The following is not meant to be mean or single out a firm but instead is just real examples where by the firm could save a lot of time, money and customer frustration by addressing issues instead of wasting the consumers time.
Serif, makers of some cool graphic tools provides free downloads of some of their software. Now the thing I like is the software is truly free and you can actually try it out and see if you like what it does. Not all functionality is there but unlike many firms who render the trial totally useless with the inability to save your work or stick water marks all over everything this company is very fair.
That being said they have a dismal track record of providing installs that work smoothly and even when tons of people including myself try to get help the support is a waste of time, though enthusiastic. In my case I had to solve my own problem and then I sent the company a break down as to the issue and how to verify what I found. They had simply released an outdated installer with some of their downloads …not all though.
Serif is not unique in the software world and could benefit from:
1. Checking their support groups for common problems
2. Compiling a list of key debug steps
3. Compiling a list of related or common issues and providing easy access to this information from their main web pages.
4. Creating better information flows between the QA department and the end support team.
5. Leveraging the user issue log instead of making the same mistake over and over.
6. Stop recommending steps to follow that do not fix the issue nor get to the root cause.
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