[missing-sync-hiptop-talk] giving up...

[Mike Brodhead]

On Apr 3, 2006, at 3:32 PM, chad einbinder wrote:
>  I know you guys are a small company, but the email thing has never  
> worked for me.  Not once.  And I have had a lot of problems with  
> the missing sync for both Palm and Hiptop, both of which I own.

My girlfriend spent quite a while exchanging emails with Mark/Space  
tech support, and I was disappointed in the emails she showed me.   
The person writing them seemed bright enough, but clearly wasn't cut  
out for tech support.

For starters, he tended to write in prose form rather than bullet  
points.  Prose may be more pleasant to read, but the goal with  
technical writing is not to make it pretty-- the goal is to convey  
precise details.  To make matters worse, the guy had a hard time  
writing instructions in a linear way:  "Do A, then B, but first do  
C."  WTF?  Does that mean C-A-B, or does it mean A-C-B?  It was  
almost as though he wrote each step in the order it occurred to him  
rather than the order in which it should be executed.  Isn't there a  
supervisor who occasionally reviews outgoing support email?  Oi vey.

Even if M/S can't find somebody better to do their email support,  
they could at least have pre-written answers for the most common  
procedures.  Dollars to doughnuts, support questions received by M/S  
fall into the same patterns as every other support organization:  the  
vast majority of the inquiries are the same.  As long as M/S is  
saving money by limiting support to email, why not save even more by  
using canned answers whenever possible?

Me, I've ditched my Hiptop and gone Treo 650.  Missing Sync for Palm  
works a whole lot better, and does more to boot.

--mkb