On complaints

It is sad that most companies seem to only be prepared to appease customers rather than to fix systems. When I make a complaint, they’ll “open a ticket”. They want me to tell them what they can do to make me happy so that they can “close the ticket”. When I say, “Make sure it doesn’t happen again,” they’re at a loss. Because they have no way to do that. And the idea that I’d make a complaint because I want to help rather than because I want some sort of recompense or something doesn’t fit in their system.

VMware

From “A Tribute to VMware Workstation, Fusion, and Hosted UI”...

Yesterday morning, the Hosted UI team, responsible for VMware’s Workstation and Fusion products, woke up to find themselves out of a job.

It has been reported that the team has been replaced by outsourcing. Back to the article quoted above...

VMware claims they’ll continue to exist, and I really hope that’s the case. I like to think what we built will continue to live on, and I hope VMware does it justice.

The problem isn’t whether these products go into maintenance mode or not. The outsourced team might be every bit as good as the original team.

The problem is that this isn’t something that a company with smart leadership does. It’s hard to find good people. That may be the hardest part of the technology business. This is the epitome of penny wise and pound foolish.