Everyday I get someone who asks me to make a recommendation on what they should do with their software. They don't like making their own choices. Basically they want the program to do everything they need it to do out of the box or they want to call up and have us tell them exactly what to click.

This is a lot like going to a store and expecting the cashier to tell you what you should buy. Especially after all you've told them is that you have a three-bedroom house and a car. So, ok, the cashier figures you should buy some wool carpets, and maybe a couch? So you the customer dutifully go off and put those things in your cart and take them home.

... when you get home you realize that you already have a couch! And upon carrying in the rug you find that you are allergic to wool and now you're itching all over.

Now, you are an unhappy customer and you go back to the store and complain to the cashier's manager that you bought these things, one you didn't need and the other that caused you problems, and it's the cashier's fault for telling you to buy these things.

Yeah, right.

Don't get me wrong. I have no problem guiding someone in how to use the program. I also am happy to tell them how to do a specific action they want, when they don't know how. Using my previous example, in which I am the cashier...

Customer: I want to be able to put drinks and my tv remote on something in my living room.
Me: Ok, the purchase you need to make for what you are asking for would typically be a coffee table. Do you have room for a coffee table?
Customer: I think I do.
Me: Ok, you go to department 5 to get the coffee table. When you get it home, make sure you set it on it's legs.
Customer: Thanks, that's all I needed.

See? See how easy that is? The customer told me what he wanted and I told him how to get it!

The things you as a customer need to know before you ask me these kinds of questions:

1. What is my environment like? (In the case of computers this means... how much RAM do I have? What kind of CPU do I have? Do I have other software running on this machine?)
2. What do I want this software to do?
3. Am I prepared to work? (Meaning, at the computer and without other distractions)

So, Mr. Admin, call support! But don't ask them to make up your policies for you or do all your work! That's what you get paid for!!

Labels: admin, advice, phone, phone support, question, questions, ram, requirements, software, support, system, technical, technical support

The latest news from the The Fun Company Tech support front:

News Flash! Software company removes redundant feature! More at 10'o clock....

So, recently we put out a new version of our software. Lets call it The Bean version 2.0.
It is a piece of software that is run with another program that goes on servers.

In our original software - Jumping Bean v.1 it jumped all on it's own, because the platform we were installed on (called The Table) was flat and unmoving. Recently, The Table was changed to The Trampoline Table and now the jumping component of our Jumping Bean v. 1 is obsolete.

We recently changed the name and removed that functionality, so now it's just "The Bean v2.0". We also have an optional add-on called "SuperJump" that can be purchased at an additional fee.


I had an admin call me yesterday, and this was the basic conversation:



Admin: "So, I found out you took the jump out of the Jumping Bean Software."

Me: "Yes Sir, the regular Jump function no longer exists."

Admin: "I was using that function. Why did you take it out? "

Me: "Well, Sir, because your Table software added the Trampoline function, it does the bouncing now. "

Admin: " I don't like the way my Table software does the bouncing. I want your software to do the bouncing."

Me: "I'm sorry sir, we no longer bounce in this version. But if you like, you can get an extra high bounce by purchasing this add-on called SuperJump .
Or, alternatively, you can uninstall the new The Bean software, and use the old Jumping Bean software instead, or you can also make it jump by hand. "

Admin: "I don't want to pay more. I don't want to make it jump by hand and I don't want to back up to the old version.
I think your company should tell me how to use The Table Trampoline's jump function because you no longer do the jumping."

((Now, remember a few posts back where I gave advice on not asking for advice for a third party program?))

Me: "Mr. Customer, I am not authorized to support the jump feature on your Table Trampoline software. If you would like us to help your beans jump really high, you'll need to get the SuperJump feature in our software."

Admin: "I want you to tell whoever you need to tell that they shouldn't have removed the jump function. I was using that, and it's not fair that you can't tell me how to use the Trampoline function in my Table Trampoline software."


So, this is what happens when software changes. We understand that you are comfortable using the old familiar way. But sometimes that isn't an option. We love that you love our software so much, and we understand that the other guy charges, but that doesn't change the fact that we were doing something that's already being done.

We have a better option, but the better option charges. The reason is because the better option is more of a service, and you get updates every ten minutes. Where before, the option was free, but only getting updates every few months.

Labels: call centers, calling, changes, gone, software, tech, technical, technical support

Everyday I have someone who calls and asks me something so inane I can hardly believe they are calling me. In every piece of software I've ever worked with there is always some sort of documentation that comes with the software that explains how to use it.


Almost always in plain english, all you need to do is follow the instructions. Still, some folks out there won't be able to follow the directions, either because they don't know enough about their operating system (OS) or because they just don't want to. The first of which I can tolerate, but the second..... well, lets just say they should just return the product.


When calling technical support, or heck, lets be crazy... ANY kind of phone support for a piece of software, a device, or even your lawnmower, show that you have some sense, and at least skim through the manual in an attempt to find your answer. If there's a webpage for the company, search there. If there is a forum or bulletin board, search there. The last one is very helpful, in almost all cases, someone else has already asked this question. All of these solutions, even doing all of them in consecutive order will save you umpteen hours of waiting on hold.


So please, save yourself from frustration, and don't call a phone support rep to find out how to do the average normal settings that are in your users' manual. The only exception to this rule, is that you've lost the book, and need a new copy. We are happy to provide these.


That's my rant for today. Have a good weekend!

Labels: admin, advice, help, how to, instructions, questions, software, support, system, technical, technical support