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Bad Software: What to Do When Software Fails Paperback – Bargain Price, September 28, 1998
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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
Copyright 1998 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.
More About the Author
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."
Top Customer Reviews
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.
Thanks and regards.
Thanks and regards.