The sugggestions below come from a question raised by a field doctor who was very disgruntled after purchasing a difficult to use software package that typically provided poor technical support. It has been provided here at chiro.org to help you from making some simple mistakes that can cost you BIG TIME...
Having been involved with software development and sales for a number ofyears, you must have a plan when 1)obtaining software and 2) after purchase.
A common ploy (or just sloppy business practice) is to release software
without manuals, but hey doctor, you get 6 months of free technical
support. Well, this may sound good, after all the software package is sold
to you as an "easy to learn, easy to operate stand alone", or is it?
The recent changes in computer technology have allowed reputable software
manufacturers to supply software on CD ROM, complete with manuals and
frequently asked questions, so there is no need for the paper prining
process which is the single largest cost after research and development and
marketing.
One can obtain everthing from games to business manangement software for a
fraction of the cost, as compared to a package that has software,
registration cards, advertisiments, manuals, packaging, graphics on the box
jacket, etc.
Does this relieve the responsibility of software vendors from providing
adequate on line help or rudimentary tech support for the most commonly
encountered problems? Absolutely not!
So what does a DC have to do to protect him\herself. I live by some very
simple rules.
1. Never buy software unless it comes with a complete manual or
copmprehensive context sensitive help. PERIOD, end of discussion.
2. Always verify that the software will run on YOUR particular system
without bugs. A good example is the recent thread on print manager
problems in Windows addressed articulately by Dr. Mark Street.
Compatibility is EVERYTHING, and the computer industry simply isn't there yet.
3. Find out right up front, BEFORE purchase exactly what additional fees
are required for tech (user) support. Some give you free support for a
year, but no toll free number. Anyone who has had tech support needs knows
that it can often take up to an hour to get the help you need. So even
when support is free, the call may not be. A sophisticated, well financed
software house will have a toll free number for you.
4. Find out what the cost of tech support is after the intial offer. For
example, one software developer in the diagnostic arena, provides you a
free year after purchase, although as a closing tool, they will give you an
additional year, two years, three years, whatever for free if you close
today> This company will then sell you a second year of tech support for a
whopping $950.00, a mere 10% of the replacement cost of the software
package. But of course, they do provide you with one update of the
software when you purhase the support. This is just another way of selling
you the update they need to maintain business, and give you the support you
probably won't need. And with this company in particular, if you do not
update, (or purchase the second years tech support) they wash their hands
of you and the following year when it comes around to getting an update,
(or god forbid you crash and need support) you are advised that you now
have to purchase the update at the full original price of the software,
9K...(?)
5. Do your best to contact other users and ask precise questions. It is a
good idea not to contact users who openly provide testiminials in the
companies advertising literture. These are often "favor for service", ie:
free updates for them.
6. When possible, get a demo version, (not a slide program) that will
operate for 30 days. Then, play with it INTENSIVELY). Try to do everyhing
you will need it to do, write down and record all crashes, glitches and
gremlins, and ask why they are happening. Get satisfactory answers before
purchase.
7. Stay away from packages that do not offer a thirty day money back
guarantee. For all practical purposes, it doesn't cost that much to
package and mail out a software program. The cost is in development. If
they are not convinced that their product is valuable and that you will
want to keep it, why should you?
I hope this helps....
Bill Cockburn
billc@chiro.org
Original Question prompting the above response:
>Howdy Listers,
>>Is anyone out there using (company name witheld - we don't want any lawsuite here)?
>If so' how do you like it??, problems, bugs, windows 95 compatblity,
>quality of printed instruction/online help, learning curve etc.
>
>My current software keeps developing bugs in the database, to which I am
>told "thats a support call ($25.00)" or "you need to upgrade
>($300-800)". Its not an issue of money, its an issue of appreciation
>and respect for the customer. I dislike feeling like a cow being milked
>for cash. Anyone with a software company the like and doesn't hold them
>hostage???
>
>I understand that the current trend in computer support is to charge for
>everthing (maybe now I'll read the manual), Quicken no charges for
>support. However, my current program provides no manual or online help
>so we have to live with the bugs or bend over.