Avoid technological lemons and be your own consumer advocate.
Most software products are released with known defects. Misleading advertising is rampant in the industry, and few software publishers provide real warranties for their products. And as we all know, most software companies provide woefully inadequate technical support. Quite simply, consumers usually get the short end of the stick in the software industry. Not for long, if the authors of Bad Software can help it. This book pulls no punches in explaining why things are so bad, and how consumers can best stand up for themselves. The authors provide guidance on how to troubleshoot faulty software and when to call for help; exactly what to demand of software companies when defective products cost you time and money; how to ensure a replacement or refund; how best to deal with intransigent companies and their personnel; and much more. Written by industry insiders with software management, technical support management, and legal experience, this book will show you how to fight for your rights and get valuable results.
Companion Web site features legislative and regulatory news and commentary, court cases, and contact information for protection agencies.
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Every industry has its lemons and, in the software industry, lemons can cause big problems for you if you are unfortunate enough to install them. Bad Software offers a comprehensive look at all the options available to the disgruntled software buyer. First, the authors help you figure out what's at fault--did you buy something ill suited to your needs, are you using it incorrectly, or is the program really broken? Once you've spotted the problem, they help you tackle it efficiently.
Telephone support technicians--and the people who call them--will appreciate this book's tips on making a successful call for technical support. The book explains what information to gather before you call and the best way to present your problem to the support person. These tips make it probable that your problem will be solved quickly, accurately, and with little aggravation.
If you do have a real lemon--such as a program that erased your hard disk even though you followed the instructions closely--this guide will show you what to do. The authors tell how the Uniform Commercial Code applies to software and they provide sample complaint letters that ought to help you get the remedy you want. --David WallFrom Library Journal:
Starting around 1995, the Better Business Bureau began receiving more complaints about computers than cars. The shrink-wrap "license agreement" often tells users that they don't actually own the software purchased and that if it doesn't work as advertised it is their fault. Kaner and Pels explain that users have lots of options in dealing with software they don't like?even long after the seal has been broken. They explain how to get quick refunds, troubleshoot problems, talk to technical staff, and, finally, get a lawyer. Even libraries with minimal computing collections should have this book.
Copyright 1998 Reed Business Information, Inc.
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