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Report From: 3rdRail/Docs    [ Add a report in this area ]  
Report #:  91376   Status: Closed
Think about folks who have no idea about your prouducts
Project:  3rdRail Build #:  3rdRail.v200811
Version:    unspecifie Submitted By:   William Farrell
Report Type:  Documentation problem Date Reported:  2/7/2011 6:17:47 AM
Severity:    Serious / Highly visible problem Last Updated: 2/7/2011 6:14:13 PM
Platform:    Linux Internal Tracking #:  
Resolution: Test Case Error (Resolution Comments) Resolved in Build: : None
Duplicate of:  None
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Description
Hi I am attempting to set up a trial 3rdRail on a linux box and I cannot find the documentation to do this. The one line quip that say "Launch 3rdRail" does not say how 3rdRail should be run or started in the Linux environment. I am afraid you folks have so muddled your website with marketing crap it is impossible to figure out how to use your products. It would have also been nice if you could have muted the arrogance of your techies.

A go forward suggestion to encourage new business and reduced support costs would be to include a "How did we do on-line survey" that asks 1) how long did it take to find the information required, if it was found" 2) Was the information fully useful? 3) would you recommend this site to others?

In my case, I am a potential customer who still has not got the required information to get my trial version of 3rdRail up and running. It seems I have to request the documentation to do this.

I would not recommend Embarcadero at this time because I cannot get the information required to get the trial software up and running.

However I would still like to give 3rdRail a trial.
Steps to Reproduce:
Find someone who is unfamiliar with your products and web site and challenge them to find and install each and every one of your products. You should take careful note of the time it takes and all of the difficulties encountered so you can improve the customer face of your product marketing and delivery. To ensure the best possible outcome, you should use a different victim for each product.

If you don't do this your potential customers will go somewhere else, I believe there are several direct competitors to Embarcadero.

Arrogance only works if you are the only one who can do something.
Workarounds
Go somewhere else.
Attachment
None
Comments

Tomohiro Takahashi at 2/7/2011 5:19:03 PM -
I corrected Project field from EDN to 3rdRail as Sysop.

Tomohiro Takahashi at 2/7/2011 6:14:07 PM -
> Hi I am attempting to set up a trial 3rdRail on a linux box and I cannot find the documentation to do this.
Please see 'install.html' in '3rdRail.v20081111_1830.linux.esd.tar.gz' of Trial editon if you install 3rdRail into Linux environment.

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