Her response: "Yeah, it'll do that."
Try talking to them about Mac support for their LegalEdCenter. Oh, it's listed in the minimum system requirements. But it doesn't work right.
Yeah, it'll do that.
I did know better than to try and run anything of theirs on Mac.
"Can I have the email address for the product manager for this version?"
My dad's god-knows-how-many-hundreds-or-thousands-of-dollars booking-and-billing software has features that customer service will tell you to, under no circumstances, even dream of using. Because they are that broken.
Why, you may ask, does it have these features?
Because people won't buy the software without them.
Actually saving my cases where I can find them doesn't seem like a ridiculous request. At this point, some of them appear to be genuinely and permanently LOST.
I totally sympathize. I teach online courses and am required to use a platform called Desire to Learn, aka D2L. It took me all of last summer to convert my courses, and it's far from ideal in many ways, but last fall it worked fine. This spring, as soon as the course started all my students were having problems with essential links not working, so I was having to send out material via email (not the way online instruction should work!). Tech support's solution? Tell them not to use MS Internet Explorer--instead, download Firefox. I'm a big fan of Firefox, and don't love Microsoft, but a lot of these kids are having enough problems just working with what comes on their computers. They don't even know what I mean when I tell them it's a browser problem. How can you make a learning platform that doesn't work with the most common browser?!
Try always running it as administrator, perhaps? That should bypass the 'Windows security problem' (probably their app is trying to save to a path it shouldn't or something)
The school district here does a lot of online standardized testing. Last time I helped with this, it took most of the hour just to get kids logged on. Tomorrow, the teacher and I are administering the test on paper and then I'll take the kids to the lab one by one to input their answers on a computer that we know works.
God, that sucks MASSIVELY.
2010-04-05 04:26 pm (UTC)
Last time I got a new version of a program I use frequently, it broke to the extent of not even being able to find my data (which is stored on a network server). And it took upwards of an hour to get tech support on the phone because (you guessed it) so many people had the same problem.
Thanks for actually beta testing, guys. And you wonder why I haven't installed any of your updates since. (Well, that plus the fact that you're going to discontinue the program later this year, thanks so much.)
Programs that are being discontinued certainly can't motivate tech support....
Software is a specific division. But thanks!
A "Windows security problem"? Even reading jojomojo
's workaround I am appalled and disbelieving of their excuse. If you could create the files as non-administrator you should not need to be administrator to access them. And it damn well is
their problem to fix, whether it was a side-effect of a Windows update or not.
Yeah, that's pretty much my attitude.
2010-04-05 08:55 pm (UTC)
Why "it does that"
1. Windows Vista & later does not allow user-mode programs to write into the programs folder - e.g. when not running as administrator, you can't write into C:\program files\ (%PROGRAMFILES%) or any folder below that.
2. Except that your program can write there without any error being raised, and Windows will change the path and move the files somewhere else automatically.
3. Except that Windows doesn't let you READ the files automatically; no, the bugger will let you write files as if nothing is wrong but then the application can't read them because they are not where they were saved.
You might be able to recover your missing files under C:\Users\User_name\AppData\Local\VirtualStore folder:
Discussed further here: http://support.microsoft.com/kb/927387
So, yeah, if your software supports changing the default directory for the app data files you can get a permanent fix.
That doesn't stop it being one of the more ... Interesting Windows Vista decisions, and makes me glad that I'm still able to use XP.
2010-04-05 09:22 pm (UTC)
Re: Why "it does that"
I'm on Win 7, but it appears to be a similar situation. I managed to locate my missing files when I opened the program in Admin mode, but what a PITA.
I am waiting for the day Google will blow them and Lexis out of the water. There's NO reason access to public documents should cost as much as it does.
There is a lot of additional labor that goes into indexing and other services. But yeah, they are feeling the heat on their pricing structure.