Comment Re:Mod parent up! (Score 2) 199
Make it easy for your users to report real problems to your developers.
Many years ago, I did tech support for a small startup that used a proprietary database (btrieve, I think) as part of its back end. The developer who wrote that part would have the program show the user the exact error message returned if the database had a problem. Alas, not only didn't the messages make any sense to the users, they didn't make sense to me, either, and I wasn't given any access to the documentation, meaning that unless the developer came down from his ivory tower, they were useless. Not only that, he refused to modify his code so that we had an idea which file was causing the error. This is just one of the reasons that the company folded.
Many years ago, I did tech support for a small startup that used a proprietary database (btrieve, I think) as part of its back end. The developer who wrote that part would have the program show the user the exact error message returned if the database had a problem. Alas, not only didn't the messages make any sense to the users, they didn't make sense to me, either, and I wasn't given any access to the documentation, meaning that unless the developer came down from his ivory tower, they were useless. Not only that, he refused to modify his code so that we had an idea which file was causing the error. This is just one of the reasons that the company folded.