Making things right.
Despite my obsessive love of learning, my unrealistic expectations for myself, the amount of blogging I do about research, not to mention the ridiculous amount of time I spend reading Consumersearch, Wikipedia, Silent PC Review, and other tech sites, sometimes something important falls through the cracks.
Last night, I let down a customer I was recording because I didn't know about this. I was convinced my camera was truly broken, and was prepared to write the video off. Even though I couldn't see anything, I lined up the camera as best I could and left it recording, though, in the off chance of a miracle. The CCD chip did finally manage to start capturing images, so I'm only without video for the first 15 minutes of the one-hour recital.
Had I sent the camera off for the free repair... you see where this is going.
I'm not going to beat myself up, though. Sure the camera had acted strangely before, but it was never unreliable, and it certainly never took more than a few minutes to "warm up." Twenty-five minutes was completely beyond the pale.
I've already told the client that the camera was not working properly during the first half or her recital. I now have a full explanation drafted for her - I'm just waiting for Richard to confirm the discounts, extras, and other concessions we can offer her. Here's to turning this into "Mistakes aren't problems... They're opportunities", Fred Hicks'-style awesome customer service territory.
Time to send those links along to Richard, I think.
Addendum: reading release notes can make life easier, too.
Last night, I let down a customer I was recording because I didn't know about this. I was convinced my camera was truly broken, and was prepared to write the video off. Even though I couldn't see anything, I lined up the camera as best I could and left it recording, though, in the off chance of a miracle. The CCD chip did finally manage to start capturing images, so I'm only without video for the first 15 minutes of the one-hour recital.
Had I sent the camera off for the free repair... you see where this is going.
I'm not going to beat myself up, though. Sure the camera had acted strangely before, but it was never unreliable, and it certainly never took more than a few minutes to "warm up." Twenty-five minutes was completely beyond the pale.
I've already told the client that the camera was not working properly during the first half or her recital. I now have a full explanation drafted for her - I'm just waiting for Richard to confirm the discounts, extras, and other concessions we can offer her. Here's to turning this into "Mistakes aren't problems... They're opportunities", Fred Hicks'-style awesome customer service territory.
Time to send those links along to Richard, I think.
Addendum: reading release notes can make life easier, too.