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Pet peeves when providing technical support: ... "your software doesn't work!"

What i often find hard to diskuss is the question from customers:

Why do i have to implement this? LV should know that.....

 

I am always fighting myself not to answer:

Ah, ok, i see. You dont have the LV Mindread Module installed........

 

Norbert

Norbert
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CEO: What exactly is stopping us from doing this?
Expert: Geometry
Marketing Manager: Just ignore it.
Message 11 of 50
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@Norbert_B wrote:

What i often find hard to diskuss is the question from customers:

Why do i have to implement this? LV should know that.....

 


I always mention other programming languages when these types of questions come up.  "You mean I have to write the code for this function"  Well what would you do if you had to do it in C?  Or Basic?  People tend to forget LabVIEW is a programming language and not a drop in tool to meet their specific needs.

Message 12 of 50
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And also the more LabVIEW assumes for you the more time you need to spend unravelling it to get it to do what you REALLY want......

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Message 13 of 50
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@Intaris wrote:

And also the more LabVIEW assumes for you the more time you need to spend unravelling it to get it to do what you REALLY want......


Express VIs.  There I said it.

Message 14 of 50
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This isn't so much support, but the one that drives me nuts is "Why does it work <x> way, it should work <y> way" to which my response is often, "In this email we asked you and you requested it work <x> way. I have copied it below for your reference."

Message 15 of 50
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I'm not going to weigh in with any specific examples, but I expect all of you to remember this thread next time you call NI support Smiley Very Happy

 

Jeff Peacock 

 

Product Support Engineer | LabVIEW R&D | National Instruments 

Message 16 of 50
(11,017 Views)

@Norbert_B wrote:

What i often find hard to diskuss is the question from customers:

Why do i have to implement this? LV should know that.....

 

I am always fighting myself not to answer:

Ah, ok, i see. You dont have the LV Mindread Module installed........

 

Norbert


In the "early daze", I used to get that often,....

 

Client:  WHAT??!?!?!!  It's gonna take you HOW LONG!!!!???!!

Me:  But I have to write the code.  It's a large project and it will take time.

Client:  But I thought everything was already done in LabVIEW and all you needed was to connect things.

Me:  LabVIEW is a programming language, just like any other.  I need to program the algorithms to accomplish what you want.  It is not shrink wrapped with the solution.

Client:  But LabVIEW is so expensive?  How come you need to program anything?

Me:  Who told you that all you needed was to buy LabVIEW and everything is already pre-packaged?  Maybe you should ask that person.

Client:  

 

 

That person had an economics degree..  and did not understand real technical issues..  Strangely, they get promoted to the top..

 

Fortunately, all my clients are fantastic and I don't have any issues as described in this thread..  Well... there were funny annecdotes... But life would not be fun without them.  LOL!

 

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Message 17 of 50
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@Ray.R wrote:

Strangely, they get promoted to the top..

 


Nothing about that seems strange to me.

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Message 18 of 50
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ROFL!!!  

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Message 19 of 50
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Ray, Google "Peter Principle"!

Putnam
Certified LabVIEW Developer

Senior Test Engineer North Shore Technology, Inc.
Currently using LV 2012-LabVIEW 2018, RT8.5


LabVIEW Champion



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Message 20 of 50
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