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Handling a "bad" customer

G

Guy Macon

Jan 1, 1970
0
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].
 
J

Jim Kingdon

Jan 1, 1970
0
Here it is: [ http://www.shootingsoftware.com/digress.htm ].

Well, the vendor insulted the customer when he had no need to. (Sure,
the customer deserved it, but what does that have to do with anything?)

Once the vendor figured out that the customer wasn't going to figure
out how to use the product successfully, he should have just gotten it
returned and a refund issued, without future attempts to troubleshoot
or try to point out what had gone wrong. And no, he shouldn't have
tried to retain the customer.

Is that what you were asking?
 
R

Robert Baer

Jan 1, 1970
0
Guy said:
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].
After i wrote my response, i thought of something else.
The use of garbage bags might have been the most stupid thing to use.
Just because they may be black means *nothing*.
There could be stray beams of light or IR bouncing all kinds of ways
off the slick surfaces and royally messing with any detection scheme, no
matter how fancy or sophisticated.
Talk about ground clutter...
 
J

Joel Kolstad

Jan 1, 1970
0
Guy Macon said:
I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

I think the seller should have just sent him a refund early on and forgotten
about it. I'd even refund the guy's purchase price of the software -- the
seller is just plain wrong when he says that "no one offers refunds for
software that can be copied."

The whiny customer does ask for many things that aren't reasonable in an
inexpensive product (full power-on self tests), although it's also true that
in many cases a lot of self-diagnostics can be added without changing the BOM
price at all by just adding more software. Of course I have no idea if that's
the case for the particular product in question here.

Oh well...
 
J

John Larkin

Jan 1, 1970
0
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].


Quit hijacking our newsgroup, you creep.

John
 
R

Robert Baer

Jan 1, 1970
0
Guy said:
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].
I know almost nothing about shooting, and at first had no clue as to
what the equipment was supposed to do , how it was to be used, or how it
worked.
In reading the story, it appears that the unit(s) somehow detects a
moving object (like a bullet) and indicates the speed of that object.
If that interpretation is correct, then i say that is very impressive
for an optical device!
From the interplay, it seems that this equipment is not only rather
specialized, but needs a certain amount of care in use for optimum results.
That is to say, anyone using the equipment should know a) WTF it is,
b) WTF it is *for*, c) HTF to use it, and lastly d) HTF to take care of it.
In short, ignorance and dummies are not allowed (or quiet either).

One bad thing about the interchange, was the apparently long periods
of silence between missives.
I think that after the first long delay, that some reasonable
attempts to "close the loop", ie make for voice communications were in
order.
As most electronic technicians or engineers know, excessive delays in
a feedback loop can cause oscillations - the equivalent of undesirable
squeals in the loudspeaker and the breaking of eardrums.
 
Y

Yzordderrex

Jan 1, 1970
0
I would have handeled the guy wurse. I have little time avalable to
deal with inkompetant dolts. God bles my wife and anyone else who
works in retail and has to deael with the armys of morons on a daily
basis. I want to know why we can't just kill stoopid people on site.
If abortion is legal, and capitol punishment is ok, then wtf can't I
just shoot the imbeciles?

regards,
BOb

ps pleese ignor spel errors cuz I kan't spel good,
 
T

Tobias Brox

Jan 1, 1970
0
[Guy Macon]
I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

I choose to believe that the whole incident is mostly due to
miscommunication or a lack of communication, and that the failure
happened very early, after the first email from the seller the
customer spent too long time doing diagnostic, and he got a negative
attitude and got fed up with the whole thing.

It can very well be that there is some distance between the setup
where the customer can test the equipment, and the "email terminal"
where he can communicate from. In such a setting, I can fairly well
understand that the customer chooses to spend long time carefully
examinating the first hints he got from the seller - and maybe
particularly due to the optimistic ending of the first email.

The seller writes in his comments that the problem probably could have
been solved easily if telephone was used instead of email. Of course,
it's always easy to be smart in retro-perspective; the seller should
in the first email have stated his telephone number and encouraged the
customer to call. Probably a better ending would be "check those
things first, and then call or write me back".

If I read the communication correctly, the customer does come with a
fairly good theory of what's wrong (the first digit on the display
doesn't work) and as far as I understand, the IR tops did work at
first, the customer could see the green indicator lights (but failed
to see that one of them faded away). While checking the IR tops, the
customer also noted that the power for one of the tops was
alternating. I do not know this kind of equipment well enough to
estimate the users techincal knowledge, and I don't know how much this
system costs. Self-diagnostics and bootup-tests is fine, but will add
to the cost of the product, and it will never be able to catch up with
all kind of errors that may occur.

I also think that if a customer buys a package, with software
included, and have legitimate reasons for returning the package, he
should also get the price for the software refunded.

I had a bit of a similar situation some days ago, a lengthy
communication between one guy at support and a customer was sent over
to me. The customer apperantly was employed in a "finance
institution", but I discovered that the real problem was that he
didn't really knew the difference between a credit card number and a
bank account number. The tone from the customer had already started
to become a bit angry, in such cases I think it's nice that some other
person takes over. When beeing stuck with problems, it's often an
advantage to get some fresh eyes to look at it.
 
I

Ian Stirling

Jan 1, 1970
0
In sci.electronics.design Guy Macon said:
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].

Hunting down and killing customers is frowned on is it?
IMO, he missed the light, or it was intermittent, and on when he looked,
and started checking stuff.
Once he had that amount of time invested, he wasn't going to admit a mistake.
 
J

Jim Thompson

Jan 1, 1970
0
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].


Quit hijacking our newsgroup, you creep.

John

Gee, John, If you'd stop replying to Guy the "hijacking" would cease.

Just give him the ctrl-K and be done with him.

...Jim Thompson
 
J

John Fields

Jan 1, 1970
0
Gee, John, If you'd stop replying to Guy the "hijacking" would cease.

Just give him the ctrl-K and be done with him.
 
J

Jim Thompson

Jan 1, 1970
0
Gee, John, We don't have any sand here in (Sonoran Desert) Arizona,
but I understand there's plenty in Austin ;-)

...Jim Thompson
 
G

Guy Macon

Jan 1, 1970
0
Tobias said:
I also think that if a customer buys a package, with software
included, and have legitimate reasons for returning the package, he
should also get the price for the software refunded.

I agree. The reason for limiting returns on opened software is to
prevent someone from buying it, making a copies of software and
manuals, then returning it for a refund.
 
J

John Larkin

Jan 1, 1970
0
Gee, John, We don't have any sand here in (Sonoran Desert) Arizona,
but I understand there's plenty in Austin ;-)

Well, they can't spare any. They need it to sop up all the beer they
spill, and to catch the batshit.

John
 
F

Frank Bemelman

Jan 1, 1970
0
John Larkin said:
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].


Quit hijacking our newsgroup, you creep.

Damn, the fucking bastard did it again. Seems I've replied
twice on a crosspost to prod-dev.

This Guy Macon should be hanged by his balls.
 
R

Rich Grise

Jan 1, 1970
0
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].

There has been a very long thread on sci.electronics.design in the
last few days about the virtues vs. vices of various sizes of
various chemistries of batteries/cells; it has been primarily
about wireless mikes and other aspects of the audio in a performance
situation. From what I've been able to glean, packs of AAs
are demonstrably "better than" 9V stacked-cell batteries -
statistically significant differences in performance to the point
that at least one participant in the thread has, for all practical
purposes, declared that he will not buy 9V batteries any more where
reliability is important to the application.

Unfortunately, I've forgotten the title (subject line) of the thread,
but if you search on Author: Joerg and "church" in the article body,
that might be a start.

So, what did you need to know about bad customers?

Hope This Helps!
Rich
 
R

Rich Grise

Jan 1, 1970
0
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].

What's a "shooter?"

Thanks,
Rich
 
R

Richard the Dreaded Libertarian

Jan 1, 1970
0
(Note for those who dislike moderated newsgroups; you may wish
to check your Subject header and edit it to your liking.)

I was searching for failure rates of 9V vs AA batteries today, and
stumbled upon the following web page. I have my own opinion about
how the author of the page should have handled this, but I would
like to hear some other opinions first.

Here it is: [ http://www.shootingsoftware.com/digress.htm ].

The Customer Is Always Right, Even When he's Wrong.

(and I've plowed through about two screensful of that webpage, and
_still_ have no idea what he's selling!)

Good Luck!
Rich
 
P

Pig Bladder

Jan 1, 1970
0
I would have handeled the guy wurse. I have little time avalable to
deal with inkompetant dolts. God bles my wife and anyone else who
works in retail and has to deael with the armys of morons on a daily
basis. I want to know why we can't just kill stoopid people on site.
If abortion is legal, and capitol punishment is ok, then wtf can't I
just shoot the imbeciles?

ps pleese ignor spel errors cuz I kan't spel good,

Abortion is legal because a fetus is tissue, until it can breathe,
beat its own heart, and suckle without the intervention of heroic
technology. [1]

Capital punishment is morally equivalent to murder by Lynch Mob, but WTF?
Ask a Texan - "He needed killin'!"

PS. You make it difficult to "ignore" your stoopid spelling, especially
when presented in such a flagrant display of "Making a Statement When
You Have No Fucking Idea What You're Even Trying To Say."
--
Cheers!
The Pig Bladder from Uranus, just flapping the ears of "STOOPIDity"

[1] Imagine you are presented with two photographs - one of a pregnant
woman, the other of a woman who has sprogged, and has a viable infant
at her breast. One is a picture of ONE PERSON, who happens to be pregnant,
and the other is a picture of TWO PEOPLE, one of whom is in infant.

What's the difference? THE MIRACLE OF CHILDBIRTH.

Chew on that for awhile!
Pb
 
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