How not to ask for help with an installation problem

Darren

I thought this was a perfect example of some of the emails we receive. I should add that less than a fraction of 1% of our subscriber base has an issue and of those most ask politely for help and provide some info on their issue.

This came in this afternoon:

253 · Posted: Sat May 23, 2009 4:19 pm Post subject:

If it was me, I'd be inclined to provide a refund and tell them to naff off as we don't need their custom. Cool

Enjoy the swim and have a 'cold one' afterwards.
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Triumph Tbird 1700. And now a Bonnie T100.

mikealder · Posted: Sat May 23, 2009 9:18 pm Post subject:

PaulB2005 · Posted: Sat May 23, 2009 9:50 pm Post subject:

Also the user will still have a copy of the database as there is no tangible product to return for the refund...

But as Mike says, if only they asked...

253 · Posted: Sat May 23, 2009 10:24 pm Post subject:

Yep, I know you are right.

I just don't have the patience of Job to put up with that all the time.
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Triumph Tbird 1700. And now a Bonnie T100.

Darren · Posted: Sun May 24, 2009 9:35 am Post subject:

Paul hit the nail on the head. Where a user has truly struggled with basic computer concepts I have on occasion spent a great deal of time walking them through it via email.

But refunding will always raise the suspicion that it's a ruse to get free access. The lengths some people will go to in securing unpaid access rarely fails to amaze me.

At the end of the day though, we have provided access to the data, we are under no obligation to support installation or to undertake tuition in basic computer concepts.

There is also the worry that some people are more than happy to give their credit card details and purchase on the internet yet have no idea what the terms copy & paste or files & folders mean!

Perhaps we need an Internet Licence? AOL'ers need not apply Wink

And I apologise if I seem to be regularly sounding off here, but it allows me to vent my frustration and gauge if it's just me that finds somethings maddening Laughing

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Darren Griffin

DennisN · Posted: Sun May 24, 2009 11:16 am Post subject:

Do I have to tell you again? Pass him over to the DennisN support desk! Stop it!

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Dennis

If it tastes good - it's fattening.

Two of them are obesiting!!

Darren · Posted: Mon May 25, 2009 9:07 am Post subject:

Got another cracker this morning:

Darren · Posted: Sun May 31, 2009 2:12 pm Post subject:

The member whose email prompted the opening post has now replied. I post this as I'm sure many of you will find it interesting if not amusing what happens in the 'back office':

DennisN · Posted: Sun May 31, 2009 10:27 pm Post subject:

It is not on for him to take it to a member's house for them to download and install - he needs to download his own copy.

I believe you have my mobile number, Darren. Pass it to him and tell him to ring me (his phone bill) and I'll talk him through it gently and carefully (not the DennisN Grumpy Helpdesk method) Laughing

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Dennis

If it tastes good - it's fattening.

Two of them are obesiting!!

DennisN · Posted: Sun Jun 14, 2009 12:56 am Post subject:

Just an update concerning this guy. Darren passed him my phone number and it then took him until Saturday 6th June to text me, not phone. I phoned him to discuss it on my phone bill and we eventually agreed he'd phone me on the following Tuesday evening when we would take an hour over download and installation and training on how to do it himself (ready to do it again on his own with the next new database, the following day, Wednesday). I sat by my PC all Tuesday evening with a notebook full of notes to make sure we went through everything, no call. When I texted him Wednesday to ask why, he took all day before replying that he'd been busy and he'd text me when he's ready.

Now I really don't mind helping somebody out, but like Darren said, you kinda expect, or at least hope, you'll get a bit of shared workload here.

So I'll wait and see how it goes. He started this off three weeks ago, took two weeks to get in touch with me and has been another week already without starting the business.
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Dennis

If it tastes good - it's fattening.

Two of them are obesiting!!

rockin_plumber · Lifetime Member Joined: Nov 15, 2007 Posts: 111

Some people really are beyond help

Laughing

AliOnHols · Pocket GPS Verifier Joined: Oct 15, 2008 Posts: 1936

Call my cynical if you like but he probably has the database installed and working and was trying it on to get his money back as well. He has realised that you do actually want to help him (a most unusual trait with some retailers) and is running scared. 11 out of 10 to Darren and DennisN for CustomerCare beyond the call of duty.
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Border_Collie · Posted: Sun Jun 14, 2009 7:32 pm Post subject:

After downloading last Wednesdays Cameras I find my car is hard to start. It's only happened since I installed the new cameras. I realise I'm a lifetime member but as the database is worth £19.99, nay more than that, lets say £59.99, I would appreciate a refund immediately or the cost of having my car repaired. Very Happy

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253 · Posted: Sun Jun 14, 2009 10:28 pm Post subject:

excellent.
The battery on my bike is on the blink, am I covered for that as well? I did connect the TT to it once ans was using the PGPSW database.
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