I've been told for numerous releases that Infragistics was going to beef up their documentation (as it used to be for releases years ago) and it has yet to be changed. I've provided samples over and over of things that should be easy to do (and are once you figure out the magical method that isn't documented) but aren't listed in the help file because it's automatically generated using a tool that only lists classes without examples, or decent usage examples, or even context for usage.
I'd like to challenge Infragistics to either live up to their word on the documentation OR hire a developer that has never used their controls before and have that developer try to create a robust site with both server-side and client-side code, using their controls AND only able to get information from the documenation/help file.
I don't think it can be done, or easily done at the very least. Not without having to constantly turn to the forums, or simply pulling one's hair out.
I agree, the documentation is lacking. And the forums feel like a wasteland, many posts never get an answer. And many of the questions asked could easily have been avoided with a more robust examples area.
revbones and NervousRex:
Thanks for taking the time to post here to let us know how you feel about our docs, samples and forums.
Please allow me to introduce myself. My name is Craig Shoemaker and I have recently taken on the position of Product Guidance Manager. Inside Infragistics the Product Guidance (PG) department is responsible for our docs, samples, startup solutions and any other deliverable that our customers use to learn our products.
Rest assured your frustration and concerns have not fallen on deaf ears; we are listening to you and are in the midst of a fundamental change in the way PG writes and presents content to our customers. You’re right that you’ve been told for years that, “things will change in the docs” and release after release you’ve seen the same result. Let me say, though, that our 11.1 release features a distinct departure from how we’ve approached our docs and samples in the past. Internally we’ve changed the way each department interacts with PG in order to make sure the coverage of our docs is more complete. Further, we are unveiling new and easier ways of accessing content in our docs. Finally, our quality control standards and checks are at levels higher than ever before.
I would love to have a chance to chat with the both of you over the phone if you would like. I’d really like to hear any other ways you think we can improve.
Either way 11.1 is the release where you’ll see significant change!
Best,
Craig Shoemaker
Product Guidance Manager951.310.4496cshoemaker@infragistics.com
Hi,
This looked like a great place to raise some of my issues too. Here goes:
1) The forums are great when someone works it till the end. It's so weird how sometimes a serious question is never addressed and sometimes just left in the middle. I bet everyone loses their mind trying to search the forums when the same thread comes up a dozens times in a search if there are matches in several posts.
2) Phone support is also funny. Most support people don't answer questions on first call. They need to "research it" or need to "create a sample." That process can take days to weeks. Look at my support case record. Mike D. is the only one who will figure it out right there. If he can't, he's IM ing the guys who can. The last time I had such a good guy, he was promoted to team lead and I lost him.
3) There are too many places to find information. Documentation, videos, blogs, forums, articles, knowledgebase, samples.
4) There needs to be an emergency support system even if it's charged for. Maybe per incident, maybe per hour. If we get stuck at a dead end and we need to finish a project, there is no way around the system. There needs to be somehow someway to get a problem solved when it has to be solved immediately. Sort of like a bat phone to Alex or David. We're running line of business systems which can run into a problem anytime. I'm sure everyone agrees that our deadlines are meaningless now because we can never be confident about our time needs.
I have some more issues but these are some of the biggest ones.
Ed
I entirely agree with nlehman. I have tried using support a couple of times and I am immediately asked to create a sample. As hesays it can take days of time to extract the failing code in order to create a sample, and then it takes days to get a response. This means that the quickest way is to forget support and to create some work-around or even a re-design. My support history shows similar things.
I agree withhis other points too including the emergency support idea.
Sorry about some typos but the cursor in the Quick Reply box vanishes if you move the box.....
Hello Everyone,
Although creating a sample will speed up the process for Developer Support we are here to work with you. Please email me if you find that you are "immediately being asked for a sample". Our practice is to create a sample for the functionality you are working to achieve.
DSManager@infragistics.com
Support response times are listed here:http://ko.infragistics.com/support/policies.aspx#SupportPolicies
You should let the Developer Support Engineer know about your project, timeframe and deadlines so that we can be sure to make you successful.
The ideas and issues you mentioned are taken seriously and we have a team of people that work on your experience with us. Our goal is to make it a pleasant one and my job is to make sure you are happy.
Please contact me directly the instant you need any assistance with Developer Support, so I can help you.
Have a safe holiday season,Stephani
I would agree with a post above that the AUTOGENERATED documentation is worthless. I can find out the types and methods with intellesence.
Also amazed how the most common things people would do with these components are missing from the documentation. I think users would love to SUPPLEMENT the documentation with some code snippets and comments - like a wiki. Would be nice if completed forum questions with ACCURATE answers be copied into the documentation.
Dead ends and hanging posts that are over 2 years old should be deleted.
Also being new to the product, seeing old references in the documentation to old product (i.e. ultragrid vs webdatagrid) are very confusing /
Also starting to really like the document.pdf control/library but can't believe the nocopy/noprint options are properties but not implements (i.e. future?)
Although I am still glad I purchased the Infragistics package, and eventually I get everytthing to work with the help of google or support. I find it very frustrating.
Really love the videos you made but there needs to be lots more!!!!. Think your people should all make 1 video per day on something. If they refuse, have them start writing documentation. Would be glad to assist with more feedback if it would help.
Also would recomment that you somehow integrate your support chat with the ability to connect to the user. If this could be frictionless after the first install, would speed up the problem solving a lot. Recently implemented a windows fat client with a VNC support for end users and its the best thing ever for support. Understand web based is more difficult but I use GotoAssist for my clients that I have to support and it workswell. Most of the time when the user has a problem, the code / components are right there on the screen to be seen. Lots and lots of time is wasted talking back and forth to describe the problem.
jimkennelly,
Interestingly, tech support does have the capability of calling into the clients machine now. They started it a few months ago. Why you wouldn't have heard about it is another problem here. I have requested it several times and of course it made life easier.