Comments for gabeanderson.com 6.0

Comment on 7 Secrets to Providing Excellent Customer Service by gabe

gabe — Wed, 09 May 2012 17:13:49 +0000

@Erik: Thanks for sharing your feedback. It's not clear if you're referring specifically to Articulate - as we do not offer incoming tech support - but I can assure you that we're not hiding. You'll find contact phone numbers for sales and general inquiries on our contact page (we’ll even help with basic troubleshooting at that number), and your account manager is always just a phone call away. Although I realize that some people will always prefer a tech support phone number and there’s nothing we can do to convince them otherwise, that's simply not how we've built our (very successful, responsive, high-quality, award-winning) support department. Our email support is available 24x7 (and live web chat 24x5 for Platinum Membership Plan customers), and our very active community forums are a great way to get support, too (from thousands of fellow customers and directly from Articulate staff). If you give it a shot, I think you'll find that our email support has a very high success rate of resolving the majority of issues. And in those instances where email just isn't cutting it, we often set up a complimentary web conference / phone call to resolve the issue. We do offer per-incident, fee-based phone support / web conferences for customers who choose to initiate a phone call with tech support, but really, we don’t sell that many of those since most issues are easily solved via email at no cost. Oh, and we even give you the ability to record a private screencast when you submit a case through our support site so that you can show us exactly what issue you’re experiencing. That’s a lot more effective than trying to describe a complicated issue over the phone. To wholly discount a company based on lack of a tech support phone number is to miss out on what could be the best product / support / community experience out there. Would you rather speak with an inexperienced tech support phone rep who doesn’t solve your problem and just makes you more frustrated, or get timely and high-quality email responses? Personally, I don’t like to waste my time sitting on hold or speaking with inexperienced tech support reps from other companies. Hope this helps.

Comment on 7 Secrets to Providing Excellent Customer Service by Erik

Erik — Wed, 09 May 2012 16:55:07 +0000

I would disagree on a few points to this. Mainly, the points of contact. If your company doesn’t have a telephone number for technical support, you will not get my business. Period. Full Stop.
I may buy thens of thousands of dollars worth of your software, and if something goes wrong, I want a human being on the phone *now* I don’t care that you can fix it now, or in 2 days (or longer) what I care about is you are not hiding. By making me fill out contact forms with a “don’t call us, we’ll call you” type of attitude, you are telling me my money isn’t valuable to you.
In point of fact, when my company goes shopping for new software, the 1st thing I will have them do is call the Technical Support line and see how long it takes to get a live human being. If we can’t get ahold of anyone during a dry run, then we won’t be able to get ahold of anyone when it’s really needed, and so we pass on the softare.
So make it easy to contact you, include phone numbers everywhere on your website, and you will get my money.
Give me the run around, and my money goes to your competitors.

Comment on How to Take iPhone Screenshots by Doug Abromaitis

Doug Abromaitis — Thu, 15 Mar 2012 15:36:35 +0000

Nice article, Gabe. Have you any advise on editing screenshots, similar to the mentioned software “Snagit”?

Comment on 7 Secrets to Providing Excellent Customer Service by Excelling at Customer Service « Engaged IT for the CIO

Excelling at Customer Service « Engaged IT for the CIO — Wed, 29 Feb 2012 20:28:59 +0000

[...] 7 Secrets to Providing Excellent Customer Service [...]

Comment on How to Hack Your Nano / Nike+ Run Data When iPod Freezes by sean

sean — Sun, 19 Feb 2012 17:59:27 +0000

Does anyone know if this will work with the 6th gen nano? I just tried several times, but iTunes says that it can’t send my data because it can’t be validated. I notice that the xml files contain signatures and digital certificates, so I’m guessing that editing them invalidates the signature.

Really annoying as this morning I recorded a 5 mile run, but the time showed up as 13 seconds (but with correct start time, end time and a reasonable approximation of the distance). So I tried to correct it, but can’t seem to get it to work. This is what I can’t stand about the Nike/Apple mindset: our software and hardware are perfect so you’ll never need to manually fix anything. My experience today (and several times before) tell me this is ridiculous. These things fail quite frequently. Agree with Rich – there’s no real reason to prevent this. The challenges mean nothing, especially true since for every person who hacks their data to show more, there are probably 10 who don’t bother and get shorted.

Comment on How to Hack Your Nano / Nike+ Run Data When iPod Freezes by Rich

Rich — Tue, 07 Feb 2012 14:53:02 +0000

A shame that something can’t automate to allow this to function correctly. I saw npedit.com but the files no longer synch for me. I switched to MiCoach for a while and wanted to transfer all those runs over to my Nike+ account but alas no. It is funny that Nike works to prevent people editing runs to protect challenges when technically they count for nothing at all.

Comment on How to Hack Your Nano / Nike+ Run Data When iPod Freezes by Rob

Rob — Fri, 20 Jan 2012 19:24:42 +0000

Thanks for info, worked perfectly. Restored my day, was depressed when lost my 8k run data! Thanks again!!!!!! Rob.

Comment on How to Take iPhone Screenshots by Daniel S

Daniel S — Wed, 18 Jan 2012 10:18:05 +0000

VERY GOOD SHARE !

Much obliged, kind sir -

Comment on How to Hack Your Nano / Nike+ Run Data When iPod Freezes by Michael

Michael — Wed, 14 Sep 2011 07:05:48 +0000

Thanks!

I did it a bit differently, though, by adding a run on the day before my last run. That way, I didn’t have to make any changes in the LastWorkout-file.

But awesome “hack”! Thanks once again!

Comment on How to Hack Your Nano / Nike+ Run Data When iPod Freezes by Marianne

Marianne — Wed, 13 Apr 2011 11:52:58 +0000

HI Gabe,

I followed all your instructions.
But for some reason my run only shows in iTunes but won’t send/synch to the Nike+ website.
Do you have any advice?

Thanks
Marianne