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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.
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.