I realize that technical support is most likely a profit center for MM, but what I'm proposing is what an EMT (Emergency Medical Technician) is to a patient. Upon first having a problem, a patient needs immediate attention. EMT's don't arrive on your accident scene, notice you have serious injury and ask for credit card assurance that you can pay. Their job is to treat as best they can and stabilize the situation. If further treatment is required, they take you to the hospital (Technical Support) where more expert care can be provided, and, naturally is more costly.
I know it's not MM's policy to offer free technical support under all circumstances, but couldn't they on a limited "first contact" basis for forums/lists to try to solve problems, but if they can't, to refer the patient up the chain? It seems reasonable for MM to be willing to spend some of its profit to provide *some* free support to the location where the patients are showing up. If the lists are where they are, go there. Don't stand in the hospital door and insist that all patients, under all circumstances, come to the hospital for treatment and credit card authorization. >For a company that charges for technical support, it makes little sense >to then provide *free* technical support through a mailing list of >forum on a formal basis. Why not? Is there too much money to be made that would be sacrificed? It makes perfect sense if it doesn't hurt the business too much and keeps the users happier. It's about cost/benefit to MM. If MM wants to try to diminish "firestorms", perhaps that's the way to do it. What's it's about is providing appropriate care of customers without going too far in doing so. Sometimes it's good to make sacrifices to keep the community happy. >As it is, several of us at MM provide free support here because it >helps. It isn't Macromedia's policy to provide free support. I'm suggesting that maybe it should be as far as can be expected on forums/lists. Why is this an inappropriate scenario? Rick A Business Owner's view-- -----Original Message----- From: Sean A Corfield [mailto:[EMAIL PROTECTED]] Sent: Wednesday, October 09, 2002 12:12 PM To: CF-Talk Subject: Re: The Myth of Bugs (Was Huge Ungainly thread of Doom) On Wednesday, Oct 9, 2002, at 09:28 US/Pacific, Rick Faircloth wrote: > I've just been monitoring the thread, but from what I've read earlier, > this and maybe other CF-lists and other software lists might be worth > assigning someone to, to monitor and respond to as their "day job." Like a "Community Manager", you mean? Hey, Vern... > size of MM, that there would be funds to hire a "Mailing List / Forum > Troubleshooter" who is an expert in the software AND its use in > production who could provide a "first response" technical support > to users, free of charge...public relations people who are not experts For a company that charges for technical support, it makes little sense to then provide *free* technical support through a mailing list of forum on a formal basis. As it is, several of us at MM provide free support here because it helps. It isn't Macromedia's policy to provide free support. An Architect's View -- http://www.corfield.org/blog/ Macromedia DevCon 2002, October 27-30, Orlando, Florida Architecting a New Internet Experience Register today at http://www.macromedia.com/go/devcon2002 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Archives: http://www.houseoffusion.com/cf_lists/index.cfm?forumid=4 Subscription: http://www.houseoffusion.com/index.cfm?sidebar=lists&body=lists/cf_talk FAQ: http://www.thenetprofits.co.uk/coldfusion/faq Structure your ColdFusion code with Fusebox. Get the official book at http://www.fusionauthority.com/bkinfo.cfm
