Re: MadCap Nightmare

Subject: Re: MadCap Nightmare
From: "John Cook" <john -dot- cook -at- gmail -dot- com>
To: "Donald H. White" <trlbldr -at- comcast -dot- net>
Date: Thu, 10 Aug 2006 19:09:07 -0500

On 8/10/06, Donald H. White <trlbldr -at- comcast -dot- net> wrote:

Well, I was born in 1952 and, yes, I did believe in Santa. Hell, I still
believe in Santa. I gave up on the Tooth Fairy, however.

I wonder - is date-dropping at all like name-dropping?

When someone has a problem with something I've done and when they don't
approach me directly, and when I find out about the complaint and the
second-hand nature of the communication ... Yes, I do feel snubbed.

So what?

So do you see how not going to the vendor directly but airing a host
of issues in an aggrieved voice in large public forums could be taken
as corporate character assassination? Do you understand that if one
has a problem, they should first approach the vendor and try to get
satisfaction there?

I do what we all do: we cope by going out, researching the problem, and
fixing it. What else would we do? Sit still and pout because someone hurt
our feelings by not coming to us directly?

Do we 'all' do that, or do some of us take the matter to a
professional public forum and go off without exploring due process?

The main point is that a product should work. It should do what it's meant
to do in the manner advertised. If it doesn't and a customer is disgruntled,
it's not the customer's fault.

Do we actually know that the product does or doesn't work? If there
was a groundswell of outcry generated as a result of intractable and
belligerent devs, that might be one thing. This isn't RoboHelp, and
I've observed Mike Hamiliton (among others) all over the place trying
to garner positive customer experiences.

I'm a technical writer & editor. My job is not to protect MadCap or Adobe or
Microsoft or any other vendor. I have enough to protect myself and my
business. If the product doesn't work, the onus is really and legitimately
on the producer.

Do we really know if it does or doesn't work based on this screed? I
know is that there is one who is crying to the heavens without stating
that they've actually even contacted the vendor for satisfaction. I
also know that Mike Hamilton, representing the vendor, has been the
soul of patience and has publicly stated what appears to be great
willingness to work with the aggrieved despite the manner of the
complaint. Furthermore, we have seen there are those who are perhaps
too willing to jump to the side of the aggrieved without any actual
confirmation of mis-deeds on the part of the vendor, whereas we have
seen at least a public statement of willingness (even eagerness) to
cooperate on the part of the vendor.

Perhaps the aggrieved has a legitimate case, and perhaps they don't.
What I know for sure is that the way they went about pursuing it was
immature, unprofessional, and potentially damaging to the credibility
of a young company trying to create their own reputation. I also know
that it is not in me to sit idly by when there is something I can do
to take a stand, even as an impartial bystander.

I don't care if you agree with that or not.
John Cook
Technical Writer / Help Author
john dot cook at gmail dot com

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Re: MadCap Nightmare: From: John Cook
RE: MadCap Nightmare: From: Donald H. White

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