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> I personally prefer software to be customizable and give me a lot of options to configure and get what I want out of it. In my experience doing support, this
by paulcole 5y ago
> I personally prefer software to be customizable and give me a lot of options to configure and get what I want out of it.
In my experience doing support, this is a give them an inch and they’ll ask for a mile situation. Power users are the worst when it comes to asking for more features or more settings. I had better luck with very limited settings and saying take it or leave it. Would just tell them straight up “What you want has a 0% chance of happening. Happy to refund your money.” Hardly anybody took me up on it and it greatly reduced ongoing support conversations that went nowhere.
- maccolgan 5y agoWere you supporting closed source software? Because that's exactly why it sucks, you have no right to disagree.
- paulcole 5y agoYes, I was supporting closed source software! I'm not sure I understand the rest of your comment, but of course the user has a right to disagree with a company's choices. They express their disagreement by not using it. If somebody hated our product, I'd send a link to our competitors who I was confident they'd hate more.