In the optimum case, a customer's error messages are quick and precise, describing a reproducible error. However, this is not often the case. Frequently, the customer's error messages indicate operating errors, describe the symptoms of the error only vaguely, and it is not uncommon to be unable to trace the path the customer took before the error occurred. This article deals with the requirements for the customer's error messages.
Error messages from the customer are often caused by poor performance on the part of the IT provider.
Before I go into this, I would like to briefly discuss the topic of program error messages and user help, since both topics are closely intertwined. Often the providers of IT services make life difficult for themselves by designing the help function of a program inadequately or by not providing any information in the manual. A help function recognized by the courts must only state that the user has made an error; it must also tell the user what the error is and how to avoid it in the future. Corresponding information can also be provided via the user manual (operating manual) or via training courses and training documents. But: In very, very many cases, IT providers react annoyed to customers who make the same mistake over and over again. Here, the cause may also be a lack of the just mentioned obligations of the IT provider and one may think about whether it might not be worthwhile to program the user manual or help function differently. If you do not have a really functioning help function (it is not enough for a pop-up window to open and name an error with a number code if the customer cannot read at any point what error he has made and how he can avoid the error) and do not have a good user manual that at least explains the customer's essential functions - such as the help function - with sufficient depth, you should have a high tolerance threshold for error messages from customers.
In the following sections you will read
- The customer's obligation to give notice of defects without undue delay
- Content requirements
- Unjustified complaints of error
