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  1. #1
    Join Date
    Dec 2012
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    Huntsville, AL
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    337

    Is Technical Support Available If I Purchase This Program

    I have been experimenting with the V9.43 30-day download and then again with the V10 30-day trial. I have contacted (more specifically, I have attempted to contact) someone from Brilliant Database with some questions on several occasions. I have yet to get any sort of reply from anyone at Brilliant Database. For those of you that have purchased this program: does anyone from BD ever respond to your questions? This can be a deal-breaker for me if there is no technical support as I cannot continue to rely on MacHeuS to answer all my questions; seriously, an absence of technical support will cause me not to purchase this product. I see that it has some potential but it is just too difficult to use.

    Now, a general question to all of the long-term users of BD. Does this program become easier to use the more you use it? Instinct tells me yes, however, I am failing to see anything intuitive with this program. I continuously seem to struggle over each step yet I have years of programming experience with huge and difficult projects...

    And, MacHeuS, I have yet again come to an absolute halt with my program. I successfully added another feature (using something you showed me earlier - your creative use of the 'Filter Another Recordset'). When I tried to go to the next feature, I am lost again - I KNOW what I need to do, I just have no idea on how to get BD to do this simple act.
    Thanks,
    Daryl G

  2. #2
    Join Date
    Jul 2012
    Location
    Ireland
    Posts
    640
    It would seem that from reading what others have posted here, emailing them for support is a massive hit and miss these days. Chances are you will get no reply. Just as others have reported on the forum.

    That said, if you want help with a script, the forum is the best place for it anyway.

    Does this program become easier to use the more you use it?
    Absolutely. It will take time, but once you get your head around it you will be flying along.

    Regards
    James

  3. #3
    Join Date
    Dec 2012
    Location
    Huntsville, AL
    Posts
    337
    James,
    I certainly hope so since I am beating my head against a wall right now! I feel bad since I am posting a lot of questions - I am doing my best to figure this out but I am not making much in the way of advances. I spent at least three hours trying to fix the problem you just answered for me (controlling the visibility of MMR fields). I can easily enough pinpoint what steps I need to take but I am having a great amount of difficulty in adding the line(s) of scripting in order to accomplish the simple step.

    I hope that you, MacHeuS, and asokram remain patient with me and all my questions.
    Daryl G

  4. #4
    Join Date
    Jul 2012
    Location
    Ireland
    Posts
    640
    I certainly hope so since I am beating my head against a wall right now!
    Hang in there mate. A few months from now and you will be flying through this program and praising it from a height.

    I feel bad since I am posting a lot of questions - I am doing my best to figure this out but I am not making much in the way of advances.
    Your doing extremely well and advancing pretty quick from what I can see. So well done you. Don't be so hard on yourself.

    I spent at least three hours trying to fix the problem you just answered for me (controlling the visibility of MMR fields). I can easily enough pinpoint what steps I need to take but I am having a great amount of difficulty in adding the line(s) of scripting in order to accomplish the simple step.
    The mere fact you know what you want to do is the most important part. Sometimes Brilliant Database doesn’t do things the way you might it should work, but over time when you get to know the program all this becomes second nature.

    I hope that you, MacHeuS, and asokram remain patient with me and all my questions.
    I certainly don't mind at all and I'm happy to help anyway I can.

    Kind regards
    James.

  5. #5
    Join Date
    Feb 2004
    Location
    In front of the computer
    Posts
    14,971
    The concept behind the Brilliant Database seems great. The company behind it seems to be just a facade. I've tried to reach them multiple times, in multiple ways but have never gotten any kind of response.

    I'm pretty sure that if you buy the product, you'll be "on your own" and relying on good folks here in the forum for support because I don't foresee any support from the company.

    Things could change, and I'd love to see that happen. I wouldn't bet the farm on that change though, at least until there are signficant changes in how the company does business.

    -PatP
    In theory, theory and practice are identical. In practice, theory and practice are unrelated.

  6. #6
    Join Date
    Dec 2012
    Location
    Huntsville, AL
    Posts
    337
    INCREDIBLE UPDATE!!!! My persistence has paid off - I finally received a response from Brilliant Database. I have sent several E-mails to them yet all (except for this last one) went unanswered. This makes me feel a little bit better about this product though as PatP stated, users will undoubtedly be "on your own".
    Daryl G

  7. #7
    Join Date
    Sep 2011
    Posts
    8
    Daryl,
    Thanks for the followup. What kind of response did you get back? An actual helpful one or something more along the lines of "we'll look into it"?

  8. #8
    Join Date
    Dec 2012
    Location
    Huntsville, AL
    Posts
    337
    jeeplaw,
    Unfortunately, it was the latter response-type ("we'll look into it"). However, I am extremely pleased that I received a response at all.
    Daryl G

  9. #9
    Join Date
    Feb 2004
    Location
    In front of the computer
    Posts
    14,971
    I'd love to see the Brilliant Database make a name for itself. The users certainly love the product, and based on their discussions it certainly seems to be pretty capable.

    Unfortunately, in order to get much traction in business in general and big business in specific a product needs to have a company behind it. As the user base grows (somewhere between hundreds and thousands of active users), the company needs to make the jump to a full blown support/marketing/etc organization. At least based on the user experience that I've seen so far, I think that this is going to be difficult for the company.

    I certainly wish them well. They have some amazingly dedicated users!

    -PatP
    In theory, theory and practice are identical. In practice, theory and practice are unrelated.

  10. #10
    Join Date
    Jul 2012
    Location
    Ireland
    Posts
    640
    They seem to be very slowly waking up.
    It's a crying shame that some investors just don't buy into this and sort the comapny image out. The “product” is fantastic. Surly that's the biggest challenge out of the way.

    Regards
    James

  11. #11
    Join Date
    Sep 2011
    Posts
    8
    Quote Originally Posted by Tubbritt View Post
    They seem to be very slowly waking up.
    It's a crying shame that some investors just don't buy into this and sort the comapny image out. The “product” is fantastic. Surly that's the biggest challenge out of the way.

    Regards
    James
    Trust me, I've tried. I could even put some development into it as well and have a proper sales/support staff. I honestly don't think Andrei knows how much of a hit he has on his hands with this.

  12. #12
    Join Date
    Oct 2011
    Posts
    12
    Quote Originally Posted by jeeplaw View Post
    Trust me, I've tried. I could even put some development into it as well and have a proper sales/support staff. I honestly don't think Andrei knows how much of a hit he has on his hands with this.
    Please, please, please try it again ;-)

    It's a one-man-show at this time (the programmer lives in Russia; the selling is done by an office in Canada (Googling shows more software titles on the contact address).

    Did you try to contact the office in Canada or the developer?

  13. #13
    Join Date
    Jul 2012
    Location
    Ireland
    Posts
    640
    Please, please, please try it again ;-)
    +1 X Infinity

    Regards
    James

  14. #14
    Join Date
    Dec 2012
    Location
    Huntsville, AL
    Posts
    337
    All,
    Here is a second INCREDIBLE update... I received another E-mail from Brilliant Database yesterday - that makes two E-mails in seven days. Hopefully this is a sign of good things to come. Because of their responses, I felt much better and did purchase my BD license this afternoon.
    Daryl G

  15. #15
    Join Date
    Jul 2012
    Location
    Ireland
    Posts
    640
    lol... I'm excited for you too, but it's also a sad state of affairs when we get excited just because they reply to customers.

    This madness. They have a totally awesome product and the only thing holding them back is the complete lack of customer care and marketing. It would be so easy for an investor with the right skill set to fix this company and make the product a huge success.

    Regards
    James

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