OSS is Not Focused on Customer Service
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Are you one of those developers who can’t get his/her boss to let you download/prototype/use a Really Cool™ software package that happens to be open-source? Here’s a possible reason why.
For no reason in particular, after installing Cygwin on an old laptop onto which I just dropped Win7, I decided to also drop MinGW32, Cygwin’s main competitor in the “UNIX-on-Windows” space. Wander off to the home page, grab an installer, read the “Getting Started” instructions, and…. down at the bottom, where (as is pretty hip and common these days) random visitors can leave comments or questions to be answered by the project maintainers, we find this exchange:
On April 7th, 2009 mago says:
Will mingw work on future versions of windows?
I'm upgrading to Vista in a short time and i want to know how much 'upgrading' will make me suffer.
My guess is that you guys at Mingw should develop a new version for Vista?
Or is it just the same? What about the Win32 Api? There are surely additions with newer versions of windows.
On April 7th, 2009 keith says:
I find it really insulting, when someone says "you guys should...".
This is an Open Source project, developed by volunteers in their spare time. You have no right to tell me what I should, or should not do with my spare time. Why should I, rather than you do that?
AFAIK, MinGW already does work with Vista, but why don't you just try it, and see; then contribute on the basis of your experience, either in the form of patches, or failing that, bug reports?
it’s that middle paragraph that will have your boss—any manager responsible for the installation of software within his arena of responsibility, in fact—in fits.
Don’t get me wrong: the project maintainer is clearly well within his rights to express his frustration at the fact that these people keep telling him what he should do, these people (vultures!) who keep leeching off of his hard work, who take and take with no giving back, who…
… are called “customers” in other companies, by the way, and who often have perfectly reasonable requests of the vendors from whom they get their software, because if they had time to build it themselves, they wouldn’t need to download your stuff.
I’ve been having many of the same kinds of “getting started” frustrations with installing Opa onto this same Win7 laptop box, and when I Tweeted about how the Opa experience is clearly not optimal on the Windows platform:
tedneward: @opalang looks like a great idea, but I don't get the feeling they really take Windows (or Win devs) seriously.
And their response was:
@henri_opa: @tedneward We know that Opa on windows is suboptimal and would love new contributors on the windows port in the community.
Which I interpret to mean, “We get that it’s not great, we’re sorry, but it’s not a priority enough for us to fix, so please, fix it yourself and bring that work back to the community.” Which may be great community-facing mojo, but it’s horrible vendor customer service, and it’s a clear turn-off for any attempt I might make to advise a client or customer about using it. Matter of fact, if I can’t even get the silly thing to install and run HelloWorld correctly, you’re better off not claiming Windows as a supported platform in the first place. (Which still goes towards the point that “they’re not really taking Windows or Windows developers seriously as a target market.)
This is the moral equivalent of Delta Airlines telling me, “We’re sorry we lost your bag on the flight, but we don’t have the personnel to go looking for it. If you’d like to come into the back here and rummage around for a while, or make a few phone calls to other Delta offices in other cities, we’d love the contribution.” If I am your customer, if I am the consumer of your product, whether you charged me something for it or not, then you have an implied responsibility to help me when I run into issues—or else you are not really all that concerned about me as a customer, and I won’t ever be able to convince people (for whom this kind of support is expected) to use your stuff. Matter of fact, I won’t even try.
If you’re an open-source project, and you’re trying to gain mindshare, you either think of your users as customers and treat them the way you want to be treated, or you’re just fooling yourself about your adoption, and your “community focus”. You either care about the customer, or you don’t, and if you don’t, then don’t expect customers to care about you, either.