Good morning from a chilly Phoenix.
I don't really wish to insert myself in this dispute, but it just seems to
me that the proper way to resolve an important issue is to contact GW tech
support directly. At least, that is how I would do it.
Alan
----- Original Message -----
From: "Andy Baracco" <[EMAIL PROTECTED]>
To: <[email protected]>
Sent: Wednesday, December 10, 2008 6:25 AM
Subject: Re: lots of problems with Window-Eyes 7.01 (more unhelpful subject
lines)
Gee! Don't you guys ever sleep/
This discussion has been going on for at least two days without
interruption. Do you find time to eat, sleep, . . . ?
Andy
At 03:56 AM 12/10/2008, you wrote:
John
About the last thing someone who reports frustration with a program wants
to read is being taken to the woodshed for reporting that difficulty.
Keep in mind that, more often than not, someone writing here is
exceedingly frustrated at that given time and place. It's hard enough for
them to compose the msg, hopefully including enough relevant info to
uncover what may or may not be happening.
When well-intentioned apologists ridicule such postings, all you are
accomplishing is hurting not helping GwMicro.
I doubt that Dan, Doug, Aaron, or Mike take user complaints as personal.
They well understand that, at a given time and place, that user is
frustrated, up a wall and perhaps loosing valuable time in attempting to
accomplish something that they just cannot do.
Telling someone that they verbalized things wrong, their issue is not an
issue only hurts the company you are trying to help.
I only wonder how many folks don't report issues -- I know I have -- due
to the unfriendliness of some here or the fear that they will not be
treated with sympathy rather than with derision.
The feel of this list is that of an unfriendly place, a place where a lot
of folks haven't checked their egos at the door, where one upmanship is
key, where reporting problems must be done with an eggshell mentality, et
al.
And that attitude isn't coming from the staff; it is coming from fellow
users who presumably are hear to share and assist each other and report
difficulties.
This isn't an advertising list; it is a support list.
Support, by its very nature, is complaint driven or difficulty driven.
Few folks would post a msg today saying "Another perfect day using WE. No
crashes, no difficulties -- just thought I would let everyone know."
They tend to post when something goes awry -- as they should -- as that is
one of the means the software developers have of uncovdering things that
may have worked flawlessly in the lab but not quite in the real world
where
there are a endless number of configurations, compatabilities, hardware,
other software and the myriads of other things that make each pc running
WE somewhat unique. The more unique situations that are uncovered, and
dealt with, the greater the possibility of remedying things.
And remember, one user's difficulty may well represent many many more that
have not been reported or yet experienced.
And if those gaps can be filled before others experience them, the better
customers view GwMicro.
So protecting GwMicro is hardly a positive thing on a support list; they
need to hear the problems, whether legitimate fixes are required or users
need direction, so that others down the road can either be instructed or
unknown holes in the software can be plugged.
Grandstanding is for marketers and advertising people and the province of
the pr department. Addressing customer issues is the realm of support.
Anyone who has ever dealt with support realizes the need to comfort and
reassure and solve and not deride or chastize.
That's the way to send those customers to the competition.
The Great Commission
is not an option to be considered; it is a command to be obeyed.
Hudson Taylor
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