Why isn't there a Industry Standard Practices Searchable Help File or a PDF Manual?

WTF? I expect to be able to find the information within the program help - not on a forumn

from Stardock Forums

Product: Stardock Fences

Version: 3.0.9.11

Operating system: Windows 7

Description of the problem:

I just purchased and installed fences. I found to my dismay that neither, an operating manual, nor an extensive help system were provided.
 
It is inexcusable to require a customer to just guess to try and figure out a program like this one. For example, the screenshot function is not clearly explained. It is inferred that one can restore their desktop layout from the screenshot, but there is no explanation as to how to go about restoring your previous desktop if you don't like the automatic layout that Fences chose for you. A FATAL FLAW!

That said' how the heck does one turn the thing off. I cannot find any exit from Fences, not X button, not an exit menu selection to be found, and no recognized entry under Windows Task Manager. How do I kill this process and get rid of the Fences on my desktop? My best guess is completely uninstalling it is the only way.

Finally, in my opinion as a former Director of Software Quality Assurance, Engineering Services, Technical Training and Publications, and Technical Support, and a Project Manager, I have to say, this product is not ready for prime time. It may be a great program, It might even be exactly what I want and need, but it needs a help system at the very least that can be searched (one that follows Microsoft Style Guidelines and functionality requirements) or at least a PDF that contains a digital (searchable) User Manual so that the user doesn't have to try an operate blindly, learning by trial and error - nor should one have to go through the fiasco of trying to get an answer searching the Forums or get a ticket submitted at Stardock.com. Our time is much more important than that. It shows a complete lack of respect for the customer.

To reiterate: my questions are this, how do you kill the program and get rid of the icons (fences) created on the desktop.  I was able to figure out the snapshots feature but not without trepidation that the software was going to permanently screw up my system. And finally, is there any plan to add an Industry Standard Help System to the product? It is on version 3 and that is a feature that should have been there since the 1st version.

fences
5,942 views 6 replies
Reply #1 from Stardock Forums Top

Hello,

Sorry to hear you are having issues.

1) You can always disable Fences using its configuration windows. To get to it. Right click anywhere on desktop and select "Configure Fences"

2) Most of fences pages you have "How to" help pop up.

Thank you.

Basj,

Stardock Community Assistant.

Reply #2 from Stardock Forums Top

I looked over the How To pages and they were basically worthless with regards to the issues I discussed... Not informative on how to use the Snapshot feature and neither intuitive nor searchable.  If the user doesn't want to have to read through everything, there is no way to quickly know or find out what specific information you want or need to know.  This is why there needs to be a Windows Standard Help File (or at least a searchable PDF User Manual).  The standards were established (sketchy as they sometimes are) so that the developer doesn't have to reinvent the wheel each time they develop a product and so that the user can easily transfer learning from one product to another - regardless of developer.

Sins of a Solar Empire II
Reply #3 from Stardock Forums Top

Thanks for the info on where the Enable Checkbox was located. It was scrolled down at the bottom of the screen and covered over by the purchase Fences dialog box.

Reply #4 from Stardock Forums Top

Hello,

I have forwarded your problem/question to Stardock Support team for their assistance. Please keep an eye on this thread for any updates. We appreciate your feedback and patience.

 

Basj

Stardock Community Assistant.

Reply #5 from Stardock Forums Top

I agree that the help is useless when you have a real problem.  You also can't get support for software help issues.  I resent being sent to use a forum where I may get incorrect answers.  Asking other users how to do something is NOT support, it is lazy and leaves your users flailing. 

 

At this point, I am ready to remove the whole Fences program.  It does not play well with multiple monitors.  I have pages disabled yet it keeps making my main desktop a page on my monitor number two.  If I enable pages in order to put it back where it belongs, it doesn't go.  I really do not believe it is supposed to work this way or NOT work this way. 

 

I want one and only one page with icons on it.  And I don't want any other pages.  And since I disabled the page feature, none of my problems should even exist.  I want multiple monitors a hell of a lot more than I want this stupid program.

 

And now that I have tried to use the forum, I realize that things are even worse than I thought.  The search function sucks so when I made a search on "multiple monitors and page issues", I got 23 pages of posts, most of which have NOTHING to do with multiple monitors.  There is no way to say that all of the words in the search are required so every single damn post that mentions the word "pages" comes up.  I spent about ten minutes looking and came across nothing even close to my issue. 

 

As far as I am concerned, this company provides no support whatsoever . . . but then, Microsoft ruined the software business for developers and users everywhere.  They made it acceptable to provide little or no support.

Reply #6 from Stardock Forums Top

Quoting Sonyaa, reply 5

I agree that the help is useless when you have a real problem.  You also can't get support for software help issues.  I resent being sent to use a forum where I may get incorrect answers.  Asking other users how to do something is NOT support, it is lazy and leaves your users flailing. 

 

At this point, I am ready to remove the whole Fences program.  It does not play well with multiple monitors.  I have pages disabled yet it keeps making my main desktop a page on my monitor number two.  If I enable pages in order to put it back where it belongs, it doesn't go.  I really do not believe it is supposed to work this way or NOT work this way. 

 

I want one and only one page with icons on it.  And I don't want any other pages.  And since I disabled the page feature, none of my problems should even exist.  I want multiple monitors a hell of a lot more than I want this stupid program.

 

And now that I have tried to use the forum, I realize that things are even worse than I thought.  The search function sucks so when I made a search on "multiple monitors and page issues", I got 23 pages of posts, most of which have NOTHING to do with multiple monitors.  There is no way to say that all of the words in the search are required so every single damn post that mentions the word "pages" comes up.  I spent about ten minutes looking and came across nothing even close to my issue. 

 

As far as I am concerned, this company provides no support whatsoever . . . but then, Microsoft ruined the software business for developers and users everywhere.  They made it acceptable to provide little or no support.
End of Sonyaa's quote

Hello,

Sorry to hear you are having issues. Could you start a new thread and try to explain your problem, so we can help you there.

Thank you.

Basj,

Stardock Community Assistant.