NPRD2011 Print Failure

On April 25th I submitted a ticket to RIAC regarding a technical flaw in the Automated Databook with NPRD2011. I purchased this as a replacement of my old NPRD1995 which I have used for a very long time. I noticed that the print function now truncates the operating experience from 0.000000 to 0.00. The loss of significant level of detail inhibits the use of the NPRD2011 to derive composite prior based on similar systems.

I submitted my ticket on April 25th. I finally received a response on May 12th. The response was inadaquate and unsatisfactory. Pointing fingers at standard applications to rationalise the technical flaw is not right. The response "We will have to look into that error." shows a level "caveat emptor" that I've not previously experienced from RIAC.

If I had to complete the purchase survey for the NPRD2011 over, the response would be negative. If I had to respond to a survey on the customer service response it would be negative. And If I had to recommend the use of the RIAC Products, I would have to consider the implications of the NPRD2011 and response received.

As a follow-on, I attempted to respond to the customer service reply. Your customer service ticket system failed to accept or post my comments to the thread. Again, all I can say is "caveat emptor"

[dnicholls]

Roger,

First, I apologize that RIAC has taken so long to respond to and, hopefully, resolve your problem with the NPRD-2011 print capability. We were finally able to locate and fix the specific issue that you noted, and I want to thank you for bringing it to our attention. Yours was the first instance of this problem that was reported to us.

Regarding the web-based RIAC Inquiry Ticket system, we have had a meeting to address how we may better perform in this area and will be instituting the following changes: (1) we have changed the process for monitoring the status of RIAC Ticket Inquiries so that I (as RIAC Operations Manager) will be copied on all incoming/outgoing inquiry traffic to ensure that excessive delays in response time are avoided, (2) we will send automated email reminders to the customer when RIAC requests additional information from that customer before the inquiry can be fully addressed and closed; and (3) we will investigate development of an automated feedback email process for all Closed Tickets to obtain customer confirmation that the RIAC response has properly addressed the initial (or follow-on) inquiries.

Again, I apologize for our delayed response and resolution to your problem. We do value all of our customers, and appreciate your support of RIAC in the past. We will continue to work hard to restore your confidence in dealing with the RIAC in the future.

David Nicholls
RIAC Operations Manager

Mr. Nicholls,

This is the level of response I've come to expect from RIAC. I appreciate the time you took to respond to my frustration. As always, one answer leads to additional questions. Will RIAC provide an update/correction to those currently holding the Automated Data Book with NPRD2011? WIll the correction be made available to those who are currently in the process of procurring the product, or should we wait until the correction has been implemented and the product updated?

Respectfully,

Roger Kleinhammer

[dnicholls]

Good morning Roger,

We are investigating how difficult it may be to notify and update the approximately 350 copies of NPRD-2011/Automated Databooks that have been sold to date. Since it appears that the User may have to uninstall the previous version before installing the corrected version, this may not be the best approach for all users. As I mentioned, you are the first to have identified this problem. As such, we may handle this on a case-by-case request for the established customer base.

The software has been corrected and is now the version that will download with all orders of the NPRD-2011 Automated Databook. Effective yesterday afternoon, we have removed the incorrect NPRD-2011/Automated Databook CDs from our stock and are replacing them with the updated version.

Please let me know if you have any additional questions, or if I can be of further service.

David Nicholls
RIAC Operations Manager

Mr. Nicholls,

I received the instructions needed to download and reinstall the RAD. I took a little time to go through the current version and verify that I would be able to meet my customer's wants. The functionality to capture and print to clipboard/file is performing as expected. All relevant details are clearly available. In addition, I was able to capture the source data pop-up details using the windows copy/past function. That helps when we describe the original data source and provide explanations for inclusion and/or exclusion of data records used to derive composite priors based on part type similarity.

I wanted to express my appreciation to you and your folks. While I got frustrated, you were able to resolve the issue and respond quickly.

Please let your team know that I appreciate their efforts.

Respectfully,

Roger Kleinhammer