Poor Support - READ WHAT I SAID

For Starters I'm annoyed and ranting. I'm going to pick on some particular companies, but this problem applies to the WHOLE support industry.

Stop using generic scripted answers for problems where they obviously don't apply. I've used them myself in the support industry, but where they apply.

Examples are paraphrased
Example1: Amazon.com and there poorly worded emails

Me> I received an email saying that I had recently bought or viewed lawnmowers, I haven't. Has my account been compromised?

amazon> this email is phishing...(generic phishing email reply here)

(I received another similar)
Me> Hi I received an email that says I've bought or viewed power tools. Here are the headers, they pass spamassassin and googles filters. Plus I've checked it myself. Maybe, you could fix the emails to not to suggest that I've purchased or viewed something I haven't.

amazon> this email is phishing...(generic phishing email reply here)

Solution: disable amazon from sending me emails on products... and it worked. I guess amazon's support should have paid attention?

Example2: safari.oreilly.com

Me> I can't get this book to load... I'm not sure why. The 'spinner' keeps going
round and round but it doesn't load. I don't have problems with anything
else.

(ok so I could have been clearer on 'anything else' what I meant to say was 'any other books'.)

Safari> I tested the book and do not experience any issues. Here's How to enable scripting in IE.

Me> I'm sorry wouldn't I have had problems with 'anything else' if I didn't have scripting enabled? Also I'm not using IE and it's not on my OS (I don't use windows).

Solution: this seemed to resolve itself overnight... I didn't change anything.


Stop telling me that it isn't an issue when it is. because you are too lazy to do simple checking.

Example3: bugs.gentoo.org

Me> new PackageA Stabilized can't be used by packageB version...


Gentoo> PackageB version is unstable marking invalid
(I poke around)

Me> This is a problem on the stable version as well

Gentoo> Oh...

Solution: I mask packageA to keep it from being pulled... as they seem to refuse de-stabilizing a package that causes problems.


There are always other support problems. But the 2 worst I think are not actually paying attention to a support request, and not doing more than a cursory check, for the validity of a problem.

EDIT: If your company/whatever has this problem, you aren't alone, the almighty google has this problem too.

Open Source it or not?

When building a new web service should you open source it or not? if you do open source it, it may make it harder to have a revenue.

I am of course building my product on a LAMP stack, and I'm a huge open source proponent. But if the majority of the revenue model is based around people using my site, wouldn't it hurt me to allow others to basically rebuild my site on there own?

I am thinking that a dual license (like Trolltech's qt licensing) may be best in this case, preventing people to use the code commercially without paying for a license. But even then I wonder... part of the idea is that the product will help generate a community that will then be interested in buying 'dead tree (books)' products.

I'm going to stop 'beating around the bush' on what the proposed product is now (even though this hypothetical question applies to other products as well).

I'm building a 3 part product, first is a character database for PnP(like World of Darkness, and Dungeons and Dragons) RPG games, people will be able to use it to store/share there characters and NPC's. Second, will be a chat system allowing Storytellers/Game/Dungeon Masters to play online. Third is an O'Reilly Safari Clone that will allow people to read the books (and get definitions in game) online.

I see my possible revenue's as Advertising, Library Subscription, Reselling, Support.

What do people think? How should I license the product(s) (I may build it as 3 ultimately)?

(Note: I am looking for partners)