We can't duplicate the problem is just that. As an example, I was
recently having a problem in Word 2007. It wasn't a big thing, but an
annoyance. I emailed GW support explaining the issue. I received a
response asking for a document where I was experiencing the issue, and
requesting exact key strokes. I provided this and they weren't able to
duplicate it. Mike asked me to give them a call when I was at my
machine. I did, he saw that exactly what I was talking about. He asked
me what view I had it in. I had mine set to normal or draft view, his
was set to print view. When he switched to the normal view he saw
exactly what I did. When I switched to print view the little annoyance
was gone. They discovered a bug they didn't know about and I found a
work around in the mean time. So, it may be some little obscure setting
that may make the difference.
Melissa Smith
On 12/14/2011 10:36 AM, Mike Pietruk wrote:
Sandra
This issue is so complicated. It goes even further than I initially
thought as there are so many different processors, video drivers, and all
the rest.
I think we get the wrong idea when we hear this familiar refrain of "we
cannot duplicate the problem." If we are experiencing the difficulty, the
reflex reaction is we hear someone saying that the problem doesn't exist.
That's not what the intent of the refrain is. They are not saying that
the problem isn't there, but that they cannot see it.
And how can someone fix something if they cannot see it.
That's no different than bringing your car to the dealer and saying I am
getting this or that.
If, when they have the car on the rack and test equipment, nothing shows
up, they cannot do anything.
How can you fix something that you cannot isolate? Well, you cannot.
Very frustrating, of course, from the customer end and it sounds harsh;
but that's the reality.
Our experience determines our persuasion.
Ray pritchard in the sermon "Chariots of Fire"
http://www.keepbelieving.com/sermon/2006-03-08-Chariots-of-Fire/
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