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Why can't some people figure it out themself?

Sorry but i have to mention this. This site i always understood in a matter like "help yourself, then help others". It seems that in recent weeks its been flooded with single line questions. No problem but i think that some people take it too lightly and don't bother to figure it out themselfs. It's "iFixit", not "can you fix it for me"!

Sometimes a little google will find the answer and i don't see why i have to do the googling for somebody else who is apparently just too lazy.

It might be that this post gets deletet, but i made my point - what do you think?

Rispondi a questa domanda Anch'io ho questo problema

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+ for the discussion this will start. Ralph

da

Hi, this conversation needs to be moved to Meta, as it is off topic here I will close it and it can be resumed over there. I agree it is important to discuss, but this is not the place and Meta is intended for this purpose.

da

Oh and I have flagged it to Alert an Administrator so that they can move it to Meta for you (I believe they have been doing that).

da

I'm going to migrate this, but I've got a bit of a server issue at the moment and I'm at Maker Faire without connectivity. I'll move it the first chance I get.

da

Have fun at Maker Faire!

da

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I agree there seems to be a lack of info at times you have to guess what the OP needs. It would also be nice if people would let you know if your suggestions worked or not after you research and post an answer for them. Ralph

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Exactly - credit where credit is due. I'm not here for reputation points - it's just nice to know if ones suggestion has worked.

da

I agree RJ, I believe people should take the time to let whoever answered their post know wether the suggestions worked or not. This serves many purposes; closes the question out and an accepted answer with positive results might help the next person with the same issue, thus less posts and repetitive answers. I believe the staff should put some type of reminder in place when the PO is posting his/her question that reminds the PO to please provide information on the results of the answer and accept it if it indeed solved their issue. Great idea Rj. ++

da

Possibly also that we do not work for iFixit and receive no compensation.

da

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If I see another question about what to do about a wet iPod, iPhone or spilled water, coffee, wine, beer, juice, urine on my keyboard I may just go off on them.

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I do agree.

it is getting really annoying, answering questions like: i have dropped my iPhone, how can i fix it?

GEEZ, just use common sence...

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I thought at one time we were creating a FAQ

At the least there should be a "before you post" statement requesting a search.

Also are searches returned by date of post or by answered? I ask because What should I do after I spill liquid on my device? had much to offer but was on the second page of results.

In my opinion there should be some sort of mechanism for users to:

  1. Search for answers.
  2. track their replies -
    1. I suggest using a required registration before you can post, with a notice given of replies (like we get), and in that notice a reminder to accept a solution when a successful answer is provided.
  3. After which they can unsubscribe. (Can't unsubscribe if no answer is accepted.)

N.

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I was JUST about to make a post saying we should make a FAQ!!!

da

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I would suggest one thing:

to make filling boxes with device type, short description of the problem and steps already taken mandatory to post any questions in here.

only this way, you can force people to use their brains and try to make it easier to help them...

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How can you force someone to put a proper description? It's impossible. And for device I love it when they write "computer" or "mac" etc... No way to stop that.

da

We need to make the barrier of entry low for people to post questions. Better to have a few bad ones than none. We allow editing in hopes that people will improve their questions/answers.

da

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Hi,

the idea itself is not bad. To ask a new question, i would suggest that you have to pick your devive and a description of your problem from a list.

This way the forum could show matching already answered problem-device combinations.

And you can only post a new question if your device question combination is not in the list or you checked a box that answers already given doesn't fit.

---

As this thread is going to be moved to beta anyway i have another suggestion, the growing number of unresolved questions.

A whole lot of the questions in unresolved are IMHO properly answered, but the one who asked never came back or just forgot to accept the answer. This way they are still in unresolved and you have to dig for really unresolved questions.

So i like to suggest that answered but not accepted questions stay in unresolved for, lets say, two month.

After that they change status to orphaned and after another two month the answer gets auto accepted.

Before the answer changes status the user should get a e-mail to log in and check a box to keep his question in unresolved for another two month.

I like to help people to repair their stuff, where to find information how to do it or even what might be the problem.

The unresolved questions is a good place to find unanswered questions or answers that might not fit.

What i don't like is to dig in IMHO properly answered questions of people who doesn't seem to be interessted in getting an answer. Because some questions are still in unresolved for nearly half a year and if these questions are not answered the way the user want's to after that time, i have to say sorry, there is no other answer and move on.

P.S. Kyle, if the Server issue on beta is resolved i can edit this post and open a new thread with my last suggestion.

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I feel your pain, and I'm also reluctant to spill out a ten-paragraph lecture in response to an incoherent single line question (although I often find myself doing just that). However, I think, at the end of the day, it's a matter of "the customer is always right", and the people asking the questions are, in this context, the customers. I've been in customer service my whole life, and one thing I've learned is that you can dictate terms to the customer, but the customer always has the right to walk away, so being too demanding can often be self-defeating.

It may be possible for iFixit to alleviate the situation by compelling the questioners to more specifically define the problem, or give specific symptoms of the problem (and not let them click "submit" until there is something in the field). I also agree with Machead3 that a FAQ, or some easy way for us to point questioners to a definitive answer to commonly-asked questions would be very useful. That way we can give a personal touch by stating, "Hi there questioner! Thanks for the question, and here's a link to what is probably the answer." So that way we're both personal, and yet saving time by not having to rehash something we've written a hundred times. I have to admit, I pretty much ignore "my backlight is out and I see a faint image" questions, because I just don't want to write the answer for that one again -- it gets to a point where it's just not fun anymore. If you pay me to do it, that's one thing, but if it's on my own time, I'm going to pick and choose the questions I feel like bothering with.

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Speaking as one of the great unwashed masses who wouldn't know what to do with a wet iPhone if you handed me a paper towel, I can say that it's no wonder the world at large sees tech experts as standoff-ish, socially retarded, coke-bottle-lensed basement-dwellers! This is the problem with tech geeks, and it will perpetuate the image problem you have as long as you whine about the "quality" of the questions you get. Wouldn't you say that the expertise that you have at your command has been somewhat hard-earned? Like it has taken a lot of time, effort, experience, and thought to get to the level of understanding you have? Why do you discount all of that value by insisting that the answers are "so simple" or that any questions we have after reading the back of the box are ill-considered? The people that haven't spent all that time developing the knowledge that you possess have likely been developing skills that you in turn will someday value. When you disrespect their reliance on you, you disrespect yourselves.

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Oh, also...I think I speak for a good many people by saying that I'm very relucant to start screwing with a gizmo I just paid eight kajillion bucks for because of my past experience of only messing it up further and/or not knowing how to get it back together once it may or may not be fixed.

Oh also...lots of tech things warn you that if you open said unit, the warranty is null and void.

Oh also...as a wise former employer once said, "The only stupid question is the one you do not ask".

da

Eric, I understand, and I agree that the frustrated tone a lot of techs have is often misplaced. This is strictly a volunteer forum, and if people are annoyed, then they should simply not bother.

But I think the most valuable part of this issue is not about insulting the customer, but instead about finding ways to get the customer to provide information that is more useful in solving the problem. That is an issue worth exploring. Currently the site asks you to type a subject line and a description of the problem. If it, for example, also required you to select from a few drop-down menus information relating to whether or not the machine powers on, whether it boots into the operating system, whether the screen is dark or lit up, etc., information like that would go a long way in allowing the tech to give a useful response. In other words, if the website asks the customer the right questions, then the techs will have the tools they needs to provide a relevant answer, and that benefits everyone.

da

I see your point here Eric. I didn't want to insult anybody but as some others stated, it gets sometimes a bit weary to answer the same questions over and over again.

rdklinc, the idea with the drop down boxes is good, but were not dealing with computers only. Recently there where a lot of questions regarding lawnmowers, cars, mopeds, even toasters. But a FAQ would be a good start, i think.

da

We are trying to repair "any" device. Context sensitive drop downs would be difficult because answering if you bike "turns on" seems worthless. Automatically figuring out what drop-downs would be useful is very difficult. However, allowing you power users to create context-sensitive diagnostics things for specific devices (or family of devices) seems like a fun idea. I may shoot that idea around...

da

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Thanks to this side I opened my MacBook and fixed a stuck fan.

But before opening it again I should first have some info....

I will eventually open it again (I am not a technician but a musician)

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Some people don't have googling skills but they are able to answer simple questions. You have to know keywords before you can get worthwhile results. Googling "MacBook doesn't turn on" isn't going to help you much if you have no technical knowledge but posting that here probably will.

On the note of repeat questions we have tried to implement tools to address this issues but it is up to you the community to use them.

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They don't have to have good search skills - just search this site. Maybe START HERE should be in front of the search box.. If they typed their question first then things like wet electronics would return a quick answer about how to dry them out which would IMO benefit the customer. As part of the results they can be told to submit a question if there are 0 hits to the search. Can we include ifixIng self-help skills as a part of this DIY site also?

N.

da

Good idea. From my experience, the "start here"button should be at least twice a size of the others. What people does not see, they dont bother. And they only see POV 20*verticaly... I know from when i worked in the shop. :)

da

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