*** Obtaining Technical Support ***
Dunfield Development Services Inc.
is a very SMALL company. In most
cases, technical support is provided by (me) Dave Dunfield, one
of the owners of the company, and the author of all of the
software products.
At the time this was written, our policy is to provide
unlimited technical support for our products at no charge
(within reason). I will continue this policy as long as my time
and the support load are such that I am able to do so. You can
help me with both (and get better/faster support) by observing
the following guidelines:
- Read the manuals first! I've put a lot of effort into them
and they do contain the answers to the most frequently asked
questions. Also, before contacting me check out the
examples, any (library) source code provided etc. for the
information you seek. If you do discover information to be
missing, incorrect, or not clear, PLEASE
let
me know. The manuals are revised regularly, and I rely
on your feedback to improve them.
- Visit our web page, and review all the FAQ's
and Application Notes.
Most of the common questions are answered there. Follow
the links on the right, to these documents
- If you purchased the product through a distributor, please
contact that distributor first. Most of them are familiar
with the products, and can answer many of the simpler
questions.
- I cannot provide technical support by telephone ( I would
get nothing else done, and I cannot be available at all
times people might call). The ways by which I provide
support are (in the order of fastest response first):
 |  Internet
e-mail: Please fill out our Tech
Support Request Form Due to issues
with spamming, we have had to institute this new Tech
Support policy. All email requests for support
must go through this form. Any email not sent
through this form is automatically deleted. |
| Fax: 613-256-5821 |
| Mail: 115 Manion Heights Cr. RR 2 Carp, ON K0A 1L0 CANADA |
When requesting technical support, please include the
following information:
| Your Name |
| Your customer serial number (on invoice and disk
envelope) ***This
is VERY IMPORTANT...only valid customers are entitled to
tech support. |
| Your e-mail address (if you have one) |
| Your FAX number (if you have one) |
| Your telephone number |
| The product for which you are requesting support, and
the exact VERSION of it that you have (see your
documentation title page). |
| A complete description of the problem, and if possible
a SHORT way to replicate it. If you are reporting a
compiler problem etc., please try and reduce the program
causing it to a minimum. |
Questions will be answered via the same medium in which
they were received. (ie: e-mail replied to by e-mail
and fax messages by fax. One exception: I can reply to fax
messages via e-mail if you prefer). In particular:
| MAKE SURE your "reply to" field in
e-mail messages is correct. Messages returned due to
incorrect return address are deleted. |
| DO NOT send messages asking me to call you.
They will be ignored. Since I do not charge for tech
support, and do not provide for such extra charges in
our pricing, I cannot do tech support at my expense. |
Send problem descriptions and short code samples as ASCII
text in the body of mail messages, with all lines less than
80 characters. HTML documents, attached files,
word processor files (any non-ASCII format), and files which
appear as single **long** lines (this is what Microsoft
software generates if you do not manually end your lines),
will not be accepted.
It should be obvious from the above, but DO NOT SEND ME
HTML EMAIL. If you are using a "windows"
mailer, find the option to send HTML in your outgoing email
and TURN IT OFF! (All windows related mailers seem to
default to sending HTML even though this is bad net
manners). I reject TONS of unreadable mail because it
arrives encoded in HTML.
If you want to send me files in encoded mail messages, use
my MAE encoder program (found in the utility subdirectory of
compiler products, and also in the embedraw.zip
archive on my demo disk). I do not maintain current versions
of other mail encoder programs. Also, please do not send me
HUGE files or collections of files unless I specifically ask
for them. Unless I am
expecting them, my mailer will automatically delete them.
Collections of files (which I have asked for) must be sent
as a single archive (.ZIP or .MAE). DO NOT send email with
many separate attached files!
Thank you for your
co-operation! Dave Dunfield
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