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miércoles, 14 de mayo de 2008

What's the best way to get an answer to a problem I have with some software I just bought?

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Helpful Tips For Software Users...


like to think that the readers of this site are generally above average intelligence, so this won't be useful at all to you. However, I provide this helpful tutorial, in the hopes that when someone Googles something like "why does everyone hate me?" this will show up as a possible answer, and all will become clear.

Q: What's the best way to get an answer to a problem I have with some software I just bought?

A: Don't write the company an email and make the sum total of your communication "This software does not work!" Chances are quite good that yes, in actual fact, it does, but you fucked up somehow, or your computer is hopelessly tooled. It might be worth letting the company know, e.g., what sort of computer you own. Stuff like that always helps.

Concise is nice, but the simple fact is that the more information I have, the more likely I am to know exactly what it is that is wrong and how to fix it. The vast majority of problems are quite common, and easily fixed. On the Mac, permissions are always screwed, or someone unzipped with Stuffit Expander; on PC we get a lot of people that can't quite get it together with respect to buffer sizes. (Thanks a lot, Image Line. You're my hero.) We will occasionally get system-specific problems, always on Macintosh, that are simply baffling, but they never fall in to the "This software doesn't work!" category.

So, when you write a company with a problem, include your operating system and its specific version, the host(s) you're experiencing the problem with, your audio interface, basically anything you can think of that might be related. If you don't do that, the company (in this case read: "I") will just have to ask you, and that's one more unnecessary go-round.

And if you were wondering, that quoted email above is one I received today, not two hours ago. In the unlikely event that person is a reader here, this may come as a shock to you, but I'm not omniscient, despite what I may have led you to believe.

 
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