Linked by Fred McCann on Wed 25th Aug 2004 21:00 UTC
I recently had a bad experience with an application service provider that illustrated a growing problem with technology companies- lack of service and support. We have grown complacent as technology consumers and we allow vendors to offer very poor levels of service that wouldn't be allowed in other markets.
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It's nice to hear that Harald believes in the system he works for. Unfortunately, having dealt with the system, my experience hasn't been that positive. Mostly because I'm on hold for half an hour, then dealing with someone in India (there's that again), which wouldn't be an issue except they can barely speak English, who spends 45 minutes trying to diagnose the problem. Yes, it's a fool's game - I wish I did get someone like Harald, if it only takes him 5 minutes.
And, um, in what weird parallel universe do Dell (or anyone) offer lifetime hardware warranties? Dell's standard is 1 year from memory, more if you pay through the nose for it.
Personally I find it ridiculous when you look at the "manual" Microsoft give you with Windows. Most of it is the freaking license agreement!
On the other hand, I tend to think that you shouldn't really need a manual for many bits of software - I'm surprised to hear KadyMae's issues with Toast. I haven't used it, but if I can set up k3b in under a minute, with the software coaching me the whole way, I can't see why any commercial product should be harder to use. Once it's set up, it's pretty damn intuitive to anyone who knows what they're doing - which I think is often the problem, many users won't even try to engage their brain when it comes to computers.