Linked by Thom Holwerda on Wed 22nd Sep 2010 17:58 UTC
Apple As I was casually browsing around today, I came across this blog post. It's about the recently released VLC media player for the iPad, which you can use to play just about any video under the sun on your iPad. The blog post is a complaint about a bit of help text that's not properly rendered inside the application - annoying, but no dealbreaker. Until I actually read the text - this is how you're supposed to get content on your iPad?
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Let me rephrase your support call for you. We have a user with a bunch of music and video files he wants to transfer to his iPhone. He downloaded the files, or got them from a friend, I don't know.

"Plug in your iPhone. You see? An iPhone icon appeared on your desktop. Now drag the music and video files onto that icon. You're all set. Have a great day!"

That's how it should be. I can assure you it's easier to explain drag and drop than it is to explain how to use the monstrosity that is iTunes - and using iTunes will inevitable lead to MORE support calls down the line, since iTunes WILL break. It's inevitable.

On top of that, help desks are a stupid concept to begin with. You can't help people operate a highly visual medium with just your own voice. It's idiotic. Sit down next to the same person, and it'll be easy as pie. Basic human psychology.

And don't get me started on remote assistance. It's a curse, as it doesn't teach anyone anything.

Edited 2010-09-22 22:15 UTC

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