Comments on: Cannot connect after upgrading Firefox, a story

By: robcee

robcee — Mon, 29 Sep 2008 21:16:25 +0000

@Gerv I’m not so sure. SUMO itself is a bit of a funny acronym, which I think augmented my confusion. Most of the (informal) .mo sites we use are .orgs. (bmo, wikimo, etc) SUMO’s a .com. Further, putting an acronym in the leading domain name would be kind of redundant, expanding out to support.mozilla.org.mozilla.com. But yeah, it would have saved me some stuttering if the alias existed.

By: Gerv

Gerv — Mon, 29 Sep 2008 20:28:10 +0000

sumo.mozilla.com should alias to support.mozilla.com, for people whose memories are faulty.

Gerv

By: Axel Hecht

Axel Hecht — Fri, 26 Sep 2008 21:59:48 +0000

It’s increased fun if you get those calls in europe. Happened to me already a few times. Once, someone tried to call Frank Hecker, the last one was someone trying to convince me that I should be happy to get a firefox support call. I think I got good arguments that that’s not the case.

Good that I don’t have a life, nobody ever called me out of bed, they just catch me at 1 am while I’m at work

By: Matthias Versen

Matthias Versen — Fri, 26 Sep 2008 20:23:55 +0000

It’s normal that you bug reports about “can not connect” after each update in bugzilla.
The whole crappy Firewalls should be fixed, we should try to speak with the usual Firewall company to fix it.
80% of all other problems are usually fixed if you let the people run Firefox in the Firefox safemode.

By: robcee

robcee — Fri, 26 Sep 2008 19:44:45 +0000

Hi Chris,

I didn’t really ask what the problem was (one thing at a time!), but I would suspect they just looked at the page and threw up their hands. Probably because they had someone on the phone talking to them, they were less-inclined to dig deeply.

I find this interesting though. I think there are a whole class of user out there who rely on and expect phone support. They may not be used to or feel comfortable using online help networks or documentation to find the solution to their problems. This presents a bit of a quandary for SUMO development. You have to balance presenting enough information for the user to find their problem and not overwhelm them with too much information.

By: Chris Ilias

Chris Ilias — Fri, 26 Sep 2008 18:55:17 +0000

“I don’t see my problem here” seems to be the problem area. Did the user use the search box or just look at the links on the front page?