Wordfast Consumer Care. Thread poster: maciejm
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maciejm 
Poland
Local time: 13:17
English to Polish
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I am not familiar with using translation tools such as TRADOS so I was very glad to find out that I could download a free translation software called Wordfast. However, after having downloaded it I did not know how to unzip the file - I am not a computer expert - so I thought it would be a good idea to contact the company and ask them.I gave them the details of my computer and was absolutely shocked to receive the answer, which I enclose below. Frankly speaking, I can hardly think of a more arro... See more I am not familiar with using translation tools such as TRADOS so I was very glad to find out that I could download a free translation software called Wordfast. However, after having downloaded it I did not know how to unzip the file - I am not a computer expert - so I thought it would be a good idea to contact the company and ask them.I gave them the details of my computer and was absolutely shocked to receive the answer, which I enclose below. Frankly speaking, I can hardly think of a more arrogant attitude or am I just stupid.
\"Please seek advice from people around you. Hopefully, you should
receive some
basic idea of what computers are all about.
using a translation tool is actually more complex than even
unzipping a
file. My best advice is to pay for, or find somehow, a crash course
in the
basic techniques of modern computing.
Answering your question on what it takes to unzip a file is
complex, since
it depends on whether you have a Macintosh, whether you purchased a
license
to WinZip (the usual utility to unzip zipped files), or Stuffit
Expander
(same on a macIntosh) etc etc. I apologize, but I can\'t afford to
dispense
computing skills by mails.
Hope you find support locally.
All the best,
Yves Champollion
http://www.champollion.net
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| He was just dumb! | Mar 3, 2002 |
He went to all that trouble and all he needed to say was: Download free version of WinZip if you have a PC.
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| Being independent | Mar 3, 2002 |
Unfornately the computer technology is going very fast and it may be difficult to keep up with it.
However, I would like to express my gratitude to Champollion by developing and sharing Wordfast. Considering what you get when you purchas Trados, a free software like Wordfast should be appreciated. I think it\'s better to look for support from the Yahoo Wordfast group.
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Mats Wiman
Sweden
Local time: 13:17
Member (2000)
German to Swedish
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In memoriam
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Ralf Lemster
Germany
Local time: 13:17
English to German
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| Concept of "consumer" | Mar 3, 2002 |
I have no idea about Wordfast (some people around me have expressed their concerns that I might one day marry Trados ), but the concept of \"consumer care\" with something you get for free strikes me as odd...
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| What is so shocking | Mar 3, 2002 |
I fail to see anything shocking about the mail you have received. Mr Champolion even appologizes to you, so there is nothing arogant about his reply either.
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Pilar T. Bayle (X)
Local time: 13:17
English to Spanish
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| I am a little bit surprised | Mar 3, 2002 |
Maybe I will sound arrogant, but I see the point at Wordfast. Their staff is there to assist you with specific topics related to their program (which they give you for free). But I doubt they are there to teach you how to use your computer. Winzip has been around for the longest time. It is recognized as a useful and common tool, one that is used by translation agencies all over the world. What will you do when your next assignment comes in zipped? What will you do when they ask you to do an FTP... See more Maybe I will sound arrogant, but I see the point at Wordfast. Their staff is there to assist you with specific topics related to their program (which they give you for free). But I doubt they are there to teach you how to use your computer. Winzip has been around for the longest time. It is recognized as a useful and common tool, one that is used by translation agencies all over the world. What will you do when your next assignment comes in zipped? What will you do when they ask you to do an FTP to download the materials you are supposed to work with?
Personally I am no computer wiz (although some of my friends come asking for advice), but I do know the way it works (and yes, I have opened it several times and installed my own hardware). I would suggest you ask for help from a more knowledgeable friend, so that you can start working with the basics. Agencies (PMs) will only explain you the use of new programs or some specific tool they are very interested in using.
I would ask my friend to teach me Office (complete), Internet (mail, FTP, searches), utilities (winzip and others). This way you will be ready to face any \"challenge\" for your next assignment.
Good luck,
P. ▲ Collapse
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maciejm
Poland
Local time: 13:17
English to Polish
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TOPIC STARTER | Thank you Theodore and Mats | Mar 3, 2002 |
I would like to thank Theodore Fink and Mats Wiman for their comments. The point is that I asked Mr.Champollion just for simple piece of information - \"use Winzip\" - and not for any comments on my computer literacy or any form of private tuition. Now that I know how to unzip the file I will take my time to learn how to use it, as simple as that.
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two2tango
Argentina
Local time: 08:17
Member
English to Spanish
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| In defence of Mr. Champollion | Mar 3, 2002 |
Apart from Trados, we have downloaded and have proudly used Wordfast, and we have received very good support from him and from the forum supporting the product.
I hope I will not sound arrogant myself, but I share Yves\' opinion that knowing to use your computer fall outside the responsibility of a specific software vendor\'s customer support.
I sincerely wish you had taken a little time in thinking over the contents of your letter, once you have started using Wordfast and it... See more Apart from Trados, we have downloaded and have proudly used Wordfast, and we have received very good support from him and from the forum supporting the product.
I hope I will not sound arrogant myself, but I share Yves\' opinion that knowing to use your computer fall outside the responsibility of a specific software vendor\'s customer support.
I sincerely wish you had taken a little time in thinking over the contents of your letter, once you have started using Wordfast and its forum extensively, you will regret it.
By the way, what you need is downloading Winzip from the Web (Win RAR is a good alternative). Afterwards you double-click in the program\'s icon and then Extract the file in question to the desired directory.
Regards,
Haydée
[addsig] ▲ Collapse
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Guido Dalla Fontana (X)
Local time: 13:17
English to Italian
I am not familiar with using home shopping catalogues so I was very glad to find out that I could be sent a free catalogue called XXX. However, after having received it I did not know how to open the envelope - I am not a stationery expert - so I thought it would be a good idea to contact the company and ask them. I gave them the details of my letterbox and was absolutely shocked to receive the answer, which I enclose below. Frankly speaking, I can hardly think of a more arrogant attitude or am ... See more I am not familiar with using home shopping catalogues so I was very glad to find out that I could be sent a free catalogue called XXX. However, after having received it I did not know how to open the envelope - I am not a stationery expert - so I thought it would be a good idea to contact the company and ask them. I gave them the details of my letterbox and was absolutely shocked to receive the answer, which I enclose below. Frankly speaking, I can hardly think of a more arrogant attitude or am I just stupid.
I don\'t mean to be negative, but knowing about basic use of zip technology is not computer experts stuff... and if you want to translate on-line you ABSOLUTELY NEED at least some 101 computer literacy.
Ciao
Guido ▲ Collapse
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Andrzej Lejman
Poland
Local time: 13:17
Member (2004)
German to Polish
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| It's no wonder for me | Mar 3, 2002 |
Dear Maciej,
Maybe I am not a computer guru, but I am familiar with computers, simply for the reason I am working for a computer magazine not only as a translator but also as author.
Due to this, I must say that it is a very common practice for free software - sorry, no support available.
I am also very concerned about you as for working with Wordfast when you cannot even unzip a file. Wordfast requires more understanding of computers than working with MS Word.... See more Dear Maciej,
Maybe I am not a computer guru, but I am familiar with computers, simply for the reason I am working for a computer magazine not only as a translator but also as author.
Due to this, I must say that it is a very common practice for free software - sorry, no support available.
I am also very concerned about you as for working with Wordfast when you cannot even unzip a file. Wordfast requires more understanding of computers than working with MS Word.
The attitude of Mr. Champlion was a little bit coarse, but in fact, you should be glad not beeing sent to the hell.
P.SW. I you have some problems regarding computers, do not hesitate to contanct me. It will be a pleasure to me - as far as I can help you.
Best regards
Andrzej ▲ Collapse
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| I also like Wordfast | Mar 3, 2002 |
I am surprised at the reaction of Yves Champollion, he is usually very helpful. However, if you ask him questions about using Wordfast I\'m sure he\'ll help. Maybe we can\'t expect more from him?!
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| Customer service | Mar 4, 2002 |
The WordFast tool might be the eighth wonder of the world, but I don\'t see what they expect to obtain by giving such answers to a customer\'s query.
OK, so imagine yourselves in this situation: you are a translator, you clearly establish in your CV/profile/webpage that what you do is to translate WRITTEN material such as books, manuals, journals, etc. One day, you receive a mail from a guy you\'ve never heard of, and he explains that he will have a series of meetings with l... See more The WordFast tool might be the eighth wonder of the world, but I don\'t see what they expect to obtain by giving such answers to a customer\'s query.
OK, so imagine yourselves in this situation: you are a translator, you clearly establish in your CV/profile/webpage that what you do is to translate WRITTEN material such as books, manuals, journals, etc. One day, you receive a mail from a guy you\'ve never heard of, and he explains that he will have a series of meetings with local businessmen and he needs a \"translator\" to accompany him to the meetings and translate whatever he and the businessmen will discuss. In other words, what he needs is an escort interpreter, not a translator. But the guy, you see, is completely clueless.
What do you do: do you write to this man a scathing and sarcastic note about his ignorance about the translator business and his inability to understand the difference between translators and interpreters, or do you use the same time you would employ to write the sarcastic note and explain in a few words that you cannot help him, that what he needs is an interpreter, what interpreters do and how they charge for their services, and refer him to an interpeter you know or to some place where he could find what he needs?
I think the answer is obvious. Customer service is not about answering always the same five questions directly related to your product, but going the extra mile to help your customer in whatever way you can. If you do, the customer may probably come back to you. If you play the wiseass with your customers, it is a cinch they will never show up again, and most probably their friends and acquaintances will not show up either.
[ This Message was edited by: on 2002-03-04 12:26 ] ▲ Collapse
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Dora O'Malley
United States
Local time: 06:17
Member (2003)
English to Spanish
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| Yves Champollion has given us a great tool free and he is a very nice person | Mar 4, 2002 |
Yves Champollion has answered all my questions very nicely when I needed help and I have recommended his product to all my friends and colleagues simply because I think it is powerful and very easy to use.
Please, understand that Yves is a programmer not a computer trainer, so he cannot answer all our questions.
Wordfast is the best tool in the market and it does not cost you much. (The best can be free!)
Now that we have a WordFas... See more Yves Champollion has answered all my questions very nicely when I needed help and I have recommended his product to all my friends and colleagues simply because I think it is powerful and very easy to use.
Please, understand that Yves is a programmer not a computer trainer, so he cannot answer all our questions.
Wordfast is the best tool in the market and it does not cost you much. (The best can be free!)
Now that we have a WordFast forum, the questions are resolved there so Yves has more time to continue developing and improving his CAT tools.
The WordFast group is www.yahoogroups.com Select group, you can choose:
1- receive all posts by e-mail, daily summary o no e-mails. You can access the archives when you want.
I will be sending you and Yves my “WordFast Quick Installation Guide for Beginners” - based on experience and the information provided by Yves on his manuals. (Read the WordFast White Book and Manual too). I hope it can help.
Good luck and enjoy it! You will love WordFast.
Dora O’Malley
EurUS Inc.
[email protected]
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