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Bad Software: What to Do When Software Fails Paperback – Bargain Price, September 28, 1998


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Paperback, Bargain Price, September 28, 1998
$24.73 $2.47

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Product Details

  • Paperback: 384 pages
  • ISBN-10: 0471318264
  • ASIN: B00007FYB9
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (5 customer reviews)
  • Amazon Best Sellers Rank: #5,269,645 in Books (See Top 100 in Books)

Editorial Reviews

Amazon.com Review

Every industry has its lemons and, in the software industry, lemons can cause big problems for you if you are unfortunate enough to install them. Bad Software offers a comprehensive look at all the options available to the disgruntled software buyer. First, the authors help you figure out what's at fault--did you buy something ill suited to your needs, are you using it incorrectly, or is the program really broken? Once you've spotted the problem, they help you tackle it efficiently.

Telephone support technicians--and the people who call them--will appreciate this book's tips on making a successful call for technical support. The book explains what information to gather before you call and the best way to present your problem to the support person. These tips make it probable that your problem will be solved quickly, accurately, and with little aggravation.

If you do have a real lemon--such as a program that erased your hard disk even though you followed the instructions closely--this guide will show you what to do. The authors tell how the Uniform Commercial Code applies to software and they provide sample complaint letters that ought to help you get the remedy you want. --David Wall --This text refers to an out of print or unavailable edition of this title.

From Library Journal

Starting around 1995, the Better Business Bureau began receiving more complaints about computers than cars. The shrink-wrap "license agreement" often tells users that they don't actually own the software purchased and that if it doesn't work as advertised it is their fault. Kaner and Pels explain that users have lots of options in dealing with software they don't like?even long after the seal has been broken. They explain how to get quick refunds, troubleshoot problems, talk to technical staff, and, finally, get a lawyer. Even libraries with minimal computing collections should have this book.
Copyright 1998 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.

More About the Author

Cem Kaner is Professor of Software Engineering and Director of the Center for Software Testing Education & Research at the Florida Institute of Technology, which was recently (2012) rated as a Tier 1 Best National University by U.S. News & World Report, as one of America's Top Colleges by Forbes, and as the Best College for Return on Investment in Florida by Bloomberg Businessweek. He holds doctorates in law and in experimental psychology.

Kaner is the lead author of Testing Computer Software, Lessons Learned in Software Testing, Bad Software, and second author of the BBST Instructor's Manual. Kaner is also the primary creator of the widely praised collection of BBST online testing courses including Foundations of Software Testing, Bug Advocacy, and Test Design. He is one of the founders of the Association for Software Testing and, for many years, served as Vice-President of Education. He founded AST's Education Special Interest Group and served as Chair for several years. Under his leadership, AST sponsored BBST classes that reached hundreds of testers around the world and trained dozens of instructors to teach using BBST materials.

Kaner co-created the Los Altos Workshops on Software Testing with Brian Lawrence & Drew Pritsker. Kaner now hosts the LAWST-style Workshops on Teaching Software Testing (now in their 12th year). The LAWST format has been widely adopted in the United States (e.g. AWTA, IWST, WReST, and WOPR), Canada (TWST, WWST, and POST), Europe (DEWT, GATE, and SWET), New Zealand (KWST) and Australia (OZWST).

Kaner has also played a role in the software testing community as an attorney, focused on the law of software quality. He helped draft legislation and judicial guidelines. His work helped shape (and is repeatedly quoted in) the American Law Institute's Principles of the Law of Software Contracts.

Cem has been honored for his legal work by the American Law Institute, which elected him as a member, and by the Association for Computing Machinery with its "Making a Difference Award" which is "presented to an individual who is widely recognized for work related to the interaction of computers and society. The recipient is a leader in promoting awareness of ethical and social issues in computing."

Customer Reviews

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Most Helpful Customer Reviews

5 of 6 people found the following review helpful By Stephan Meyn on May 6, 2000
Format: Paperback
This book talks about the common experience of buying and trying to use software which has defects or does not meet our needs. It sets out what you can do about this and what you should rightfully expect (and what not). As a practitioner myself I see such a book as important not only for the consumer but also for everyone who produces software.
I liked the approach that explains how customer service staff experience customer complaints and how NOT to complain (ie screaming and shouting will at best get you onto the PA system for the customer care staff to enjoy). Complaining is a psychologically difficult terrain and Cem's book helps doing it more effectively.
There is a short coming (not of Kaner's fault) in that in chapter 7 he refers to the American laws, which obviously do not apply overseas. Nevertheless this book is useful because many of the principles in the US do apply in many countries.
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3 of 4 people found the following review helpful By A Customer on December 17, 1998
Format: Paperback
An unusually fresh perspective on quality, or lack of it, in software... written by well-respected and highly qualified individuals. Highly recommended reading and reference!
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4 of 6 people found the following review helpful By A Customer on May 23, 1999
Format: Paperback
Complain!com REVIEW: Cem Kaner and I worked together briefly at Oracle/NCI. I had dinner with a mutual old friend recently who pointed me at this book. Software is an area where the consumer has been far too tolerant in my estimation - speaking quietly with their feet. While that has proven good for the collective it has been less satisfying for the individual. A book of this kind for software consumers was long over due. Kudos Cem. - Steven
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0 of 14 people found the following review helpful By A Customer on July 18, 2000
Format: Paperback
can you send this book for my testing purpose please send me the details if possiable. or it is available to buy from mumbai-Thane ( india) i am interesting to buy this book asap.
Thanks and regards.
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0 of 36 people found the following review helpful By A Customer on July 18, 2000
Format: Paperback
can you send this book for my testing purpose please send me the details if possiable. or it is available to buy from mumbai-Thane ( india) i am interesting to buy this book asap.
Thanks and regards.
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