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The Joys of Supporting Software
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Darren
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Joined: 11/07/2002 14:36:40
Posts: 23847
Location: Hampshire, UK

PostPosted: Wed Apr 06, 2011 8:18 pm    Post subject: The Joys of Supporting Software Reply with quote

This is one of the less enjoyable types of exchange I have to deal with on the Support Side:

First Contact
Quote:
No place to ask for this download. Only your annoying take care you are not using the latest database!

So I replied (within 2 mins of the ticket being posted)
Quote:
Good morning.

You update the database via Settings (the cogs icon) - Manage Cameras. On that page you will see your subscription status, user-name, the server and device database versions and the download button,

The user-manual can be read here:
http://www.pocketgpsworld.com/cameralert.php

And this evening I get this:
Quote:
Dear Darren, if I had the latest update why does your female voice in program scream at me to "take care you are not using latest database"? And why does the tools page show a red message indicating that I should fetch update from server. Without doubt this is worst app I have had and will say so in my review.... It even stayed silent whilst I was on top of a speed camera today... Total waste of cash.


Now whilst I can understand that, no matter how hard we try, we will never please everyone, it is the attitude of a small minority that we deserver to be slated in a review when they have spent a whole 59p.

Had we ignored his rude request for help? No. Had we replied dismissively of his issue? No. But despite all that, we will earn a negative review.

I'd dearly love to meet some of these people in person. They wouldn't act like that in face to face dealings were common courtesy is still the norm.

Oh well, at least we have his 59p, now what shall we spend it on?
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Oldboy
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Joined: Dec 08, 2004
Posts: 10607
Location: Suffolk, UK

PostPosted: Wed Apr 06, 2011 8:33 pm    Post subject: Re: The Joys of Supporting Software Reply with quote

Darren wrote:
Oh well, at least we have his 59p, now what shall we spend it on?
You won't get much change with a '1st Class' stamp. Rolling Eyes
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Richard

TT 910 V7.903 (9183/081205) OS:2344
Europe version 1045.10005
TT Via 135 App 12.075
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Darren
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Joined: 11/07/2002 14:36:40
Posts: 23847
Location: Hampshire, UK

PostPosted: Wed Apr 06, 2011 8:36 pm    Post subject: Reply with quote

13p, can I buy anything with that?
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Andy_P
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Joined: Jun 04, 2005
Posts: 19991
Location: West and Southwest London

PostPosted: Wed Apr 06, 2011 8:42 pm    Post subject: Reply with quote

100ml of unleaded?

(if you shop around!)
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Oldboy
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Joined: Dec 08, 2004
Posts: 10607
Location: Suffolk, UK

PostPosted: Wed Apr 06, 2011 8:43 pm    Post subject: Reply with quote

You might find a 10p toilet ..... and you'd be 3p rich. Cool

If it's a 20p toilet .... I afraid it's not your lucky day. Twisted Evil
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Richard

TT 910 V7.903 (9183/081205) OS:2344
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M8TJT
The Other Tired Old Man
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Joined: Apr 04, 2006
Posts: 10072
Location: Bexhill, South Sussex, UK

PostPosted: Wed Apr 06, 2011 8:44 pm    Post subject: Re: The Joys of Supporting Software Reply with quote

Quote:
why does your female voice in program scream at me to "take care you are not using latest database"? And why does the tools page show a red message indicating that I should fetch update from server. .
Does that not sort of give the clue that he was possibly not using the latest database?
Quote:
It even stayed silent whilst I was on top of a speed camera today
Possibly because he was going the 'wrong' way for a directional cam???

Like you, I can't understand people like that. The really get up my nose, and obviously Darren's Confused
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mikealder
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Joined: Jan 14, 2005
Posts: 19638
Location: Blackpool , Lancs

PostPosted: Wed Apr 06, 2011 9:11 pm    Post subject: Reply with quote

Did the e-mail address end @aol.com per chance?? Laughing - Mike
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Darren
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Joined: 11/07/2002 14:36:40
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Location: Hampshire, UK

PostPosted: Wed Apr 06, 2011 9:15 pm    Post subject: Reply with quote

No, the gentleman (and I use that with sarcasm mode ON) had an email address that points to a HR Consultancy. I wish I could leave his business some feedback in the same vein.

There's simply no justification for such an attitude. If we had ignored him, then OK, but I'd tried to help. Not going to bother gracing him with a further reply.
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MaFt
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Joined: Aug 31, 2005
Posts: 14462
Location: Bradford, West Yorkshire

PostPosted: Thu Apr 07, 2011 7:23 pm    Post subject: Reply with quote

Darren wrote:
No, the gentleman (and I use that with sarcasm mode ON) had an email address that points to a HR Consultancy. I wish I could leave his business some feedback in the same vein.


Send them an email touting for business. If they don't reply within 2 minutes send them a rude one saying "well, i guess you don't want our business then, you suck. good luck running a successful enterprise".

or maybe not...
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mostdom
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Joined: Jul 10, 2006
Posts: 1964
Location: Surrey, UK.

PostPosted: Thu Apr 07, 2011 7:51 pm    Post subject: Reply with quote

MaFt wrote:
...wrote something funny.


Laughing I actually like that idea. worth a laugh at least!
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Dom

HERE LIES PND May it rest in peace.
Navigon 7310/iPhone Navigon&Copilot
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UKenGB
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Joined: Dec 07, 2010
Posts: 6
Location: Chertsey

PostPosted: Fri Apr 08, 2011 8:51 am    Post subject: Reply with quote

I am constantly amazed at how cross some people become at their 'waste' of a paltry 59p. Undoubtedly there are some apps that don't quite work as expected, but usually they get fixed. However, in many cases it seems that the user had unrealistic expectations and then get in such a lather and demand that they be refunded for their purchase. Now I don't have spare cash to throw around, but all that over 59p. Really.

I put it down to lack of intelligence.
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UKSNAPPER
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Joined: May 01, 2007
Posts: 22
Location: Telford Shropshire

PostPosted: Fri Apr 08, 2011 9:02 am    Post subject: rude gits Reply with quote

Some people really do have problems following instructions on a computer screen ,could be dyslexic (like me) and it can be incredibly frustrating to have a "Groundhog day" experience culminating in venting ones frustration at an anonymous person!
just be grateful that you are "Normal" or seem to be to me Very Happy and accept that the correspondent is living a sad unfulfilled life.
Now Im getting ready for a nice weekend relaxing.
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richardjking
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Joined: Apr 17, 2006
Posts: 3
Location: Sennen

PostPosted: Fri Apr 08, 2011 9:47 am    Post subject: Reply with quote

My first time of mailing. For many years have been more than happy to receive updates; then recently downloaded the Android app.
You guys do an excellent job, & I've recommended you to friends on many occasions.
No accounting for folk, and it must be disheartening, but please continue your wonderful work.
All the very best, and thank you again.
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DennisN
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Joined: Feb 27, 2006
Posts: 14755
Location: Keynsham

PostPosted: Fri Apr 08, 2011 11:06 am    Post subject: Reply with quote

In practical terms, I guess this plonker bought the app on Wednesday afternoon, then got his free latest update, then the database was updated on Wednesday evening, then he got told he was not using the latest database - a series of coincidences. No excuse for his attitude, of course, but perhaps the reason. And if he'd posted that to me, I fear I'd have reacted rather less than politely. I remember my first TomTom - after my first trip out with it I fired off an irate message to TT saying the **** thing wouldn't navigate to a postcode. They replied that menu item blah, blah showed where to type the postcode and the manual was at blah, blah. I thanked them, apologised and crawled away into my hole and have since tended to make sure I've explored every possibility before letting go. I'm afraid I don't have dyslexia as my reason for not reading manuals - I'm just an idiot who thinks he can manage without.

The suggestion to email his HR organisation and raise a stink if they don't answer inside three minutes is a great idea, but sadly unuseable - you mustn't abuse dataprotection that way. Just log his email address into all the porno sites you can find! Laughing Laughing
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Dennis

If it tastes good - it's fattening.

Two of them are obesiting!!
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Oldboy
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Joined: Dec 08, 2004
Posts: 10607
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PostPosted: Fri Apr 08, 2011 11:27 am    Post subject: Reply with quote

DennisN wrote:
Just log his email address into all the porno sites you can find! Laughing Laughing
There speaks the voice of experience. Shocked Wink
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Richard

TT 910 V7.903 (9183/081205) OS:2344
Europe version 1045.10005
TT Via 135 App 12.075
Europe v 1055.10439
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