Wow - I just had one of the most unpleasant exchanges of my life with a lady (who shall remain unnamed) at Anubis Marketing. I mean, this was completely surreal.
She’s trying to convert a Moveable Type blog to WordPress for one of her customers, and since she “doesn’t know anything about Moveable Type” (her words), she doesn’t understand how to use the MT to WP redirect template I released.
Her position is that since I’ve released this, I am responsible for hand-holding anyone through the implementation of the template. Not only that, but offering to provide help as a contract gig is “sneaky” and that:
I’ll just make sure people are well aware of your process before ever again directing them to your site.
Either that or I’ll find someone who does offer full support on the things they create and hand out for free. I prefer integrity in the people I choose to work with and promote.
I get this kind of attitude from people every once in a while - but I never understand it.
Popularity: 7% [?]
Mark adds this Comment:
Lara ….. she used to inhabit the forums.
Did she use capitals with you too?
December 12th, 2006 at 2:52 pm
bjohnm adds this Comment:
Just doesn’t surprise me. Sounds like she’s attempting stuff she doesn’t know anything about. Can’t go to the client and ask for money to pay you, since the client is paying her.
You know, I just have a personal blog I like to tinker with. Two or three times I’ve had problems with plugins or templates I just could not get to work. After trying all on-line avenues, I did contact the authors with an offer to pay for the help.
I just don’t expect free support for free software.
December 12th, 2006 at 3:01 pm
Patrick Havens adds this Comment:
I’ve gotten similar attitude before on various projects. Generally I will try helping a little by pointing to either where the question had been asked before, and answered. Or I do what you do. Mention that actual 1 on 1 help is something I only do on an hourly basis.
It’s common in the business and by expecting free personal help, she’s showing her noviceness. I hate to put it that way, but even most free software you are expected to work it out on your own, or with what tutorials are available. And if you need 1 on 1 help you have to pay for it or hope to talk someone into helping. And in this case, she’s hired to do it, and if she needs to subcontract someone to follow directions…. then she should.
December 12th, 2006 at 3:03 pm
Daniel Pasco adds this Comment:
This sort of “you-saved-me-from-drowning-now-you-have-to-give-me-a-place-to-live-for-a-year” sense of entitlement is pretty hard to take, but her evident anger at your “sneakiness” is downright bizarre.
I think that taking the time to create such a free resource for people like her in the first place indicates a extremely high degree of integrity. It is incredible that she would imply that you lacked it in any way.
December 12th, 2006 at 3:09 pm
Chris adds this Comment:
*sigh* some people just don’t have any Home Training these days-
December 12th, 2006 at 3:23 pm
Tom Chandler adds this Comment:
Uhh, isn’t Anubis the God of Death or something?
In that case, you’re very lucky she didn’t get really pissed off…
December 12th, 2006 at 3:30 pm
Jeremy adds this Comment:
Y’know, I’ve generally received great support from free software developers. But, I think a lot of that comes from looking for myself first, knowing at least a bit of the subject we’re talking about, and being concise.
Most of the time, if you can posit a well-formulated and short question, authors will drop you a note. If you get the brush off, you get the brush off and that shouldn’t be a big deal.
I’ve only ever had one person be outright rude while demanding payment at the outset, but that’s an outlier. I just didn’t reply. He could have simply said he didn’t offer free support.
December 12th, 2006 at 3:41 pm
BillH adds this Comment:
She may not know anything about Movable Type, but she knows even less about crediting the software she (or her company) is using. Nowhere on their site do they mention that they are using WordPress to power their site. One quick check into the source and it’s easy to see that they ARE. Every one of my client sites that use WP gets the “Powered by WordPress” credit somewhere on the page - usually on all pages.
So she’s angry that you don’t hold her hand? Her client should be angry that she takes on tasks that she cannot do or properly outsource! The greater problem is that the MT to WP importer is well enough documented to easily import all posts (at least it was three years ago when I did it). I can’t imagine telling a client that something would get done without knowing how to do the task or knowing where to outsource it.
December 12th, 2006 at 3:46 pm
pat adds this Comment:
This is really a ridiculous stance taken by the lady… I don’t think she understands the whole concept of “free service” being offered in this open environment… come on! keep up the good work Alex
December 12th, 2006 at 4:25 pm
felipe.lavin adds this Comment:
And that’s why it’s sooooo good (and important) to have limitation of responsabilites clauses on the GPL isn’t it?
…which she should have read before protesting, of course
December 12th, 2006 at 4:55 pm
Annie adds this Comment:
Why do people have to be so downright nasty? I had a blog on a health blog site and asked for it to be removed. The owner immediately blew up at me and I had several horrible emails about it. In the end I gave in. I have a had some great free support via the WordPress support forums, namely from Podz and Spencerp but I certainly wouldn’t expect free support for a free product.
December 12th, 2006 at 5:22 pm
Patricia Müller adds this Comment:
Surreal is an accurate word to describe it. Bizarre… And yes, obviously she’s clueless about the whole thing. I get my share of weird things in my email as well. But this one beats them all.
December 12th, 2006 at 5:25 pm
Kissing Bandit adds this Comment:
Astonishing. Especially when you consider their fees.
When will people learn that free software does not entitle them to free support.
KB
December 12th, 2006 at 5:26 pm
Chris adds this Comment:
After hearing this, I’m not so sure ignorance is bliss … this woman obviously isn’t enjoying it.
December 12th, 2006 at 5:45 pm
Matt W adds this Comment:
For what it’s worth, I greatly appreciate the help you give me from time to time, whether it’s regarding something you’ve made, or just getting your opinion about a subject … just know, I really do appreciate it.
December 12th, 2006 at 5:49 pm
Lisa adds this Comment:
Amazing. I’ve had my fair share of these types - and for some reason, it never ceases to make me do a double take. One day - I’ll stop being so shocked by a complete lack of gratitude.
You do amazing work, Alex - - hopefully the hundreds of us who are very appreciative of your work and efforts overshadows those that aren’t.
Cheers!
December 12th, 2006 at 6:10 pm
Andrew adds this Comment:
People of this kind are not worth the time getting upset over. They are out to get whatever they can by any means other than proper recompense.
The prospect even as a contracting jon doesn’t sound all that appetising either.
You do terrific work to benefit everyone. I for one appreciate it.
December 12th, 2006 at 6:38 pm
Geof F. Morris adds this Comment:
I agree with Andrew. Simply by posting this, you’ve simply proven that none of your readers will ever frequent this particular firm. I think that’s payment enough for her bitchiness.
December 12th, 2006 at 8:24 pm
markku adds this Comment:
Now this is really annoying. It happens every few times and I myself couldn’t understand why people think it’s your responsibility to help them just because you gave them a product or a service, for free. They don’t even bother to read the license. The GPL clearly states what they should expect regarding guarantees and all that.
In a much larger context, some people just tend to demand so much when you give them a bit of something. Give an inch and they want a yard. Whew!
December 12th, 2006 at 8:38 pm
Zachary Krannert adds this Comment:
As I have always seen it, if I have payed for the program I am deserved an email asking a question about like in netnewswire - is there a way for certain feeds to always be marked as read or not appear in the amount unread, other than that I dont deserve and free support especially with free software. I have sent emails asking questions but it is very specific and is a one answer question and I thank greatly. Alex you do an awesome job and that lady is out of her mind.
December 12th, 2006 at 8:46 pm
dandyna adds this Comment:
how sad. If she is a webdesigner-developer and works for clients, she would go and learn MT. Nobody has time and patience and money and will to be a volunteer. I’m totally with you.
December 12th, 2006 at 8:50 pm
John Horne adds this Comment:
Send her company a bill for your time anyway.
December 12th, 2006 at 9:09 pm
Derek adds this Comment:
Sounds to me like she’s just behind and/or in over her head on her project. Fine, we’ve all been there - but the test of one’s professionalism (or even, adulthood) is in how one handles it.
Seeking help? Appropriate, responsible thing to do. Taking out your frustrations by insulting the person whose help you need? Ehh… not so much.
December 12th, 2006 at 9:50 pm
Andreas adds this Comment:
This happens almost every day. There are a lot of people out there who don’t understand how everything works. A few of them get angry, and it can cause some pretty annoying dilemmas for people who don’t deserve it…
For me, the usual attack point is: Since I have released a number of free website templates on the web - I am automatically expected to help each and every one of the 500.000 people who are currently using them (including more than 150.000 WordPress users with themes based on my designs) to install, customize and even promote their sites. And as if that is not enough, many visitors of the sites that use my themes and templates believe that they can e-mail me about the content of these hundreds of thousands of sites. Even despite the fact that I have clearly explained that this is not possible on my contact page.
I have developed very good ways of handling these kind of demands. Generally, being nice and explain things in a friendly way works best. But after explaining the same thing 20 times over, it is not fun anymore.
Writing out the story like you have done here is not a good thing to do, since it creates more anger. Write about the problem (and educate people) in the blog, rather than writing about the people who don’t have the proper knowledge in how things work. Then point these people to the posts where you describe the problem! If they still don’t understand, then simply ask them to hire someone who can educate them in how things work - and then contact you again when they understand it.
If you need a few good advices, feel free to contact me and I’ll share a few exciting stories.
December 13th, 2006 at 1:36 am
Richard Silverstein adds this Comment:
Wow, when I first started using WP I came over fr. Typepad and anyone using WP who offered me any conversion help, free or paid, would’ve been gratefully accepted. This woman just doesn’t realize how complex the conversion process can be (esp if you want to preserve yr old TP links). She should be treating you w. kid gloves instead of using veiled threats.
What’s odd is that she’s threatening to besmirch yr reputation, which she can’t do because you already have a stellar reputation among WP users who know yr plugins & other work. So who’s she fooling? THe only thing she’s doing is spoiling her own reputation (remember, that’s “ANUBIS”).
The longer I’ve been using WP the more comfortable I am with paying folks like Alex for their hard-earned expertise. And I’m speaking as someone who has a completely non-commercial blog which earns very little income. But I figure, if you want something to really work & work the way you want it to–why not pay someone to help you do that?
December 13th, 2006 at 1:46 am
dandyna adds this Comment:
@Andreas: that happens also for me, who I have released only three o four ugly layouts for WP, I can Imagine how stressfull can be for you with your big work! :*
December 13th, 2006 at 2:03 am
Andy Beard adds this Comment:
Support via forums or comments works great as that then helps future users as well.
I even give free support on other people’s forums all the time. It might not be in the Wordpress support forums, but 100s of forums have discussions regarding Wordpress every day.
Some people don’t realise the costs of developing and supporting free software.
Sure some people develop stuff for fun, others have their clients paying them to implement things, that can then be released at least in part to the community.
At the end of the day, support takes time, and for most people, time = $$$ to a greater or lesser extent.
There are other ways to monetise free plugins other than paid support or donation buttons. I am experimenting with this on my disclosure policy plugin site.
December 13th, 2006 at 3:36 am
René adds this Comment:
“She’s trying to convert a Moveable Type blog to WordPress for one of her customers..”
What is she paying you for your free weblog software?
Well, as we call it in Holland(europe)”You had a new learningmoment out of it”
Bye bye
December 13th, 2006 at 3:55 am
GaMerZ adds this Comment:
it is like that, I offer support for my plugins and sometimes it happens, but it is the minority.
December 13th, 2006 at 6:34 am
mariano adds this Comment:
well.. after seeing what she designs in WP… i think you´re lucky to NOT get mentioned on her “consulting business”
December 13th, 2006 at 8:01 am
Alistair adds this Comment:
I just don’t get that attitude, if something does not work for me and I cannot get any help to fix it AND I just don’t have enough time to learn how to do it myself, then like the code idiot that I am I just don’t use it
What people should not do is start moaning at people because of their own lack of knowledge.
December 13th, 2006 at 9:18 am
Jeff Licquia adds this Comment:
Looks like Anubis is striking back:
http://www.anubismar[...]ce-goes-bad/
http://www.anubismar[...]bashing-101/
No link back here, no opposing side, lots of allegations. The evidence she does provide is consistent with Alex’s side of the story.
December 13th, 2006 at 10:43 am
Bill adds this Comment:
With her huge readership, I’m sure those articles will sweep the blogophere in no time.
Another fun comparison tool here:
http://www.text-link[...]/blog_juice/
December 13th, 2006 at 11:00 am
Ajay adds this Comment:
Thankfully, I haven’t faced any situations like this.
If shes not willing to pay she might as well not bother even contacting you.
I’ve made it clear on my blog that if a user wants support from any avenue other than my support forum, they should be ready to cough up something.
Hey, I gotta eat! Freeware doesn’t support that! And I make sure everything I release is well tested.
December 13th, 2006 at 11:32 am
Bill adds this Comment:
Wow Jeff, she deleted your comments on her posts!
December 13th, 2006 at 11:41 am
Datapoohbah adds this Comment:
I think what we have here is a failure to communicate.
Can’t we all just get along
December 13th, 2006 at 12:21 pm
Jeff adds this Comment:
You guys are being so tough on here. It would be different if there was something on the page explaining that the free stuff is unsupported and that paid support options were available… oh, wait:
Well maybe she overlooked that one. I mean it isn’t like it’s on the Contact page… oh, um:
Well, I guess you aren’t being too hard on her.
December 13th, 2006 at 12:48 pm
G. A. Harrison adds this Comment:
Like so many others out there I appreciate the great work that Alex and many other WP developers do for the rest of us.
Personally, I think that someone should hit that woman upside the head with a Louisville Slugger. Where else in world are you going to get so many great tools for free.
I you have a problem, pay for support. Otherwise, just smile, say thanks and find something else that works for you.
December 13th, 2006 at 1:57 pm
Philip adds this Comment:
Slacker! Who do you think you are, working for free and not providing good support to someone who can’t follow directions?!?
December 13th, 2006 at 6:36 pm
Geof F. Morris adds this Comment:
Guys, just because this lady is clueless doesn’t mean that we should speak menacingly or threateningly towards her. That just makes all of us look like an angry lynch-mob, and we don’t want that.
December 13th, 2006 at 7:36 pm
Adam adds this Comment:
Ok, I know those two posts were up on her site this morning, but when I went back to check out the comments just now - it appears as though she’s taken both posts down.
man-o-man, the drama here is almost as good as an episode of Beverly Hills 90210.
December 14th, 2006 at 10:56 am
Adam adds this Comment:
Oh, but now she’s got another one up:
http://www.anubismar[...]our-clients/
December 14th, 2006 at 10:57 am
Jeff adds this Comment:
Wow, I’d say she has demonstrated nicely which of these two “lacks integrity and professionalism”.
December 14th, 2006 at 11:10 am
Jeff Licquia adds this Comment:
For what it’s worth, my comments on her blog were not abusive or otherwise inappropriate. They went something like this:
“For the other side of the story, click here.”
(”here” being a link to this post)
I suppose some people might take links to opposing views as “attacks”.
I see she’s disabled comments on her blog. Good for her; I vastly prefer people to be upfront about not tolerating dialogue.
December 14th, 2006 at 2:18 pm
Antonio adds this Comment:
I’ve had similar experiences with other people. I’ve found that it’s usually ‘corporate’ people who think like this.
They think everything should be handed to them.
How did things turn out?
December 14th, 2006 at 9:59 pm
Bill adds this Comment:
I had saved the blog posts she took down so I put them up here and here. Just click the free ‘download’ button.
December 15th, 2006 at 1:04 am
Lee Kelleher adds this Comment:
Looks like she’s finally turned to the wp-pro list.
http://comox.textdri[...]/000189.html
December 20th, 2006 at 6:28 am
A Fool’s Wisdom » Most Common Complaint of Free Software Developers adds this Pingback:
[…] installs. It affects me a little when people are demanding or rude. [↩]Alex King’s That’s Gratitude [↩]Share This This entry was written by Lloyd and posted on 2007-05-04 at 08:01 and filed […]
May 4th, 2007 at 10:12 am
brian adds this Comment:
Oh, man I have been there myself. People never cease to amaze me.
May 25th, 2007 at 9:41 am