Path: utzoo!utgpu!news-server.csri.toronto.edu!rpi!zaphod.mps.ohio-state.edu!caen!ox.com!tbomb!time From: time@ice.com (Tim Endres) Newsgroups: comp.mail.uucp, comp.org.usenix Subject: Re: service problem with uunet? cancel your acct, see what happens! Date: Sun, 31 Mar 91 10:54:22 EST Organization: ICE Engineering, Inc. Message-ID: <1CE00001.blhafno@tbomb.ice.com> Reply-To: time@ice.com X-Mailer: uAccess - Mac Release: 1.1.b1 Lines: 54 In article <3626@dagobah.UUCP>, mis@Seiden.com (Mark Seiden) writes: > 1. i never read the contract nor did i sign the contract. Now here is an interesting point! At ICE Engineering we learned a simple and valuable lesson one day. We shipped the first copies of uAccess with a registration card that had a field to be filled in with the software's serial number. We thought, "Hey, better put a note on the card telling the user where to find the serial number...". So we went to great trouble to fit in a note telling the user that the serial number was in the "About..." dialog box. Well, much to our surprise (then laughter once we thought about it) users started sending in cards with no serial number on it. Of course! How many people read that card closely as they fill it in and get every field right? None. And the most important field on the card is blank! Stupid us. So now, WE fill in the serial number field by hand. MORAL: The moral here is that the user is anxiously *ripping* their new package open and firing up their NEW TOY! The user is **not** reading contracts. Hell, they rarely read the manual. I believe companies should expend more effort to simplify their business practices, with the customer in mind. In this case, couldn't UUNET simply email back and ask the individual to FAX or mail a written request? Couldn't they also have an email server addressed: "help@uunet.uu.net" to send help to users on various subjects, including terminating service? Aren't they supposed to be experts with this technology? I know we now put the serial numbers on outgoing registration cards. I also know we are working on one or two 20 page or less manuals with lots of pictures for the "Getting Started" and "TroubleShooting" sections of out current "big and thick" manual. Users want to play with new software, not read 300 pages of manual, and we need them focused on the important items when they are starting out. In the end, the company wins with reduced support costs and happier customers. tim. ------------------------------------------------------------- Tim Endres | time@ice.com ICE Engineering | uupsi!ice.com!time 8840 Main Street | Voice FAX Whitmore Lake MI. 48189 | (313) 449 8288 (313) 449 9208