From: barrett@pamsrc.enet.dec.com (Keith Barrett) Subject: Re: JANA publishing Date: Wed, 16 Jun 1993 15:41:49 GMT
>2. We sent letters to users who did not pay asking for a
>payment, but there was a sentence in the letter that said "If
>you have sent the payment already, thanks a lot". So I do not
>understand why some users are getting angry about getting a
>letter.
I can't speak for others, but in my case I bought the CD as soon as the first
announcement took place, and sent payment immediately upon receiving it.
This was back in March/April. I had the cancelled check in my hand a MONTH+
before that letter showed up in mid June. Since there was absolutely no
"lead-time" or delays in my order/payment (according to the bank stamp on the
check), it obviously it indicates that either someone screwed up at JANA, you
send one of these letters to pretty much EVERYONE. If proper accounting took
place, there's no way you could mistake me for a late payment 2 months after
cashing my check. This is why I was concerned. That, plus all my email and
phone calls never got returned.
I think this is very understandable reaction.
>Starting today all the subscriptions will be handled
>using credit cards, The cost of the subscription will be
>increased by $5 dollars to cover the cost.
This makes me sad -- the main reason I bought your CD was the "try
before you buy" and cash arrangement. I personally wouldn't pay via credit
card. Plus, I don't feel your problem is money or payment, but just simple
support of your customers.
>I tried to save some money for the users, but all I got is a bad rap.
Sorry, but you have no one to blame for the bad rap but yourself. I didn't
see any complaints posted in c.o.l. until recently; and that was because
phone calls and email never got returned. I myself called twice, and emailed
twice -- never heard a word from you. These are practices that cause a bad rap
-- not the users. The wording of your sentence above is also unfortunate, as
it doesn't express any apologies, explanations, or concern.
Anyone that accepts money from people and then is impossible to reach when
there are problems (especially when they are using the requested method
of contact) DESERVES the results. ANY business or person doing this will get
a bad rap. Period.
>If you are facing subscription problems or want more info please call me
People have already been trying this.
My suggestion to change things around is to improve your availability and
responsivness. I think everyone here was excited about JANA, and tried to
be supportive. Otherwise I don't think people would have waited 3-4 months
before posting their concerns. You were promoting a regular CD release and for
a good price. Looking at your first one, I was very impressed. I hope things
work out, that the problems are resolved, and you continue to offer this
service.
For me, your CD is the best Linux support method, and I'll always be impatiently
awaiting the next one. If you can clear up the fears, I know I'll be wanting to
renew my subscription when it expires. I'll be very disappointed if this
falls apart.
Remember -- everyone is probably like you. Think how you might feel if
you found yourself in the same situations that people are describing.