Path: utzoo!utgpu!news-server.csri.toronto.edu!clyde.concordia.ca!uunet!snorkelwacker!usc!trwind!venice!ries
From: ries@venice.SEDD.TRW.COM (Marc Ries)
Newsgroups: comp.windows.ms
Subject: Re: Windows-related software upgrades
Message-ID: <744@venice.SEDD.TRW.COM>
Date: 3 Aug 90 20:21:52 GMT
References: <1990Aug3.171818.597@msuinfo.cl.msu.edu>
Reply-To: ries@venice.sedd.trw.com (Marc Ries)
Organization: TRW Systems Engineering & Development Division, Redondo Beach, CA
Lines: 47

In article <1990Aug3.171818.597@msuinfo.cl.msu.edu> riordanmr@clvax1.cl.msu.edu (Mark Riordan) writes:
[...]
>Despite the inconsistencies, I must say that Microsoft handles software 
>upgrades better than most companies.

 On the "Dark Side", ZSoft Corporation has been a real pain-in-the-butt.

 For example:

   I first purchased SoftType for Windows for AMI Professional, which was
   specifically listed as "compatible" in the advertising and box cover.

   I immediately found out the SoftType could not justify its fonts.
   Contacted ZSoft and they said, "Yea we know it doesn't work and we
   don't know why. Send up some samples. Maybe it will get fixed in 
   the next upgrade."

   They implied they would send the upgrade free to all registered 
   owners.  Turns out you have to send them your #1 disk.  So I send
   in the disk (after finding out that the problem has supposidly been
   fixed).  Several weeks later, no disk.  Call the tech up and it's
   "I just sent them -- you should get them in a few days."  Week later,
   no disk.  Tech doesn't return call.  All I have is a $199 book end.

   The fly in the ointment:  They only have your license number on the
   registration card (which I sent in) and the #1 disk (which I sent
   in for upgrade).  Imagine the following real conversation."

   Hosed:
     Tech Support: "What's you license number?"
     Me: "Forgot to write it down.  And you have got my disk and my
        registration -- the only things that had the number on it.
        My upgrade appears to have been lost."
     Tech Support: "I can't help you with out a number."
     ME: "Could I talk to <Joe Blow> who helped me before?"
     Tech Support: "I'll have to tranfer you to the receptionist."
     <Transfer the phone, but the same guy answers it> 
     Goto Hosed:
   
  Major complaints:

     Why advertise a product that doesn't work (the American Way)?
     Why force the customer to return a 50 cent diskette to get an update?
     Why only have the license number on the first of X disks?

  ZSoft sucks.