Smith Micro
Posted: Mon Jun 20, 2011 8:16 pm
The following is a correspondence with Smith Micro, in its entirety (make your own conclusions):
Me> ASP 7 introduced a bug that made embedded layer scripts unusable do to multi-thread rendering. I am a script(tool) writer that has supported the user community, but has been hobbled by this bug. As such and considering my work flow is geared to take advantage of this particular feature, ASP 7 has been a useless product to me, and I have continued to use ASP 6 for work and scripting. Since ASP 8 has been released, with no indication of fixing this bug in ASP 7, I'm requesting a full refund for 7. This advertised feature never worked, and is a specific feature I expected when buying.
SM> Thank you for contacting Support. Please provide your Order Number for Anime Studio 7 so I can let you know what options are available.
Me> My Order ID, from my Content Paradise order history is: XXXXXX
SM> I apologize for the difficulties and disappointment. Your order is well outside the 30 Day Refund window we offer on all products purchased at Smith Micro. The ability for Embedded Layer Scripts was not listed as feature in Anime Studio 7 Pro and the section on Embedded Script File in the manual text was removed before the release of Anime Studio 7 Pro.
There was hope to have this feature again in the future and the function was reintroduced with Anime Studio Pro 8.
Again, I apologize for the disappointment.
Me> Let's compare manuals.
The ASP 6 manual, page 263:
Note that even though embedded scripts WERE a working feature in 6, no mention of it is included in the Layers Window > Options section.
The ASP 7 manual, page 259:
"• Embedded Script File:"
Yes, the description of this feature is missing, but the section is still there and still listed in the index, without any explanation to the contrary of it being an included feature. So it would be incorrect to assert that this is in any way a clear indication of a feature that was in 6 and is in 8 intentionally missing from 7.
So the ASP 6 manual didn't mention the embedded script functionality it indeed had, and conversely the ASP 7 manual lists "Embedded Script File" as an option, which you allude it wasn't "meant" to have. You should clearly see where this definitely misleading. On top of the feature clearly existing in the ASP 7 layer settings menu.
And you're ASP 7 ad copy, as per http://www.amazon.com/Smith-Micro-Softw ... B003NS5KQU http://www.sears.com/shc/s/p_10153_1260 ... 4123223501 , http://store.purplus.net/anstpro7.html , http://corporate.digitalriver.com/store ... .196853500 (and even digitalriver) clearly states:
"• Customize functionality with LUA scripts"
All scripts in Anime Studio, including tool, button, menu, and embedded layer scripts ARE "custom functionality with LUA scripts". So in both cases you mention, you are in error about ANY indication of that specific feature being lost for ASP 7.
SM> Again, I apologize for the confusion. LAU Scripting does work. This one aspect of the program, which is not advertised and was removed in Anime Studio 7 Pro is not all Scripting.
I understand your frustration and desire to continue using aspects and features, but these change from version to version. As stated, this feature was reintroduced in Anime Studio 8 Pro.
Me> As I said, LUA scripting , which WAS advertised, includes the "• Embedded Script File:" mentioned in the ASP7 user manual.
Since you refuse to admit misleading ASP7 customers by not clearly stating that "• Customize functionality with LUA scripts" was not inclusive of ALL LUA scripting (even that mentioned in the manual), I will be posting the entirety of this correspondence on the Anime Studio forum, for all to see your blatant revisionist history.
You had the opportunity to support the AS community by supporting a simple refund request of an AS script writer, which would have been used toward ASP 8 so that scripting work could be continued.
Once again, Smith Micro proves its lack of dedication to customer satisfaction and support.
SM> I apologize for the typo. As stated, LUA Scripting does work. The Embedded Script File feature, which was not advertised, was removed from Anime Studio 7 Pro. The Documentation on the use of Embedded Script was removed from the manual, though the header remained.
Based on your date of purchase, you do not qualify for a Refund on your purchase of Anime Studio 7 Pro. You had 30 Days to contact Support to request a refund at the time of purchase. Again, I apologize for the disappointment.
Me> Since embedded scripts were never clearly stated to be removed from ASP7, users were left with the impression that a point release bug fix would address it. This is the sole reason why this request for a refund went over the 30-day period.
As other bugs introduced in ASP7 were being addressed, Smith Micro should have made a clear statement about features, that an ASP6 user would expect to find in 7, being unusable.
SM> Again, I apologize for the confusion. Since it was not a documented feature, it was not considered a bug but it was introduced as a Feature Request. As stated, this feature was added to Anime Studio 8 Pro as a documented feature based on requests for the feature.
Me> If the header existed in the manual, as you just admitted, it was a documented feature. The way you misled your customers should be clear in the fact that the embedded script feature wasn't requested to be reintroduced, but for the functionality, broken in AS7, to be fixed in AS7.
Me> ASP 7 introduced a bug that made embedded layer scripts unusable do to multi-thread rendering. I am a script(tool) writer that has supported the user community, but has been hobbled by this bug. As such and considering my work flow is geared to take advantage of this particular feature, ASP 7 has been a useless product to me, and I have continued to use ASP 6 for work and scripting. Since ASP 8 has been released, with no indication of fixing this bug in ASP 7, I'm requesting a full refund for 7. This advertised feature never worked, and is a specific feature I expected when buying.
SM> Thank you for contacting Support. Please provide your Order Number for Anime Studio 7 so I can let you know what options are available.
Me> My Order ID, from my Content Paradise order history is: XXXXXX
SM> I apologize for the difficulties and disappointment. Your order is well outside the 30 Day Refund window we offer on all products purchased at Smith Micro. The ability for Embedded Layer Scripts was not listed as feature in Anime Studio 7 Pro and the section on Embedded Script File in the manual text was removed before the release of Anime Studio 7 Pro.
There was hope to have this feature again in the future and the function was reintroduced with Anime Studio Pro 8.
Again, I apologize for the disappointment.
Me> Let's compare manuals.
The ASP 6 manual, page 263:
Note that even though embedded scripts WERE a working feature in 6, no mention of it is included in the Layers Window > Options section.
The ASP 7 manual, page 259:
"• Embedded Script File:"
Yes, the description of this feature is missing, but the section is still there and still listed in the index, without any explanation to the contrary of it being an included feature. So it would be incorrect to assert that this is in any way a clear indication of a feature that was in 6 and is in 8 intentionally missing from 7.
So the ASP 6 manual didn't mention the embedded script functionality it indeed had, and conversely the ASP 7 manual lists "Embedded Script File" as an option, which you allude it wasn't "meant" to have. You should clearly see where this definitely misleading. On top of the feature clearly existing in the ASP 7 layer settings menu.
And you're ASP 7 ad copy, as per http://www.amazon.com/Smith-Micro-Softw ... B003NS5KQU http://www.sears.com/shc/s/p_10153_1260 ... 4123223501 , http://store.purplus.net/anstpro7.html , http://corporate.digitalriver.com/store ... .196853500 (and even digitalriver) clearly states:
"• Customize functionality with LUA scripts"
All scripts in Anime Studio, including tool, button, menu, and embedded layer scripts ARE "custom functionality with LUA scripts". So in both cases you mention, you are in error about ANY indication of that specific feature being lost for ASP 7.
SM> Again, I apologize for the confusion. LAU Scripting does work. This one aspect of the program, which is not advertised and was removed in Anime Studio 7 Pro is not all Scripting.
I understand your frustration and desire to continue using aspects and features, but these change from version to version. As stated, this feature was reintroduced in Anime Studio 8 Pro.
Me> As I said, LUA scripting , which WAS advertised, includes the "• Embedded Script File:" mentioned in the ASP7 user manual.
Since you refuse to admit misleading ASP7 customers by not clearly stating that "• Customize functionality with LUA scripts" was not inclusive of ALL LUA scripting (even that mentioned in the manual), I will be posting the entirety of this correspondence on the Anime Studio forum, for all to see your blatant revisionist history.
You had the opportunity to support the AS community by supporting a simple refund request of an AS script writer, which would have been used toward ASP 8 so that scripting work could be continued.
Once again, Smith Micro proves its lack of dedication to customer satisfaction and support.
SM> I apologize for the typo. As stated, LUA Scripting does work. The Embedded Script File feature, which was not advertised, was removed from Anime Studio 7 Pro. The Documentation on the use of Embedded Script was removed from the manual, though the header remained.
Based on your date of purchase, you do not qualify for a Refund on your purchase of Anime Studio 7 Pro. You had 30 Days to contact Support to request a refund at the time of purchase. Again, I apologize for the disappointment.
Me> Since embedded scripts were never clearly stated to be removed from ASP7, users were left with the impression that a point release bug fix would address it. This is the sole reason why this request for a refund went over the 30-day period.
As other bugs introduced in ASP7 were being addressed, Smith Micro should have made a clear statement about features, that an ASP6 user would expect to find in 7, being unusable.
SM> Again, I apologize for the confusion. Since it was not a documented feature, it was not considered a bug but it was introduced as a Feature Request. As stated, this feature was added to Anime Studio 8 Pro as a documented feature based on requests for the feature.
Me> If the header existed in the manual, as you just admitted, it was a documented feature. The way you misled your customers should be clear in the fact that the embedded script feature wasn't requested to be reintroduced, but for the functionality, broken in AS7, to be fixed in AS7.
.