| Jan 19, 2012
Well I've been at the cadpilot.com website update for more than a couple of weeks. This should be going somewhere fast, but it simply is NOT.
The Better New Software Makes Me an Idiot
Reminds me of AutoCAD Civil 3D implementations a whole bunch.
At this point I have More support tickets into telerik than a dog has fleas.
I keep getting apologetic replies but almost no substantive answers to the issues I've put in.
I call this
"Help without Help"
Is it Me?
You Don't Know What You Don't Know
The technical support staff are well intentioned and very skilled about their product and software, BUT they are answering ALL my questions from THEIR perspective and experience and NOT from mine. Arrrrrrrgh!
The software developer's customer "identification process" is typically bad.
Instead of finding out the real learning issue that I have, the support staff bang out their quota of tickets with smart and partial solutions I barely understand at all.
Hey I'm sure you've heard this one,
"Uninstall and Reinstall and get back to me if you still have the problem."
What? I asked a question in my ticket about how something is supposed to work in the software. Things weren't working as they used to nor as I expected them to perform.
You've probably noticed the "Help without Help" effect yourself. Maybe as the local support geek you even do it to others around you.
I work at trying not too do it, but I not immune myself. I have to be very careful to put myself into the other person's shoes. Forget what I KNOW. What do they need to Know NOW...not tomorrow, next week, or next month.