More users = More support requests
tb-planning at ilias.ca
Fri Mar 24 16:44:10 UTC 2017
Bruce A. Johnson wrote:
> More users = More support requests
> I think that getting more Thunderbird users, improving the initial
> usability of Thunderbird for the average dunsel computer user, and
> getting publicity is great.
> Do not forget support, though. No matter how good you make a program,
> there will always be people who need help with it. Thunderbird is by
> no means foolproof, and people get turned off by it all the time
> because of problems with it.
> Don't just assume that "someone will take care of it", when it comes
> to support. The bulk of support requests are answered by people like
> me who have an interest, but who don't know everything there is to
> know about Thunderbird. We cannot answer every question.
> I say again that we need an escalation process for support requests.
> By "we", I mean the people who answer most of those support requests.
> When I don't know how to help, or get stumped, all I can hope is that
> maybe one of the others will try. But in some cases, we just don't
> know. I've lost count of the number of times that I've resorted to
> telling someone to uninstall, reinstall, create new profile, etc,
> because I can't think of anything better. Sometimes those steps are
> necessary, but as a fall-back for "I don't know", it is terrible.
> Today there are a couple of support requests that I've decided to not
> even touch, because I just don't know. I'm going to be doing this
> more often now. Not even trying to answer some requests.
> Like one where Symantec has said there is a virus, but the user
> doesn't know how to find that message in his hundreds of e-mails in
> the Inbox, so he can delete it. If you tell Symantec/Norton to deal
> with it, you lose the entire Inbox.
> Another is that an e-mail has an invitation to put in their calendar,
> and somehow the user has messed it up so they cannot see it.
> Then there was the one a few days ago that I banged my head on for
> awhile and could find no solution for, so I reached out to an expert
> here for help with it. I was given suggestions I could not use
> (because debugging is beyond me), and told they would look at it in a
> "few days". Rather than leave the user hanging, I told them to find
> another way to do what they want.
> Without better support, and more of it, Thunderbird is going to get
> the reputation of being a "take it or leave it" option. Actually, it
> already has that reputation, from what I can tell. I try not to read
> what the general populace says about Thunderbird much. It's depressing.
> You want a good subject for PR? How about people who care enough
> about their project that they quickly and efficiently provide
> consistent, excellent, and useful support?
I'm not sure what you're asking for. Better training for support
-------------- next part --------------
An HTML attachment was scrubbed...
More information about the tb-planning