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Well, I was born in 1952 and, yes, I did believe in Santa. Hell, I still
believe in Santa. I gave up on the Tooth Fairy, however.
When someone has a problem with something I've done and when they don't
approach me directly, and when I find out about the complaint and the
second-hand nature of the communication ... Yes, I do feel snubbed.
I do what we all do: we cope by going out, researching the problem, and
fixing it. What else would we do? Sit still and pout because someone hurt
our feelings by not coming to us directly?
The main point is that a product should work. It should do what it's meant
to do in the manner advertised. If it doesn't and a customer is disgruntled,
it's not the customer's fault.
I'm a technical writer & editor. My job is not to protect MadCap or Adobe or
Microsoft or any other vendor. I have enough to protect myself and my
business. If the product doesn't work, the onus is really and legitimately
on the producer.
Before we carry this any further, let's just agree that we disagree and let
it lie. As I've written elsewhere, my intent is not to convert anyone to my
own firmly-held opinion.
Donald H. White
Sr. Technical Writer/Editor
James River Technical Communications LLC
dwhite -at- jrtcllc -dot- com