That's called "Gold Support".
| -----Original Message-----
| From: Rick Faircloth [mailto:[EMAIL PROTECTED]]
| Sent: Wednesday, October 09, 2002 12:10 PM
| To: CF-Talk
| Subject: RE: The Myth of Bugs (Was Huge Ungainly thread of Doom)
|
|
| I realize that technical support is most likely a profit
| center for MM, but what I'm proposing is what an EMT
| (Emergency Medical Technician) is to a patient. Upon first
| having a problem, a patient needs immediate attention. EMT's
| don't arrive on your accident scene, notice you have serious
| injury and ask for credit card assurance that you can pay.
| Their job is to treat as best they can and stabilize the
| situation. If further treatment is required, they take you to
| the hospital (Technical
| Support)
| where more expert care can be provided, and, naturally is more costly.
|
| I know it's not MM's policy to offer free technical support
| under all circumstances, but couldn't they on a limited
| "first contact" basis for forums/lists to try to solve
| problems, but if they can't, to refer the patient up the chain?
|
| It seems reasonable for MM to be willing to spend some of its
| profit to provide *some* free support to the location where
| the patients are showing up.
|
| If the lists are where they are, go there. Don't stand in
| the hospital door and insist that all patients, under all
| circumstances, come to the hospital for treatment and credit
| card authorization.
|
| >For a company that charges for technical support, it makes
| little sense
| >to then provide *free* technical support through a mailing list of
| >forum on a formal basis.
|
| Why not? Is there too much money to be made that would be sacrificed?
|
| It makes perfect sense if it doesn't hurt the business too
| much and keeps the users happier. It's about cost/benefit to
| MM. If MM wants to try to diminish "firestorms", perhaps
| that's the way to do it. What's it's about is providing
| appropriate care of customers without going too far in doing
| so. Sometimes it's good to make sacrifices to keep the
| community happy.
|
| >As it is, several of us at MM provide free support here because it
| >helps. It isn't Macromedia's policy to provide free support.
|
| I'm suggesting that maybe it should be as far as can be
| expected on forums/lists.
|
| Why is this an inappropriate scenario?
|
| Rick
|
| A Business Owner's view--
|
|
|
| -----Original Message-----
| From: Sean A Corfield [mailto:[EMAIL PROTECTED]]
| Sent: Wednesday, October 09, 2002 12:12 PM
| To: CF-Talk
| Subject: Re: The Myth of Bugs (Was Huge Ungainly thread of Doom)
|
|
| On Wednesday, Oct 9, 2002, at 09:28 US/Pacific, Rick Faircloth wrote:
| > I've just been monitoring the thread, but from what I've
| read earlier,
| > this and maybe other CF-lists and other software lists
| might be worth
| > assigning someone to, to monitor and respond to as their "day job."
|
| Like a "Community Manager", you mean? Hey, Vern...
|
| > size of MM, that there would be funds to hire a "Mailing
| List / Forum
| > Troubleshooter" who is an expert in the software AND its use in
| > production who could provide a "first response" technical
| support to
| > users, free of charge...public relations people who are not experts
|
| For a company that charges for technical support, it makes
| little sense to then provide *free* technical support through
| a mailing list of forum on a formal basis.
|
| As it is, several of us at MM provide free support here
| because it helps. It isn't Macromedia's policy to provide
| free support.
|
| An Architect's View -- http://www.corfield.org/blog/
|
| Macromedia DevCon 2002, October 27-30, Orlando, Florida
| Architecting a New Internet Experience Register today at
| http://www.macromedia.com/go/devcon2002
|
|
|
|
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