New Installations and Upgrades-- Whose to Blame!

  spuds 12:33 24 Aug 2003
Locked

Reading through the various postings within the PCA forums, we seem to have a continuing debate about support services and providers.The main points seem to stem on who or how these services should be provided and how should they be financed, and to what degree of technical support level should be offered.

How many times have you purchased and installed a product, and then found you have a serious problem to solve. Software that your computer does not reconize, even though the software packaging states that it is compatible.This usually results in trying to get answers from the manufacturer or supplier, with delays and sometimes total confusion, which leads to poorer customer relations.Look at some of the larger software companies, whose products require patches and configurations, because the product was released too early.

Hardware can also have its problems.You purchase something like a printer or scanner device, and then find the drivers supplied are not fully workable, so it is the customers route to download new drivers fron the internet, if they are available, or send lengthy emails, hoping that you will get a prompt reply.Sometimes alternatives have to be found.That is where PCA usually comes into the running, with the great support and advice freely given by knowledgable contributors.

The point that I am trying to make, is surely,if the product and all the advertising that goes with that product states something then that product should do it.Why should the customer have to chase up further sources, so that the product works. This ruling seems to be more acceptable within the computer world than in any other industry, but why should it.

Queries raised--now over to you!.

  Forum Editor 12:58 24 Aug 2003

(for that's what your post is about) is a complex one, and isn't something that is ever going to be completely solved.

In an average week I probably use around a dozen different machines - mainly when I'm visiting clients - and it's rare to find two that 'feel' the same. People fiddle and tweak, and on private machines I find all kinds of obscure software applications - many of them things that people have downloaded from one web site or another.

Imagine that you are writing a driver for say, a scanner that has to work in WindowsXP - what do you do? You write it and test it, both with the operating system and with commonly used applications like Microsoft Office, Photoshop, Paint Shop Pro, Ulead PhotoImpact, and a dozen other applications. All works well, and Microsoft certify the driver. So far so good - your scanner sells well, and everything in the garden is rosy, until one day...........

An email arrives on the customer support desk, saying that the scanner keeps crashing the system - what are you proposing to do about it? When you investigate you discover that the customer in question has downloaded Photo-twiddly 1.0 from scarymaryfreestuff.com, and because the code contains appalling errors it's bringing everything to a screeching halt.

Over to you - what do you do?

Multiply that email by a hundred, and then imagine that the same thing applies to virtually every hardware driver on the planet and you have an idea of the scale of the problem facing manufacturers.

There's always a fix, always a workaround, and always someone who has been there before. That's where forums like this come in, as you say. Things have got a lot better in the past few years, thanks to better and more stable operating systems, and continuous development by manufacturers, but as for a permanent solution - forget about that - it isn't going to happen.

  spuds 19:14 26 Aug 2003

Going to green tick it now. Still open for further discussion though.

This thread is now locked and can not be replied to.

Elsewhere on IDG sites

Asus ROG Phone review

How Esports branding got a brand new look

How to stop your iPhone, iPad or Mac getting hacked

Comment regarder les Oscars 2019 ?