Timeline for How to politely handle support requests which lack some basic understanding?
Current License: CC BY-SA 3.0
8 events
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| Nov 10, 2017 at 17:10 | comment | added | jpaugh | @Donglecow 41 If OP gets this a lot, that might save him some time, too. If not, it's a good bit of work, but also a nice gesture. | |
| Nov 10, 2017 at 10:44 | history | edited | Tinkeringbell♦ | CC BY-SA 3.0 |
corrected spelling
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| Nov 10, 2017 at 10:22 | comment | added | Digitalpeanut | Also if you really want to go the extra mile, you can provide them with some reference links to get them on their way with project Y. I am in support myself and often do this when asked questions that are out of scope of my projects, and it is always well received. If it helps, just have a text file containing the links so you can just copy/paste them each time. | |
| Nov 10, 2017 at 9:35 | history | edited | Magisch | CC BY-SA 3.0 |
added 486 characters in body
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| Nov 10, 2017 at 9:28 | comment | added | Magisch | @JonasWielicki If you can't come up with an alternative to suggest in their context, saying "I would suggest that you try another library instead" works just as well. This is basicly a kind-ish way to let them know they're in over their head with your product and shouldn't bother you. | |
| Nov 10, 2017 at 9:27 | comment | added | Jonas Schäfer | As I mentioned, suggesting Z as an alternative doesn’t always work (and didn’t work in this case), for example because they need Y due to another library which depends on Y. (In fact, in this case, they tried Z first and that didn’t work out for them.) | |
| Nov 10, 2017 at 9:25 | comment | added | user2135 | Ha! I was writing the exact same thing, so I'm upvoting yours instead. I recommend adding: "I am willing to offer personal help for a hourly rate of..." which is a nice way to tell that they shouldn't expect you to work for free... | |
| Nov 10, 2017 at 9:23 | history | answered | Magisch | CC BY-SA 3.0 |