Online support 
Author: James BeckerCustomer’s question:
Just installed Website Evolution 13 and so far have had a number of problems. First of all any time I try to manipulate images, the program crashes (yes I've tried all the usual 'helpdesk' stuff to no avail and secondly where has my enable image transparency gone to? A number of my sites and images included enabled transparency - but it's not there in E13 - I hope this hasn't been dropped as it was a major feature of X5 as I don't have to drop out of it every few minutes to go into another program to edit an image. Anyone else noticed this ommision?
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Response from an Incomedia rep:
Hello %&#^,
Have you read the helpfile? It explains the new transparency options in version 13:
http://help.websitex5.com/en/v13/pro/index.html?modello_struttura.htm
Kind regards,
Paul
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What a bloody condescending and rude response from Paul O. (Moderator) to a question posted by a user, read “customer”!
He obviously knew the answer to the customer’s question… but rather than give the answer he chooses to tell the customer to “read the helpfile.” Why not just answer the question!
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What has happened to “real” support/customer service in the software industry? As far Incomedia is concerned… it seems to be almost a thing of the past… if “Paul O.” response is typical.
Hello James,
I have referred this thread to Incomedia. I am hugely disappointed in your comments.
I will often point users to the helpfile as the WebSite X5 helpfile is vast, comprehensive and detailed, and the answer is always in there.
Many users overlook the helpfile, or do not even realise it exists. There is no need to reinvent the wheel. An answer can often be given via a link, instead of having to regurgitate several paragraphs.
This is not being condescending or rude. It is a good use of time from someone who does not work for Incomedia and gives of their time freely to try and support other fellow users. I am not an Incomedia rep, and I have never knowingly or willingly given anyone this impression. This is a figment of your imagination.
If you want 'real' customer support (as you call it), then open 'Private' threads in future. The option to do so is clearly presented each time you create a thread. In this way you will receive responses only from the Incomedia support team.
I have marked your post for Incomedia's attention, as the language is appalling, directly contravenes the forum's terms and conditions, and is abusive. I remind you that by accepting the terms of the WebSite X5 software licence you agreed to abide by Incomedia's rules with respect to customer support, and fair use of this support forum.
Please be polite on the forums, to all. We are here to help each other.
Kind regards,
Paul