Wordfast Consumer Care.
Thread poster: maciejm

maciejm  Identity Verified
Local time: 19:05
English to Polish
+ ...
Mar 2, 2002

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


to WinZip (the usual utility to unzip zipped files), or Stuffit


(same on a macIntosh) etc etc. I apologize, but I can\'t afford to


computing skills by mails.

Hope you find support locally.

All the best,

Yves Champollion




Theodore Fink
Local time: 13:05
Portuguese to English
+ ...
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.


Li-chuan Yen  Identity Verified
Local time: 02:05
English to Chinese
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.


Mats Wiman  Identity Verified
Local time: 19:05
Member (2000)
German to Swedish
+ ...

Go to the Wordfast group: Mar 3, 2002


For the unzipping, go to:


where you can download WINZIP 8.1

Best regards

Mats Wiman


Ralf Lemster  Identity Verified
Local time: 19:05
English to German
+ ...
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...


Vesna Zivcic  Identity Verified
Local time: 19:05
German to Croatian
+ ...
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.


Pilar T. Bayle (X)  Identity Verified
Local time: 19:05
English to Spanish
+ ...
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 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,



maciejm  Identity Verified
Local time: 19:06
English to Polish
+ ...
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.


two2tango  Identity Verified
Local time: 15:06
English to Spanish
+ ...
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 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.




Guido Dalla Fontana (X)
Local time: 19:06
English to Italian
Analogy Mar 3, 2002

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.




Andrzej Lejman  Identity Verified
Local time: 19:06
Member (2004)
German to Polish
+ ...
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.

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



Patricia Posadas  Identity Verified
Local time: 18:06
Member (2002)
English to Spanish
+ ...
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?!


Silvina Beatriz Codina  Identity Verified
Local time: 15:06
Member (2002)
English to Spanish
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 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 ]


Dora O'Malley  Identity Verified
United States
Local time: 12:06
Member (2003)
English to Spanish
+ ...
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 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.



To report site rules violations or get help, contact a site moderator:

You can also contact site staff by submitting a support request »

Wordfast Consumer Care.

Advanced search

memoQ translator pro
Kilgray's memoQ is the world's fastest developing integrated localization & translation environment rendering you more productive and efficient.

With our advanced file filters, unlimited language and advanced file support, memoQ translator pro has been designed for translators and reviewers who work on their own, with other translators or in team-based translation projects.

More info »
CafeTran Espresso
You've never met a CAT tool this clever!

Translate faster & easier, using a sophisticated CAT tool built by a translator / developer. Accept jobs from clients who use SDL Trados, MemoQ, Wordfast & major CAT tools. Download and start using CafeTran Espresso -- for free

More info »

  • All of ProZ.com
  • Term search
  • Jobs
  • Forums
  • Multiple search