OLPC Support, one great response
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The OLPC Support Gang gets tons of abuse. We’re the people who answer all of the emails that come into help@laptop. We’re all unpaid, and just want to help people. When we can’t solve a person’s problem, or if the XO doesn’t go to all of their Flash websites, or isn’t able to do everything that a $2000 Dell can, we get flak for it.
There are tons of examples of angry customers (which I’m pretty sure I shouldn’t can’t post). But I think that this message to a customer from one of the Support Gang is exactly what G1G1 recipients should understand, something they never understood, or decided to ignore:
Always remember rule number one of the XO. You are not the customer. The
XO is great fun, and stretching it’s capabilities towards our first
world tasks can be entertaining (believe me, I’ve gone further than
most), but when it comes down to it, it just won’t be happy trying to do
a lot of things that you’d think that it should be able to do with no
problems. If in the end, you are disappointed that it can’t do this,
that, or the other thing that a more ‘normal’ box can, remember, it does
a lot of things for its real audience that nothing else can. And that’s
what it’s about.
Disclosure: I don’t answer tickets nearly as much as 95% of the group. When I say We, I’m not nearly as cool as some.
