Don’t Let Developers Ruin Your Reputation

Developers hate it when pesky users raise bug reports against their wonderful creations. I’m a developer myself and have sometimes found myself mystified why a specific piece of code didn’t work in a specific case.

But don’t ever let developers tell the users that the code works fine, and the problem must be with the user.

I communicate with a lot of people and have been using Contactually to keep a central record of all my contacts. One nice feature of this tool is that it can use IMAP to connect to my mailbox to include the emails I’ve sent in the overview. For some reason, this IMAP functionality stopped working, and after some back-and-forth with support, I was told that the problem was with my password.

This is a rather disingenuous excuse, as the software already gives me an error if I enter an invalid password. It reminds me of the Beavis and Butthead episode called “Customers Suck“, where the two idiots don’t want to serve┬ácustomers and can’t even be bothered to come up with a good excuse.

However, the poor customer service employee had no choice but to pass this lame attempt at blame-shifting to me. I had to cancel the service.

Make sure you are not allowing your developers to shrink their responsibilities and ruin your reputation with customers internal and external.