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Even though I knew it wouldn't make a difference, I sent a bug report to onone software's tech support team via their lame web form.
Here's what I sent:
When installing GF Print Pro 5 remotely via Apple Remote Desktop et al, and the client computer is at the login window, the last lines of the postflight script:
" if ($reg_result =~ /yes/)
{
`open \"http://www.onOnesoftware.com/register.php\"`;
`osascript -e 'tell application "Installer"' -e "activate" -e 'end tell'`;
} "
open a root Finder session.
Actually, no, that's not the Finder problem code section. The Finder problem code section is:
open the Genuine Fractals window
if (-d "/Applications/$gf_name")
{
`osascript -e 'tell application "Finder"' -e 'make new Finder window to folder "Applications:$gf_name" of startup disk' -e 'end tell'`;
}
We now return you to our regularly scheduled rant
This is dangerous for many reasons, all obvious, and is entirely due to the script not checking to see if it is being installed as an interactive user or not. This needs to be fixed immediately.
Okay, so there, a reasonable bug report, right? Points out the error, the specific nature of the error, the specific lines in the specific script, and why that error is bad.
What's the reply? From their technical support email address:
Greetings,Unfortunately we do not support remote deployment of our software. We apologize for the inconvenience.
Wow.
"We're going to stick our fingers in our ears and yell loudly until you go away. You want to install our software, you can just do it manually with a big fucking stack of CDs"
Yet people wonder why I am so reluctant to report installer bugs. Because even when they're taking an action that creates a whopping security hole, their answer is "We don't want to do that, so we don't care if it causes problems".
That's why. The entire exercise was a waste of time from start to finish. Tell me again about "oh, if you were only more reasonable, you'd get better results." Surrrrrre I would...and that's not urine, that's pretty, pretty lemonade rain.
Oh well. I wonder what they'll think if I can figure out a way to return it as defective.
Remember the name folks: onOne software: They make installing FUN.
Technorati Tags:
Bad Installers, Incompetence, Installers MATTER, TEH STOOPUD, Bad Tech Support, Stupid Company Policy
Posted by John C. Welch at 20:20 | Permalink
Comments
Yeah, everyone can't support everything. That's not news.
"Company throws away IT market by refusing to remove one unnecessary line of installation script and blames customer," that's news. :-)
(See? I can agree with you sometimes. When you're right.)
Posted by:
Matt 
|
May 27, 2008 10:04 PM
Hehe, that's nicely on par with the blissfully ignorant "We do not support networked computers" I got from Adobe some time ago (probably sent from a minute island, lost somewhere in the South Sea).
Posted by:
Planeten Paultje |
May 28, 2008 2:02 AM
I'm curious to know if onOne makes any effort to sell to large corporate accounts.
Posted by:
Moeskido |
May 28, 2008 6:00 AM
Matt, I'm exactly as right now as I was before. There's no difference in anything I said, or think.
What happened is that I happened to do something in a way you approve of, so in your eyes, NOW, my complaint is legitimate. I feel so much better.
Oh wait, no I don't, because now I know that this vendor doesn't care about security, so now, I have to keep an eye out on all the machines I've installed their crap on, at least until I can get an alternative from a vendor with a clue.
Were I the hard core cynic I should be, i would have saved myself the time, by applying the results of past efforts to this one and realizing they aren't going to change a fucking thing, because companies DO NOT CARE about installers, unless they have a chance to turn it into some homegrown, overblown, overbranded shitpile ala Adobe.
So the next time I'm bitching about something like this, spare me the "You should file a bug report" bullshit, because to date, the results of filing calm, technically accurate bug reports?
0
All the times I've filed this particular bug with a company's installer, I have never had them actually fix it. They've all blown me off with variations on "We don't care about remote installs".
However, what's the ROI for ranting like a loon, and calling them out on it in the rudest way possible?
Oh, including onOne?
90%
So um...yeah, see, I know what works, and what does not. Should companies wish to change that, they are welcome to. But until I see evidence of that change? The beatings will continue until morale improves
Posted by:
bynkii |
May 28, 2008 8:23 AM
John,
Would you consider writing an article that consolidates all of your "installer wisdom"? That is, a blueprint for how to write (and/or how *not* to write) an installer?
You could call the article Bynkii's Installer Tips Essay, Meh Edition (BITEME).
Regards,
Sean
Posted by:
Grantwood |
May 28, 2008 10:21 AM
I've thought about it, but the question is, how do you then get people to actually use it?
This information has been out there for a long time now, and it gets ignored.
Posted by:
bynkii |
May 28, 2008 10:26 AM
Maybe Adobe et al will ignore your wisdom, but I'll bet indie developers won't.
Posted by:
Grantwood |
May 28, 2008 11:18 AM
Define "Indie".
Assuming you're talking small shops with a few people in it or less I'd say you're right because of the lack of Pointy Haired Bosses.
The devs at Adobe, onOne, the MacBU, RefWorks (Write-n-cite ships with bad internal permissions) aren't stupid, but their bosses are.
Posted by:
Sketch |
May 29, 2008 10:10 AM
All I meant by "indie" was smaller software shops, ones that hopefully would be more responsive.
Posted by:
Grantwood |
May 29, 2008 2:03 PM
