This post originated from an RSS feed registered with Agile Buzz
by James Robertson.
Original Post: Maybe not
Feed Title: Cincom Smalltalk Blog - Smalltalk with Rants
Feed URL: http://www.cincomsmalltalk.com/rssBlog/rssBlogView.xml
Feed Description: James Robertson comments on Cincom Smalltalk, the Smalltalk development community, and IT trends and issues in general.
Ed Foster posts a gripe about support, "hidden" information, and sales pitches:
"I don't mind them selling supplies for their printer," concludes the reader. "Had I needed toner I may have bought it from them, if the pricing was competitive. But what I do mind is the withholding of a simple piece of information to make the user call in, and using that in combination with sales to try to turn tech support from an expense into a profit center. It was like a longer, real time version of spam that I had to sit through for 10 minutes to find out how to reset the printer. Is this where free tech support is headed?"
This could be a company trying to monetize support. It could also be a company where the support group has grown tired of trying to get the web people to update their site in a timely fashion, and is trying to route around the damage. From the outside, it looks like the former; there's simply no way to tell. I get the sneaking suspicion that lots of companies have communication issues between groups though...
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