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Is it appropriate to use a forum to provide technical support?

Posted by Render Plus on September 2, 2010 at 6:18am in Corner Bar
We have a client who feels rather strongly that a forum should not be used for technical support:

Why is this so hard for you to understand.  A forum is not tech support.  I sent a message and a private file to you so that you could supposedly fix the problem. ...  I didn't ask that my words be put on your forum, and in fact doing so violates the privacy of the email I sent to you.  I don't want the response posted on the forum.

Here was one of our responses:

When we receive an email request, we often post it to our forum, so that others may learn from the responses and also help with the solutions.

I am sorry that this method does not work for you.

We respect your privacy by not listing your name on the forum.

I am going to ask other forum users what they think about using a forum for support, and also post this on the SketchUcation forum so I can get opinions from their users.

What do you think? Is it appropriate to use a forum to provide technical support?


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Replies

  • James D. Smith September 2, 2010 at 7:45am
    As you said, we all learn from the various questions and responses, sometimes finding out about problems we didn't even know we had. If someone is that sensitive I guess they should start their info request with a privacy request.
  • Boothy September 2, 2010 at 6:31am
    Needs a life - cannot see what the problem is ! - there is usually more than one answer to a problem - posting a problem on the forum is much more likely to provide an holistic solution - more help the better

    Boothy
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