Not at ALL What You Thought

Tuesday, August 31, 2010

Technical "Support"

FYI: Micrograde is a virtual gradebook. It's sold by Chariot.

On Sat, Aug 28, 2010 at 3:41 PM, J. A. Blackwell wrote:

I'm trying to install Micrograde 6.0 on my Mac. Everything works but the serial number: when I type it in, I get the error message: "This is a Windows serial number. Contact Chariot for a valid Macintosh OSX."

Please advise.

J. Blackwell

On Mon, Aug 30, 2010 at 3:01 PM, Technical Support wrote:

What is the serial number you are using?

On Mon, Aug 30, 2010 at 1:09 PM, J. A. Blackwell wrote:


On Mon, Aug 30, 2010 at 4:37 PM, Technical Support wrote:

This license is only for Windows. Because it is a site (school) license, if you want to add a Mac license, the entire site license must be upgraded. The cost to upgrade the entire license (providing serial numbers for both Mac and Windows) would be $1,245.00

On Mon, Aug 30, 2010 at 2:54 PM, J. A. Blackwell wrote:

Yes. As I told you, the error message said that it was a Windows serial number. However, the software is labeled as "compatible with Mac AND Windows."

So now you're saying the label is in error?

On Tue, Aug 31, 2010 at 11:19 AM, Technical Support wrote:

No. I'm not saying that. Pay attention!

Just because the software is compatible with both Mac and Windows, just because MicroGrade will RUN on a Macintosh, that does not mean YOU have the right to run it on a Macintosh.

On Tue, Aug 31, 2010 at 9:53 AM, J. A. Blackwell wrote:

Please try not to be rude.

As I am a professor at the college which bought the Micrograde software --and I am attempting to use it at home as well as at work-- I am paying attention. I have to inform the library that the software is in fact compatible with Macs --because the pertinent license --which would enable the professor to actually the software on a Mac-- will cost the college another $1K.

I will pass on this conversation. Thank you for your attention (if not your courtesy).

On Tue, Aug 31, 2010 at 1:13 PM, Technical Support wrote:

You got what you gave. If you don't want to be lectured, don't lecture.

Nonetheless, if you are the only professor planning to use the software on a Mac, it would be much less expensive to purchase an individual license only for yourself. The regular price is $89.95, but it can be purchased online for $79.95 at this address:


"Lecture"? I asked a few questions, for the sake of clarity. I asked for help.

Thank you again.

On Tue, Aug 31, 2010 at 1:30 PM, Technical Support wrote:

"Yes. As I told you, the error message ..."

On Tue, Aug 31, 2010 at 2:00 PM, J. A. Blackwell wrote:

Ah. Because you repeated what I had already said, and I pointed that out, you call that "lecture," not clarification.

I see. I've sent our conversation to those in charge of software purchase for our library.

On Tue, Aug 31, 2010 at 4:04 PM, Technical Support wrote:

No, the underlining, you genius. The underlining. Emphasis has a subtext that is usually more powerful than the words themselves. Didn't they ever teach you that in school? It's why God invented italics. If you don't understand that, you might want consider banishing underlining from your written repertoire. (And take a remedial interpersonal communication course.) But I think you do understand that and you're just playing the innocent. (Not too convincingly.)

"I see. I've sent our conversation to those in charge of software purchase for our library." Meaning what exactly? Do you think that's some kind of scary threat? You haven't spent a dime here for over 6 years. We're not holding our breath. If you don't want the school to pony up for the Mac version, that is more of an inconvenience to you than to us. Go ahead and cut off your pretty nose to spite your lovely face.

Oh, and don't forget to send this along to them as well.

On Tue, Aug 31, 2010 at 4:41 PM, J. A. Blackwell wrote:

There is no difference between underlining and italics. Both are emphatic typography. The problem is not my underlining, but your over-reaction to it.

I don't threaten. I inform.

Thank you again for your attention.


  • At 8:25 AM , Blogger Elayne said...

    *shocked speechless*

  • At 8:54 AM , Blogger Ranuel said...

    I hope that you also forwarded this exchange to someone in this company as well. I've come to expect a certain level of incompetence in tech support but this is just beyond anything any frontline customer service employee should be able to get away with.

  • At 12:47 PM , Blogger InfamousQBert said...

    what the everloving f***?

  • At 8:50 PM , Blogger Jennifer Leaver said...

    Me: I am very disappointed that I have not heard back from anyone from tech support. I called and left a message and emailed also. I reinstalled micorgrade onto my netbook, and I am spending the day re-doing work I have already completed because students require an updated grade report. You need more tech support so that you can respond to problems immediately. I am extremely irritated that I have to re-do work because I have not heard from anyone and therefore cannot find another solution.

    Micrograde: I agree! It is soooo very irritating when you have a 30-day free trial and you wait until the very last second (actually, beyond the very last second) to seek assistance to help you avoid the train that has been steaming down the tracks (VERY SLOWLY!) for the past 30 days. I am soooo glad you refused to own the failure which so clearly belongs to you. It is soooo much better that you try to pin the blame on us for failing to respond in LESS THAN ONE DAY just because YOU failed to plan ahead for THIRTY DAYS!

    And the icing on the cake (for me) is you didn't need to re-enter all the class grades into MicroGrade on your Windows computer; all you needed to do was copy the MicroGrade class files from your Macintosh to your Windows computer and add a .cls to the end of each class file name ... and the Windows version of MicroGrade would open them up lickety-split!


    Just deserts, indeed!

    Re: "I would like to have Micrograde registered on my work computer which is a PC and my home computer which is a Mac. Do I really have to buy 2 licenses because I cannot afford that!"

    Yes and no.

    No. You do not have to buy two separate individual licenses for the full price.

    Yes. You do have to buy a second license for a reduced multi-license price. I am not in the office at the moment so I cannot see your current license, but I'm going to assume it is version 6.1 or higher. If that is correct, the price for a corresponding Macintosh license is $29.95.

    You can place the order at this web page:

    Click on the Order button next to "Mac OSX (Intel) - Higher Ed Edition - Upgrade - From Version 6.x to Version 6.1.4 120-3304INT" In the comments text box, type your current Windows MicroGrade serial number and mention that this purchase is a "side-grade" to Windows.

    Thanks for the giggles. We're oh soooo sorry!


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