Well, I tell you. The best support philosophy in my opinion is that of the isp I once worked at that said if some 82-year-old sunbird was considering closing his account because he couldn't print his email, then his printer problem was our support problem. We had enormous customer loyalty and while a few customers became notorious for calling all the time with totally unrelated issues, for the most part this policy was not abused. And in the year I was there we went from being biggest in southern NM to having customers all over the state.
What I am trying to say is that if Doug, who has a web host, cannot with due diligence install on 2003, then the CF has one fewer web hosts available when 2003 comes out. This is regardless of whether it is a MM problem or a M$ problem or a Doug problem (which I don't think it was). And this same logic applies to mere users. If I can't get CF to work for me I will wind up not using it. So it makes good business sense to make to product easy to install. Which it does not appear to be. My .02 Dana Dave Lyons writes: > umm ok > And I supposed that Microsoft should "own" the problem of all the virus's > that attacks on their unsecured software. And that they should personally > send someone to every persons home who has been hit with a virus to retrieve > their data and reformat their machines for them. Because after all their > software is faulty & unsecured, correct? > > > By the sounds of it mayhem MM needs to be better at communicating but some > of this bashing of them is complete Bullsh*t. > > I understand people are frustrated but come on! > > I don't know about mike yet but it looks like the problem that Doug is > having has to do with IIS stalling & last I had checked, even though there > hasn't been a take over rumor this week, is that IIS = M$ and MM is not M$, > therefore not MM problem to deal with. > > > > > > > > ----- Original Message ----- > From: "mark brinkworth" <[EMAIL PROTECTED]> > To: "CF-Talk" <[EMAIL PROTECTED]> > Sent: Saturday, June 07, 2003 3:07 AM > Subject: RE: Very unsatisfied with Macromedia's support attention ... > > > > Somebody within Macromedia should 'own' the problem, > > and ensure > > > > a) that it is being dealt with within Macromedia > > b) that the client is regularly informed as to the > > status of their problem. > > > > That person need not be a developer. > > > > Cheers > > > > --- Angel Stewart <[EMAIL PROTECTED]> wrote: > I > > completely understand how this happens. > > > > > > As a web developer I remember getting asked several > > > times by management > > > to 'call the client'...in the middle of coding > > > something. > > > I sat there thinking," Call the client? To say what > > > that we haven't > > > figured it out yet?" and most of the time went back > > > to coding ;-) > > > > > > After reading what you're saying..I can see how the > > > communication is > > > important when one puts themselves in the position > > > of the client. > > > Though I still don't think the developers should be > > > doing the calling > > > ^_^ > > > > > > -Gel > > > > > > > > > -----Original Message----- > > > From: [EMAIL PROTECTED] > > > [mailto:[EMAIL PROTECTED] > > > > > > Christian, > > > > > > I don't care to get into the middle of this but > > > after reading this post > > > one of your comments tended to jump out at me. The > > > fact that there's > > > been some internal email on the topic really doesn't > > > mean squat to a > > > customer who's trying to figure out WHY nobody is > > > communicating with > > > HIM. > > > > > > I've had this EXACT same problem with Macromedia > > > (and other companies > > > such as Microsoft, etc.) who for some reason seem to > > > think it's > > > perfectly ok to leave the customer hanging out > > > there. I've told > > > Macromedia people in the past "Look, I understand > > > these things take time > > > to fix. I don't care if you have an answer for me > > > today but I do want > > > SOME form of communication EVERY DAY, even if you're > > > just calling or > > > writing to tell me you don't have an answer yet. At > > > least I know I > > > haven't been forgotten." > > > > > > Seems like such a simple concept and yet many > > > companies (and even people > > > in > > > general) just don't get it. There's absolutely no > > > excuse for poor > > > communication. It takes all of 30 seconds to send > > > an email saying: > > > > > > "Hey Mr. Smith, just wanted to let you know we're > > > still looking into > > > this and haven't forgot about you." > > > > > > It's been my experience that tech support is a lot > > > like web > > > programming... if you give someone a "Please Wait" > > > screen on a form > > > submission... they're a lot more likely to wait > > > patiently. If you just > > > give them a blank page... they tend to hit the > > > reload a lot. ;-) > > > Feedback is often overlooked. > > > > > > Just my 2 cents. > > > -Novak > > > > > > > > > > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Archives: http://www.houseoffusion.com/cf_lists/index.cfm?forumid=4 Subscription: http://www.houseoffusion.com/cf_lists/index.cfm?method=subscribe&forumid=4 FAQ: http://www.thenetprofits.co.uk/coldfusion/faq Get the mailserver that powers this list at http://www.coolfusion.com Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=89.70.4
