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+ - Customers, support thy selves...

Submitted by Anonymous Coward
An anonymous reader writes "Has anyone else noticed the trend towards "community forums" where customers are basically being recruited to solve the issues of other customers while the companies selling the products causing the issues sit back and take a passive role in the process? Granted, sometimes the companies' employees play an active part in the forums and provide some value-add by contributing crucial, and often undocumented, knowledge that solves the problem in a timely fashion. Unfortunately, that isn't always the case and this leaves customers with no visibility into whether or not their problems are being addressed, and, if they are, when they might expect to receive assistance. This is bad enough when dealing with consumer electronics that cost up to a couple of hundred of dollars, but it's completely unacceptable when dealing with proprietary design tool vendors that are charging several thousand dollars for software licenses for tools that are the only option if a customer doesn't want to drop an order of magnitude more money to go with 3rd party tools (e.g., Synopsys).

This leads me to the following questions for all of you Slashdotters: who do you think are the worst offenders of this downloading of support onto the backs of the customers themselves, and what can be done to let them know that this new reality is ridiculous?"
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Customers, support thy selves...

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