02/13/2003 Entry: "Distributing Clue To Users"
Posted by Maynard @ 10:38 AM MST

Distributing Clue To Users

I can't stand users sometimes. I had to take a tech support issue this morning: "I couldn't get your program to run. Maybe the download was corrupted." So I call this guy. I soon realized that the Tech Support Caller Warning System had to be set to High, or at least Elevated.

The user had sent an e-mail: "I couldn't get your program to work. Maybe the download was corrupted". Perfectly sensible, so I called the user. Turns out that they had tried to run a copy of our program that he downloaded from the Upgrade page. In order to login to download from that page, you have to enter a hardware key number, the version you want, and a password.

His company had never purchased FRED, so they had never received a hardware key. How he was able to download in the first place is beyond me, especially since there are several pieces of text indicating you should have paid in order to get the new download.

Sometimes users drive me nuts. Don't get me wrong, I (speaking for my employer) enjoy taking customers money if they give it willingly. Clueless users have a wonderful ability to breed patience in a redeemed heart and anger in a defiled heart, and dealing with them when they are ignorant and/or slow is good for my soul. Besides, its incidents like this that allow us to improve our own processes and administrations.

Replies: (1)

Jeremy: "What? You went in a torqued you .ini files on a whim? Well, here, we can send you another in your E-mail."

Customer: "Thank you so much, you are a life saver."

Jeremy: "No, thank you. That will be a hundred dollars."

Posted by Jeremy @ 02/13/2003 01:12 PM MST

Add A New Comment

Name

E-Mail (optional)

Homepage (optional)

Comments