Re: How to handle people, who tell that something breaks

[Troy Rollins <troy dot rollins at gmail dot com>]

> If I had bought an app, I would do everything needed to support the
> support,
> since I need something working...
> 

Right. I've purchased shareware in the past that for whatever reason
the registration wouldn't "take." In this case, the LAST thing I
probably want is a refund... after all, I bought the software for a
reason. Getting told I was getting a refund, rather than help with the
problem, would likely send me to versiontracker even quicker... "I got
abandoned!!"

By all means *offer* the refund. But if they want the software to
work, do all the other suggested things to help them get it working.
Send them a debug version which generates a log file for you to help
trace the problem, then fix it, and send them the solution. This could
even be a little program which only duplicates your registration
procedure and logs every step. That way, you can tell if it is your
software, or the user making the mistake.

Good luck. Thats always a difficult situation.

-- 
Troy Rollins
RPSystems, Ltd.
www.rpsystems.net
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