Today at my job, I got one of the strangest e-mails I have every seen. The company I work for and myself, was compared to Communist China. The person stated that due to a recent upgrade in our software, QuickBooks was no longer working on their computer. It is true that we had a recent upgrade on Sunday, but e-mails were sent out to the clients about this upgrade and the error that occurred, which was quickly taken care of the next day. The next e-mail from the same person stated that even with the upgrade, Quickbooks was giving a different error, but was still not working properly. The client then went on to state “Your company is like the Communist Chinese government, never admitting that there are problems and just sweep them under the rug, never taking responsibility for our mistakes.”
The client was under the impression that since they were the only one to have this problem that it is our fault, and we should post it on our website. I must admit, that maybe we should have edited our website to state more clearly the possible side effects of the upgrade, but not say that one person cannot use QuickBooks properly and warn all to stay away from us…
In addition, this client then goes on to state that whenever they hit tab to indent a paragraph on our site, when sending and e-mail, and then they hit enter that is always cuts them off and sends the e-mail. This happens because when they are hitting tab is is moving the selection from the text field to the button that is “Submit” so when enter is then hit, it automatically sends the message.
So my question is: What do you think our responsibility is when we use software from a different company and they do not fully test their upgrades before putting them into place? Should we warn everyone and scare them away from our product or just post that we have an up and coming upgrade and not make a special note for a single user’s problem that is not because of the system on our end?
