As you know I work for a TV station, and TV in this modern age has captions, and that’s handled by software so you might correctly deduce that this sort of thing might be my problem.
I just had the most astonishing thing happen.
I just set up a machine with Computer Prompting And Captioning’s software, that does this captioning thing. Problem: it won’t open the caption files that we have, and since that’s sort of the whole point, well, I don’t know how to proceed. Could it be a licensing problem? I try this “upgrade my license” thing, follow their instructions and send it to their provided email address.
I get a reply back a few minutes later, saying “Sorry, I don’t understand this; could you explain what you’re looking for?”
Now, I thought that was a little ominous – I followed the instructions, what do you want? So, I sent him back a note saying, this is what we’re doing, this is why we’re doing it, and this is what isn’t working. How do I fix this, how do we proceed from here?
I clicked send, thinking about how long it’s going to take to sort this out.
The astonishing thing: two minutes later, I get a phone call. From a guy at the company! I told him what the problem was, we walked through the solution together, and that was it. Done.
I was not aware that this sort of thing ever happened. Customer service like that is a myth, a fairy tale. Something that ISVs tell their children about at night before they tuck them in; “In that magical kingdom, people’s problems get solved by courteous professionals in minutes! Also, it rains chocolate milk!”
Anyway, I was so surprised by this that I thought I should remark on it. You rock, CPC.