Sep 29 2009
Being a designer, I use a lot of different apps for various things. Everything from design and development tools like Photoshop or TextMate to plugins and add-ons for ExpressionEngine. I don't claim to know what it takes to develop software applications or even plugins. But as a consumer, I do know what it means to me to have stellar support.
With most software apps the support is at least, well, there. And of course Google has made finding solutions anywhere on the web relatively easy. It's the plugins and add-ons category (and not just for ExpressionEngine) where support is barely there, if at all.
Many add-on types of software are developed and updated by individual developers, many of whom do so in their spare time. I say more power to them! However, they also need to realize that when entering that market, support is going to be needed. Is it required? Probably not. One could always go the disclaimer route and mention that support is not included and the software is as-is. Of course, taking that route means a decrease in downloads and popularity (or at least I would think so). But what of those that do have some sort of support?
Some developers choose to refer to a forum thread, or use a wiki, or Get Satisfaction, or just a plain ol' email address. That's great, but what happens when the developer stops paying attention? That's where things get incredibly frustrating.
Perhaps obviously, if the add-on is being provided for free, we consumers need to realize that support is, in all likelihood, limited at best. And that would be okay except that developers of these add-ons will often give info on how to contact them for bugs and issues. If you open the door, you're gonna get visitors.
My gripe isn't so much with the free add-on developers though. I simply try to be patient with them and if applicable, offer a donation. It's the add-ons that require purchase that I have a major issue with. Not the add-on itself, but the support (or lack thereof).
Again, many of these add-on developers are individuals with other priorities and commitments. While I can understand that, I still can't help but feel that if someone purchases their product, then support better be there. And half-assing your support isn't going to fly either. Yes, there are people who don't know how to submit a support request properly. And yes, you'll get your angry customers blasting you for everything that's gone wrong. For better or worse, it comes with the territory. Starting to help and then disappearing, however, is not support. To users of your products it feels like you're either too busy to care or you've just given up and don't want to deal with the issue, even if it's legitimate. If you can't fix it, say so! While that may not be the answer we want to hear (or that you want to give), at least it's honest, users aren't left wondering where the hell you went, and they can start looking at other options.
The bottom line is this: if you're going to release a product and choose to support it, be prepared to do just that. The minute you start to drop the ball on support, you start losing your customers' confidence. A well-supported product will not only garner the product more popularity, your users will have plenty of good things to say about you too.