Bad Software: What to Do When Software Fails (Paperback)

~ Cem Kaner (Author), David Pels (Author), David L. Pels (Author)

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

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.

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Product Details

• Paperback: 384 pages
• Publisher: John Wiley & Sons; 1 edition (September 28, 1998)
• Language: English
• ISBN-10: 0471318264
• ISBN-13: 978-0471318262
• Product Dimensions: 9.1 x 7.5 x 0.9 inches
• Shipping Weight: 1.5 pounds
• Average Customer Review: 4.4 out of 5 stars  See all reviews (5 customer reviews)
• Amazon.com Sales Rank: #539,933 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

5 of 6 people found the following review helpful:

4.0 out of 5 stars A good basis for understanding what to do about bad software, May 6, 2000

By	Stephan Meyn "Stephan Meyn" (Sydney, Australia) - See all my reviews (REAL NAME)

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.

3 of 4 people found the following review helpful:

5.0 out of 5 stars An unusually fresh perspective on quality in software., December 18, 1998

By A Customer

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!

4 of 6 people found the following review helpful:

5.0 out of 5 stars About time book for software consumers!, May 24, 1999

By A Customer

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