The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
Beginning around 1980, with the proliferation of threaded-message discussion forums on CompuServe covering a variety of hardware and software technology products and companies, to today’s multifaceted social media, the concept of tapping a customer base / community for customer support purposes has a long history.  Some companies have been very successful, and others have seen the opposite outcome.  Along the…

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The e-mail was very specific, beginning with the subject line. Warning!! Don't Use [Product-X]'s New Upgrade -- High Risk of Data Loss!! Inside, the warning text alerted me that the latest “upgrade” for a certain vendor's software product was very flawed. Using it would put your existing notebook data at risk of contamination. Unfortunately, there were two aspects of the message that I found very troubling. The first was that it came too late -- I'd already installed the upgrade and had indeed lost data because of using it. The second was that the e-mail didn't come from the manufacturer.

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