Know the difference!
1. Upgrades vs. updates. Techies, help me out here -- it's pretty standard for changes within a version number (e.g. 6.4 to 6.5) to be called 'updates' and to be free for the customer, while changes from one major version to another (6.x to 7.x) are upgrades and involve buying a new program or a patch. Yes?
I told a customer to 'update' his software and sent him to the page that says 'choose your program from this list to receive your update'. What did he do? Clicked 'Upgrades' on the top banner and then barked at me that he didn't want to have to pay for a fix.
2. Download vs. install. Downloading means getting the data on your computer. Installing means setting it up so that it will work. Some customers don't know the difference and will use the terms interchangeably. Some think that once you've downloaded something that's all you have to do. 'I downloaded the update and it didn't do anything!' Did you install it? 'Um... I'll call you back.'
Downloading is like buying a toilet and bringing it into your house in a box. Installing means sealing it down with wax and hooking it up to the water supply so that it can be used.
Anyone got any more?
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