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[ale] Re: This bites (was Re: [ale] More on Mozilla/Java)
- Subject: [ale] Re: This bites (was Re: [ale] More on Mozilla/Java)
- From: jkinney at localnetsolutions.com (James P. Kinney III)
- Date: 24 Mar 2002 23:28:59 -0500
As is always the number 1 rule:
It's not enough to make the best widget/gizmo/distribution since sliced
bread. It's when a person calls in with a problem that the company has a
chance to make a lifelong long, or just royally piss of a customer. A
statistic I've seen many times is that one pissed customer will tell ten
people, but one happy one will only tell two.
On Sun, 2002-03-24 at 23:20, Jeff Hubbs wrote:
> A couple of summers ago when I first built the box I'm typing on now, I
> ran into a real problem with Red Hat and Gnome - SCSI CD reads would
> have these long pauses every few seconds. I reported it as a bug and
> they were real jerks about it, acting very "so what's your problem?"
> about it. I switched to KDE and went on with my life, but for months
> afterwards I'd get these automated e-mails every once in a while with
> some new comment from someone looking at the problem and it was clear
> that the whole thing was just going nowhere.
> I guess I feel like Linux will have really arrived when I can deal with
> a distro vendor like RH and have it be pretty much like when I'd
> occasionally have to call up DEC about something with VMS. I actually
> found a serious security problem once (password mistakes were getting
> logged with the mistaken entry) and reported it, but it turned out that
> I wasn't the first. My point, though, is that I could get people on the
> phone that took my problem seriously.
> - Jeff
> Kevin Krumwiede wrote:
> >No kidding. When Mandrake 8.2 was in beta, I posted my thoughts on this
> >to the Cooker list. I'm no guru, although I have a good general
> >understanding of computers from years of tinkering with Windows. I
> >consider myself a good problem-solver. I do a little programming as a
> >hobby, but I am no great hacker. I have only been using Linux for about
> >a year. I can't submit bug reports in hex like the maintainers seem to
> >want. Sometimes the best I can do is say something's not working and be
> >as methodical as I can about describing the circumstances. MandrakeSoft
> >thinks a simple mailing list is adequate for bug tracking and
> >reporting. People feel like their bug reports are being ignored. In
> >many cases they are.
> >And what they don't get is that most people don't care how much "better"
> >Linux is. They won't notice that their downloads are 2X faster if the
> >first thing they see is that Nautilus crashes, gmc's tree view doesn't
> >work, browser windows constantly pop up halfway off the screen, and
> >cut-and-paste doesn't work half the time. And even with Mandrake, the
> >"easiest" distro of all, I still spend countless hours tweaking things
> >before it's right. If someone like me has this much trouble, how do
> >they expect to win over people who are completely computer-illiterate?
> >On the other hand, how many of those people could do a Windows install
> >without running ito trouble? Probably not many. I think the only way
> >Linux will ever really reach the masses is if OEMs start shipping boxes
> >with Linux pre-installed and configured. And I think that will
> >eventually happen, considering Microsoft's latest extortion schemes and
> >legal troubles. But until then, it's up to people like us to carry the
> >load and give the newbies a hand up.
> >On Sun, 2002-03-24 at 21:33, Jeff Hubbs wrote:
> >>Do any of the distro makers realize that this kind of crap just isn't
> >>going to fly as far as "desktop acceptance" goes? This stuff needs to
> >>"arrive working."
> >This message has been sent through the ALE general discussion list.
> >See http://www.ale.org/mailing-lists.shtml for more info. Problems should be
> >sent to listmaster at ale dot org.
> This message has been sent through the ALE general discussion list.
> See http://www.ale.org/mailing-lists.shtml for more info. Problems should be
> sent to listmaster at ale dot org.
James P. Kinney III \Changing the mobile computing world/
President and COO \ one Linux user /
Local Net Solutions,LLC \ at a time. /
GPG ID: 829C6CA7 James P. Kinney III (M.S. Physics)
<jkinney at localnetsolutions.com>
Fingerprint = 3C9E 6366 54FC A3FE BA4D 0659 6190 ADC3 829C 6CA7
This message has been sent through the ALE general discussion list.
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