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- To: wai(--nospam--at)euken.com
- Subject: Fwd: Re: Advertising of the list -Reply
- From: rlewis(--nospam--at)techteam.org (Richard Lewis)
- Date: 05 Aug 1997 18:01:01 GMT
I believe that a software vendor who hires tech support personnel that gives you bad advice or the run around or cannot understand the problem you are having with the software is guilty of having bad tech support as much as the vendor who has a buggy program. When I once tried to install PC Anywhere 32, I had problems. The Symantec tech support was great. Very responsive. To the point. I could tell they are not ashamed of their product when they put their tech support phone number under the "help" toolbar. Most vendors bury the "customer service" phone number deep inside the manuals. On the other hand, When I was having trouble with my Colorado Tape software, the tech support person was taking my problem very lightly and was actually playing around with someone in the office while trying to help me out. The advise was pretty worthless and I was left trying to get my tape drive working on my own. Since that experience, I now have a Ditto drive (surprise!). I happen to think that a well written program needs no tech support or manuals. The misunderstanding is not by the "user". I've been told by someone who writes software that I respect that there is no such thing as "operator errors", just shortcomings of the software. One of the most tedious jobs is to properly error trap a piece of software. Some vendors want to put this off onto an unsuspecting user. I respect your opinion and I don't have any problem with it. However, we don't really know how good a tech support system is until after we buy the software. I think it is fair to report poor tech support response as a benefit to those who are considering buying the software. Regards, Bill Allen ---------- From: Dennis S. Wish PE <wish(--nospam--at)cyberg8t.com> To: 'seaoc(--nospam--at)seaoc.org' Subject: RE: Advertising of the list -Reply Date: Wednesday, March 26, 1997 9:47 AM In theory, I agree with Bill, however, reality is never so clear. Assume for the moment that the user is unable to communicate his problem sufficiently enough for the tech support technician (or software developer) to pinpoint the cause and recommend a solution. This may not have been a common occurrence with Structural Engineering software, but has caused me hundreds of dollars in long distance phone support with major companies. In most cases, I found that the tech simply did not understand either my question, misinterpreted the nature of my problem or led me down a wrong path to be left hanging until the next call. This happens often and just as often proves to be a technical problem with another program that interferes with the one I'm complaining about. Granted, this does not address blatant bugs that are never properly addressed, but should I decide to "flame" the vendor for his inability to solve my problem I may be doing him/her an injustice since the really problem was not his software. This is common in operating systems such as Windows where two or more programs compete for the same memory address and one may not recover well. The point is that I may be mad as heck with vendor A when the problem is really with vendor B. I stand by my statement that each of us needs to post responsibly and not defiantly. Maybe the misunderstanding is ours! Dennis Wish PE ---------- --- Internet Message Header Follows --- Received: from server1.seaoc.org (bqe.com [188.8.131.52]) by host1.texramp.net (8.8.5/8.8.5) with SMTP id RAA16395 for <rlewis(--nospam--at)techteam.org>; Wed, 26 Mar 1997 17:30:08 -0600 (CST) Received: from darius.concentric.net by server1.seaoc.org (NTList 3.02.10) id ra011093; Wed, 26 Mar 1997 15:01:45 -0800 Received: from cliff.cris.com (cliff.cris.com [184.108.40.206]) by darius.concentric.net (8.8.5/(97/03/20 3.25)) id RAA27252; Wed, 26 Mar 1997 17:59:15 -0500 (EST) [1-800-745-2747 The Concentric Network] Errors-To: <ballense(--nospam--at)concentric.net> Received: from ALLENDESIGNS (61026d0019la.concentric.net [220.127.116.11]) by cliff.cris.com (8.8.5) id RAA03786; Wed, 26 Mar 1997 17:59:13 -0500 (EST) Message-Id: <199703262259.RAA03786(--nospam--at)cliff.cris.com> From: "Bill Allen, S.E." <ballense(--nospam--at)concentric.net> To: <seaoc(--nospam--at)seaoc.org> Subject: Re: Advertising of the list -Reply Date: Wed, 26 Mar 1997 14:59:57 -0800 X-MSMail-Priority: Normal X-Priority: 3 X-Mailer: Microsoft Internet Mail 4.70.1155 MIME-Version: 1.0 Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Reply-To: seaoc(--nospam--at)seaoc.org Error-To: seaoc-ad(--nospam--at)seaoc.org X-Loop: seaoc(--nospam--at)seaoc.org X-Info: [SEAOC] Owner: seaoc-ad(--nospam--at)seaoc.org X-POP3-Rcpt: seaoc-ad(--nospam--at)seaoc.org X-Sender: seaoc-ad(--nospam--at)seaoc.org Precedence: list X-ListMember: rlewis(--nospam--at)techteam.org [seaoc(--nospam--at)seaoc.org] __________________________________________________ Richard Lewis, P.E. Missionary TECH Team rlewis(--nospam--at)techteam.org The service mission like-minded Christian organizations may turn to for technical assistance and know-how.
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