Where To Find Real Support ? Help Please

[philj]

Hi,
I already posted on 12/19/2003 about this bug and nobody answered. I can't imagine that Isilo has become only forum users-supported ??? This is not what we could expect from such a popular software, not the support environment we chose when we bought this nice piece of software.
So please let me post again about the bug I can't solve.

I use Isilo on my NX73 on a daily basis and asks IsiloX to save all my files to my memory stick. Since two months I encounter a very annoying issue : Isilo stops refreshing its file list after 2 or three days (a few hotsyncs), and I have to perform a hard reset and reinstall an old backup set to make it work again.
When I look into the \isilo folder on my MS, I can see that IsiloX properly sent the translated html files in the folder, but Isilo acts as if they were "invisible". I made the same attempts with the same results with files sent to the main memory insted of the MS. I also tried uninstall / reinstall of isilo : no way.
Could you please help because I'm very embarassed indeed.
Thanks in advance and sorry for my poor english.
PS : happy new year to the whole isilo team and to the forum users :-)

[iSilo]

Your post from 12/19/03 did receive a reply post that same day from iSilo support. So why are you saying that it was not?

Also, what do you mean that iSilo has become only user-supported? If you look through the support posts on this forum from users, nearly all have had a reply from iSilo support.

This forum was set up to provide a central support location and one of the main advantages in addition to the centralization is the capability of performing a global search through all posted support threads of the forum.

[philj]

Hi gentlemen,
I'm sorry because I did not want to offense anybody : please note that I could have made an unproper use of words as I'm not a native english speaker. But :
1/ I asked in my profile to receive notification mails from Isilo forums and did not receive any after my first post (12/19/2003). So I thought there was no answer at all and did not go to check. Following your latest mail, I just checked a few minutes ago and, yes...there's an answer to my first post. I apologize but can't really understand why I haven't been advised of your answer (I have been more lucky with my latest post, which received a answer notification very quickly ??!...)
2/ Among the huge amount of checks I did during these two long months I also checked that Isilo was set to include Isilo 3.x in the file list. Unfortunately it seems not to be the reason of the malfunction.

So I think we'll have to search for something else ?

That being said, you're right : a forum is a good way to share support experience. Keep on providing quick and accurate answers to anyone's problems and you'll certainly have reached a higher level of support for your users compared to the former mail-only support (which was already good).
Again : sorry if I hurted you, offensing people wasn't one of my new year's goods resolutions ;-)
See you soon, waiting for another fixing idea :-)
Cheers
Phil

[iSilo]

Please return to the original thread to continue the discussion about the issue.