrators
Last Active: 2 Years Ago
Posts: 23.1K,
Visits: 36.6K
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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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elektron2kim
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elektron2kim
Posted 11 Years Ago
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Group: Forum Members
Last Active: 9 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. :D <--- This is my mood.
http://www.youtube.com/user/elektron2kim?
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james_muia
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james_muia
Posted 11 Years Ago
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Group: Forum Members
Last Active: 4 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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jasonpweber
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jasonpweber
Posted 11 Years Ago
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Group: Forum Members
Last Active: 10 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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colour
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colour
Posted 11 Years Ago
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Group: Forum Members
Last Active: 3 Years Ago
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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planetstardragon
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planetstardragon
Posted 11 Years Ago
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Group: Forum Members
Last Active: Last Year
Posts: 11.5K,
Visits: 46.0K
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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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