The ranting of an IT Professional

Oct 28 2008   2:49PM GMT

Vendor Knowledgebase’s

Jason Tramer Jason Tramer Profile: Jason Tramer

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Ethernet

This is a mixed bag if I have ever seen one. Some vendor’s out there have knowledgebase’s so concise and breeming with information in a well indexed and easily searchable manner that it makes me want to compose a song in their honour. Some vendors however have knowledgebase’s so empty, or jammed with useless or antiquated information, or presented in a poor manner where your are never able to locate the article you need that you just want to go to their HQ and smack them.

I think this is pretty straightforward idea that when you produce a product you should want people to be able to fix the product as easily as possible. Obstacles and challenges in the movies are great but finding a bug fix on a vendor site should not warrant  difficulties worthy of the next Indiana Jones flick. I am going to quote a unnamed vendor rep who once told me in response to a question about getting better info about their product in their knowledgebase “It doesn’t look good for us if we post all of these issues”, to which I responded “I understand, however it looks even worse when we waste 10 hours trying to fix a problem only to call your tech support line and find out that it is a known issue with a easy work around”.

I would like a make a specific mention of Blackberry’s knowledgebase (http://www.blackberry.com/btsc/). I have used this knowledgebase on several occasions and found that it was excellent. This is the example by which all other vendor knowledebase’s should be judged.

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  • dmitrym
    Very good point. Companies needs to rely on knowledge base software and community forums to offer responsive customer support as well as to collect feedback on performance and any bugs and defect users might find. 
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