BKBDSFWR.RVW 981122
"Bad Software", Cem Kaner/David Pels, 1998, 0-471-31826-4,
U$29.99/C$42.50
%A Cem Kaner
%A David Pels
%C 5353 Dundas Street West, 4th Floor, Etobicoke, ON M9B 6H8
%D 1998
%G 0-471-31826-4
%I John Wiley & Sons, Inc.
%O U$29.99/C$42.50 416-236-4433 fax: 416-236-4448
%P 365 p.
%T "Bad Software: What to Do When Software Fails"
Bad software. Isn't that phrase redundant?
This book is *not* about viruses, trojans or other malware. It talks about
software that doesn't work as it should, and what you can, or should, do
about it.
Chapter one is a kind of beginner's panic guide to getting a refund. It's
quite practical, although those used to fighting their way through the
retail bureaucracy will find little new. On the other hand, most people
aren't used to that particular battle, so the book will have a fairly wide
audience. One proviso: when it gets to legal issues, as with all too many
such books, the material is strictly US- centric. Chapter two is not very
clear, up front, as to what it is for. Ultimately it says a lot about the
problems at software publishing houses, and not very much about yours.
While this might make you more (or less) understanding of the problem, the
advice given in chapter three is much more useful. It does tend to be of
the same variety as that given in the troubleshooting sections of most
documentation, but the second section, dealing with reasonable expectations
of software and representations, is quite good. Judging by the number of
pages, chapter four starts to get into the comfort zone of the authors:
figuring out a negotiating position. This is a good template to follow,
setting out all aspects of the problem and its significance, and providing
good standards for what is reasonable to expect and what is not. Chapter
five covers the support or complaint call itself, and, again, is reasonable,
but nothing new.
Chapter six reviews the various types of consumer protection agencies.
Again, when dealing with the governmental departments, the material only
applies to the US (and this holds for chapters seven through ten as well).
However, the coverage is both reasonable and practical, noting, for example,
that the loudly vaunted Better Business Bureau is funded by business, not by
consumers, and is a franchise operation that varies in operation from place
to place. Warranties, disclaimers, and misrepresentation are discussed in
chapter seven, with illustrations both from statutes and numerous cases. An
outline of the process for a lawsuit is provided in chapter eight. Chapter
nine looks at negotiating with lawyers. The procedure and limitations for
small claims court are given in chapter ten. The final chapter gives some
general advice on shopping, and being a careful consumer.
This work does give you advice, breathing space, and a roadmap for pursuing
a complaint about software. It is appropriate for neophytes in computer
use: not only the home hobbyist, but the beginning technical support person
in a larger office. However, as my wife pointed out when I was describing
the book, the biggest issue for most such people is having the confidence to
know that the software, and not you, are at fault, and there the text is of
less use. The strengths of the book are in negotiating tactics, and in a
dispassionate view of what you might be able to expect. Although, if you
have the experience to know what is reasonable you won't need the book, and
if you have little enough experience that you need the book you probably
don't know enough to be comfortable standing up to some snooty techie.
copyright Robert M. Slade, 1998 BKBDSFWR.RVW 981122
rslade@vcn.bc.ca rslade@sprint.ca robertslade@usa.net p1@canada.com
[Is the phrase "Bad software" *redundant*? If people learn how to
write bad software in school, it must be a *taught-ology*! PGN] ["Rob Slade" ]
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