While we attempt to develop error-free products, we recognize that our products:

• are complex enough that we are likely to have some bugs
• operate in environments with numerous variables to which we have no access

Within the limits of commercial viability, we will do our best to address issues and to keep you informed about the progress during such efforts. Although we've had a number of similar comments, one customer had this to say about our support efforts:

"... I appreciate your thoughtful, informative and customer focused response. I have an MBA in marketing and my job is largely serving others but I have to tell you that I rarely have an interaction with the positive tone and tenor that you provided. Kudos and keep up the good work."
K.K., Muncie IN, USA

If you report a product issue, the more you can tell us about the issue, the more likely we are to be able to react quickly. In particular, knowing the following is often useful:

• what you were doing when the issue was encountered
• any error messages that were displayed, especially any numbers in the message (our error dialogs allow you to select and copy/paste the message)
• the basics of your system configuration

As always, if you have suggestions about our products or services, please let us know. Some of the best ideas come from users.

Mac OS X Preference Problems

It is not uncommon that a preference file becomes corrupted in Mac OS X. If you suddenly have strange behavior and/or a crashing application, a preference-file corruption may be the issue. The MacInTouch site (one of our favorites!) has a good resource on Corrupted Preferences Files.