While some publications like Infoworld want to call in to the regular support queues to test the typical customer experience, most reviewers just don't have the time to wait on hold. And staff this with your best people who can return the calls quickly and give solid advice. I've often gotten support that has turned my opinion of a product around completely because of uncovering some hidden feature. Understand how each reviewer views beta products . Figure out the policy and work it into your overall program.
All software has bugs, it is a fact of life.
However, a bug that locks up a machine entirely is a different kind of bug from one that disables a particular feature. Understand what your own engineers are telling you and make sure it is the truth . Often times they will gloss over deficiencies or soft-sell benefits. Get your own house in order before you go on the road to demonstrate the product or write the press kit. Make sure you can articulate a product's uniqueness and understand how to present its competitive position to the reviewer .