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IBM's Brand Takes on a Different Nuance | 49 comments (49 topical) | Post A Comment
Paying for support?[ Reply to This ] (none / 0) (#1)
by chrisss on Tue Apr 11, 2006 at 02:47:12 AM PDT

Someone, somewhere has to pay for product support - let's face it, 9 times out of 10 it's not a problem with the product but some user setup issue. The fact that your reader eventually got it going by himself indicates to me this is one of those times - surely it's reasonable to charge for handholding? Arguably a better policy from Nuance would be to refund the support cost where it is their problem, but that's another argument. As for trust in brand's which banana boat did you get off? IBM's near withdrawal from retail should have given your reader a clue just how much it cares about it's image in this space - he'd have been better off buying the Dragon product.

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User error[ Parent | Reply to This ] (none / 0) (#4)
by Anonymous User on Tue Apr 11, 2006 at 08:57:18 AM PDT

>> 9 times out of 10 it's not a problem with the product but some user setup issue. The fact that your reader eventually got it going by himself indicates to me this is one of those times

Without more information, you're making quite a leap here. For example, there could be some undocumented incompatibility when a particular program is running in the background (anti-virus programs and firewalls are often problems). Through his numerous re-installs, he may have tried an install without the conflicting program running (either by accident or intent). If it's not documented, it's not a user setup issue.

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Big Leap You're Making, Indeed - The Company Sucks[ Parent | Reply to This ] (none / 0) (#9)
by alexg on Tue Apr 11, 2006 at 12:21:14 PM PDT

I, too, have no problem paying extra for extra support, but my experiences with Nuance have been horrible. Their survey was much, much longer than anything I had ever had to fill in for any other company in the 20 plus years I have in PC software support. I *had* been a big fan of ScanSoft software, but in the last few years, it has been big, buggy, and slow. How's this for a comment from Amazon on their OTHER software: "I purchased, activated and registered this software and now it FREEZES MY SYSTEM every time I try to use it ..." "This product crashed my PC on install " "Don't even think about buying this software. It's a waste of money and time. "

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Ah...[ Parent | Reply to This ] (none / 0) (#15)
by Anonymous User on Wed Apr 12, 2006 at 08:10:34 AM PDT

That's called the "software lifecycle". You get an unusable version 1.0, crummy version 2.0, a marginally usable version 3.0, and a fully functional but fairly buggy 4.0, and then a decent 4.1 or 4.2. Then you get a bloated 5.0, a slow and crufty 6.0, a broken 7.0, an unusable 8.0, and if the gods have mercy that's where it stops. Eventually someone else makes version 1.0 of new software with the same sort of functionality (e.g. word processing) and the cycle starts again. :)

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That's it.[ Parent | Reply to This ] (none / 0) (#25)
by Anonymous User on Fri Jun 02, 2006 at 09:26:44 AM PDT

I think you've hit the nail squarely on the head.

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objection[ Parent | Reply to This ] (none / 0) (#34)
by Anonymous User on Tue May 06, 2008 at 08:13:04 AM PDT

My objection is to the lack of an available knowledgebase. The companies that make you register to look at the knowledgebase or worse - download patches/upadates are just as bad. order viagra , cheap viagra I don't want to spend 10 minutes providing the marketing department with information before I can troubleshoot a product I paid for. Whoever the current owner of EZ-CD Creator lost a customer on that one.

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Continuing saga[ Parent | Reply to This ] (none / 0) (#14)
by reinkefj on Wed Apr 12, 2006 at 07:13:25 AM PDT

Well in this case it was not handholding that was needed but a solution. The product did install after a slew of retries, I lost count after 10, I was not eligible for a free first support because I was already a customer. I bought a copy a few years ago and it works for me. I foolishly showed my doc friend how neat it was and he had me buy a copy for him, install it, and help him get running. Even after getting it running, it stopped working (i.e., just will not execute the code). It works flawlessly on my notebook but not his. Oh and By The Way, Dragon is Nuanced also. Which is why I aimed him at ViaVoice as opposed to Dragon. Bottom line: Buyer beware. reinkefj http://public.2idi.com/=reinkefj

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User setup issue??[ Parent | Reply to This ] (none / 0) (#24)
by LasVegan on Thu Apr 27, 2006 at 10:30:27 AM PDT

Such issues are very often the fault of the company for not documenting something or documenting it very poorly.

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Inital tech support[ Parent | Reply to This ] (none / 0) (#26)
by Anonymous User on Mon Jun 05, 2006 at 06:27:02 AM PDT

I used to be at an outsource company for Dell in Texas. We were paid around $8 an hour, and were expected to have a call time under 15 minutes. So when a customer called in with a problem, it was no big deal to help them out and explain how to fix it him/herself in the future. It's a customer relations issue - "I was able to get free help, so I'll buy another Dell." And they'll tell their friends, etc. But now that they don't do ANY support here in the States, there's now the language and cultural barriers, and that's the beginning of Dell's demise - seen their profit numbers lately?

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Response[ Parent | Reply to This ] (none / 0) (#33)
by Anonymous User on Tue May 06, 2008 at 08:12:00 AM PDT

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    IBM's Brand Takes on a Different Nuance | 49 comments (49 topical) | Post A Comment
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