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Thread: Suggestion for improved customer service

  1. #1
    ra Guest

    Default Suggestion for improved customer service

    In light of the bugs and performance loss caused by the overbloating syndrome which has hit several .5 releases lately (5.0 was very bad and this 6.5 is not usable either), there should be a mechanism for a user to easily evaluate the customer response to a new release before attempting to install it.

    I'm thinking of a way to show in an unambiguous scale what other users think of a new release and also a way to directly compare it to the current score for the version one is already using, so as to decide if the risks of upgrading are acceptable. Ofcourse you can make the same assesment by reading a few dozen topics complaining about the problems, but it should be more efficient to have one score card to say if the release is worth it.

    Preferably this information should be available from download.zonelabs.com next to release notes, but an interim solution could be a simple poll in the forum with a topic name for the exact version (such as 6.5.722.000).

    My vote for 6.5.722.000 would be 2 out of 10 because it does what it's supposed to do most of the time. For me it loses something like 6 points for doing things it's definitely NOT supposed to do, such as crashing occasionally (vsmon null pointer at 0x7800ffe7) and most importantly, the huge slowdown of everything, launching programs takes several seconds longer than before and clicking a link in a web browser can take a second for it to even start loading. And this is in an above avarage (2.5 GHz K8) machine, with all of the non-firewall features of ZAP DISABLED. 6.1 was much better, I would rate it at 8 out of 10 for usability. That's why I'm going back to it right now.

    Operating System:Windows 2000 Pro
    Product Name:ZoneAlarm Pro
    Software Version:6.5

  2. #2
    forum_moderator Guest

    Default Re: Suggestion for improved customer service



    Thanks for that suggestion. We have discussed doing something like that. Unfortunately there are several issues:

    - 90% of the people who post anything at all are negative, so it's not a true representation

    - It's probably even higher on a Forum like this, most wouldn't be here if they didn't have problems

    So, it would be impossible to get any kind of true reading from a poll based on the Forum.

    Marcus

  3. #3
    ra Guest

    Default Re: Suggestion for improved customer service

    <blockquote><hr>Forum-Moderator wrote:



    Thanks for that suggestion. We have discussed doing something like that. Unfortunately there are several issues:


    - 90&#37; of the people who post anything at all are negative, so it's not a true representation


    - It's probably even higher on a Forum like this, most wouldn't be here if they didn't have problems


    So, it would be impossible to get any kind of true reading from a poll based on the Forum.


    Marcus
    <hr></blockquote>

    The point is in being able to compare different releases of ZA. The result would be representative and comparative, if you counted the number of votes.

    A simple example of possible polling responses:
    A) OK
    B) Some problems but usable
    C) Going back to previous

    Even if you got no A) responses for any releases, you could still compare the number of C answers to an earlier release (counted from the same point in time after being available, or alternatively have the polls close wihin say 5 days of a new release).

    This information is already available, if you count by hand the number of posts reporting problems (but you would have to use your own criteria of what constitutes a serious problem for your use). With a good release, there will be just a handful, for a bad release the forums will be swamped with complaints. There is a clear quantity difference in the data that you can use to base your decision of upgrading and possibly purchasing another subscription on.

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