Useless, absurd, must, need, appalled, just, infuriating, essential, etc. 12 Apr 2006
158 comments Latest by JF
What could be more fun than those magnetic words that let you write poems on the fridge? How about a set of magnetic words that let you write support emails. Our kit would include the following: useless, absurd, must, need, appalled, just, infuriating, essential, oversight, pointless, confusing, nutty, and maybe some good phrases too, like “it can’t be that hard,” “i’m a programmer, i should know,” and “even Blogger let’s you do that.” Of course, the whole set should be ALL CAPS too.
While we appreciate customers who take the time to write in and tell us what they want, the way people phrase things often leads to raised eyebrows. Every feature that’s missing is essential, a must-have, and the fact that it’s missing is killing someone. Yet the #1 thing that people like about our software is how simple it is. To give you an idea of what it’s like to be on the receiving end, here are some excerpts from recent 37signals support emails and forum posts…
I couldn’t agree more and frankly am appalled that I can set a due date and time for something as insipid as picking up milk in Backpack but not for something that could make or break my company’s relationship with a customer in Basecamp.
A product request which would boost the attractiveness of Basecamp: Make the view of to-do items common — it is infuriating that all my items are differently ordered than on my team members’ screens.
A major oversight
BaseCamp didn’t have a convenient way to enter all of our schedules so we could plan meetings, etc. This seems to me to be a major oversight for planning software.
Can this help?
I am having to do a class project. Can this help? If so, please contact me as soon as possible. I am also interested in this if it is something I can use in my husbands small business. I attached my assignment. Please help and take a look. Tell me what you think.
Please call me
Please call me regarding my basecamp system — (615) 780-XXXX.
I would like to know when someone has added content to a room - of the things I have considered I would like adding to Campfire, this is the only one that I regard as ‘essential’.
Not all that hard
What we would ask you to do to enable this ability is, frankly, not all that hard and would make your services more easily accessible…
We NEED a web based system like Basecamp, but I cannot tell if it will be any better by reading the information you have available. I’m looking for sort of a web based excel-like program. We need to be able to see at a glance every sponsor’s name, sponsor level, address, contact info, if they’ve been billed/payed, if we need/have artwork, and if they have comments. We need to authorize up to five people for editing and another 60 or so for viewing.
We’re looking to get into basecamp, however one of the features that is a MUST for us is having email reminders.
Pointless and confusing
The dates on my dashboard by each milestone relate to the date I input the information, and NOT the date which relates to that milestone, which is pointless and confusing.
Very long winded
When uploading a file attached to a message shouldn’t you be able to place the file into a category as you can in file management. At the moment it means you have to go into file management after posting the message and file and then edit the file into the category…very long winded.
Is your username/password correct?
Customer: “my file uploads are failing and the error says that my username/password are invalid! What’s wrong?”
37signals: “Is your username/password correct?”
Customer: “Oh, no it’s not. Thanks!”
It’s killing us
But of heaven’s sake, could you please add the ability to add a new “version” of a document?…when you keep circulating different versions of documents and they aren’t linked in any way, it’s killing us.
Hi there… I’m enjoying the use of BaseCamp, but a few features, or lack thereof, are driving us nutty…
Even Blogger let’s you do that
Also, there’s no way to modify or edit my own posts once I post them. Even Blogger let’s you do that.
Fwiw, here’s an example of us writing to another company: Jamis’ post to a Sproutit forum. (Yes, even we “need” stuff too!)…
First, let me say that I *love* mailroom. It is a great fit for how I prefer to do email support.
However, there are two issues that would really help us get more use out of this product (and I apologize if these are already implemented — I just couldn’t see them anywhere). The first is support for attachments — we get customers that send us support emails with screenshots fairly often, and without the ability to see those our capacity to help the customer is somewhat restricted.
The other issue is the ability to see incoming email headers. More generally, we need a way to say “this message was originally sent to firstname.lastname@example.org”, because we support several products and have different support addresses for each of them. Often we get support email with no indication of which product it is for (“Help! I can’t log in!”) and need to use the original email destination as a differentiator.
Thanks for considering these features. Keep up the great work!