Sunday, October 31, 1999, 9:55:31 AM, Paula wrote:
[Mucho snippage]
> All these examples are from real life. Want more? I could fill a volume.
> How are any of these problems the result of the ineptitude of the users?
Yet for each of those stories there are thousands, literally thousands
where everything works fine for months and years at a time. Furthermore, for
each example you toss out I can toss out dozens of idiot users who cause many
of those problems in the first place.
Furthermore, a lot of those problems are caused by the pressures the same
idiot users place upon the market. They want it all and they want it *NOW*.
> When you have to spend nearly as much time understanding the obscure
> elements of how a tool works, diddling with it, fixing unexpected
> errors, etc., as you do trying to use it for what you want and need to
> use it for, then in my book that tool is frustrating.
Well then, what is your problem. It has *NEVER* been my experience that
this is the case. *NEVER*. Not even on any of the remote calls I've gone on.
10 years of experience with computing in general and I get more use out of my
equipment and have been in many different environments where the machines were
infinitely more reliable than the individuals.
> And, when the quality standard of an industry is 'well, it works OK for most
> people', then in my book that industry is still in the primitive stages of
> developing.
The quality standard of the industry isn't even that. It is, "It
compiles, ship it." Why? Because the market demands new, better, "easier"
products *NOW*. Instead of doing the sane thing and sitting down and LEARNING
what they have.
> Yes, there are the users whose first response when they encounter anything
> they don't know how to do or fix is to call support (or yell across the
> office), and obviously when you are doing support, this is going to be your
> picture of users.
It is reality. I've sat on the phone reading the instructions we sent out
to people word for word. Somehow when they read it it didn't make sense.
When I read it, magically it made sense. Go fig.
> And, I can match every story that a support person can tell about the
> clueless user with one about the clueless support person.
I seriously doubt that. The office I was in. 10 techs. We'd get 10-12
calls a *week* from people who had an incorrect password, cussing us out,
because their *CAPSLOCK KEY WAS ON*. That was at a small ISP. Capslock key.
Think loooooong and hard before replying to that one because we stopped
counting after a while once our curiosity was satisfied.
Inept techs didn't last long there. Inept customers just kept on coming.
--
Steve C. Lamb | I'm your priest, I'm your shrink, I'm your
ICQ: 5107343 | main connection to the switchboard of souls.
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