dpd1 - 11:12 pm on Jan 4, 2012 (gmt 0)
No, what I meant was that if it took 50 emails to help get the item working properly for the customer, then probably there are a LOT of frustrated customers out there... so it might be a good idea to have tutorials or video demos or something else on how to use the product.
There's not a lot of frustrated customers... There's a very small number of people who have something wrong with them, and they take effort equal to 100 normal customers. This was a rare occurrence. Thank god. And just FYI... I did talk to that guy on the phone, and eventually did talk to the other guy as well. Both of them were not exactly hitting on all 8 cylinders, which is what I could pretty much tell from the emails to begin with... and they never did answer the questions I asked. Thus, my general ambivalence to those two particular situations. I am never rude and always courteous. But when somebody is not playing with a full deck, it's usually pretty obvious right from the get-go.... and then from that point it's just about being polite until they go away. Unfortunately that took 50 emails... and I had no choice, because the guy lives on the most busy forum for the subject... and I knew I would suffer his insane wrath if I didn't play along.
I have guides, instructions, what have you... up the ying yang, included on the site and also in paper with items. A good portion of people completely ignore all of it. I'll get emails from people asking how to do something that is right in the instructions that came with it... Then when I tell them that, they say something like "the instructions were sort of lengthy... can you just explain it to me?" Which I guess would entail me writing out in a personal email to them, the same exact info in the instructions... Which I have done. These are all things 99% of companies would never bother with. But you can only do so much.
Like I said though, these are thankfully the minority.