Re: Delphi 8 common quality

From: Rudy Velthuis (TeamB) (rvelthuis_at_gmx.de)
Date: 03/22/04 

Date: Mon, 22 Mar 2004 13:45:39 +0100

At 00:13:21, 22.03.2004, Derek Davidson wrote:

> Rudy Velthuis (TeamB) wrote:
>
> > Yes, but scanning the groups for possible bug reports, and then
> > trying to pry information from the newsgroup users is very
> > ineffective. And email support, as they had before, turned out to be
> > ineffective as well.
>
> Ineffective? I think you mean it was too much work for Borland, don't
> you?

Yes. Far too much, especially since you want them to do it for free.
AFAIK, the support you give is not free.

Borland also has paid support, but much more convenient than newsgroups.
 
> > I think
> > the best thing that can happen to a customer is to get a good
> > product.
>
> Nonsense.

Oh, OK. If you think that running after the customer, picking up every
note he or she "drops" (by email, or in a newsgroup), instead of spending
the resources on improving the product, is customer service, I guess
we'll have to disagree.

I think it is a silly notion that a company should read all messages in
all newsgroups just to be able to pick up someting that can be
communicated through a much more efficient channel. That channel is also
efficient for the user, since it is a good resource to browse for
existing bugs, answers and workarounds, unlike a newsgroup.

Oh, but Borland could enter the bug in QC, you'll say. Yes, but if the
user wants to report it, what is the problem with using the correct
medium? 

-- 
Rudy Velthuis (TeamB)
"The artist is nothing without the gift, but the gift is nothing without 
work."
-- Emile Zola (1840-1902)

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