alt Hacker NewsThe value of a product community forum is proportional to the technical abilities of its users.
The Apple and Microsoft community support forums may have had more value years ago when the only people who knew how to find and use a forum were already technical. It’s hard to imagine now, but there was a time when making an account on a site to talk to other people was unusual for average people.
Today, the only useful community support forums I visit are for highly technical products. Anyone participating has a baseline level of competency to even get into the software or hardware, so conversation quality is higher.
The Apple (and Microsoft) community forums almost always have a 12–page thread of people having my same issue and no solution. There is also the strange phenomenon of the community members who want to be very helpful but are only copying and pasting “have you tried turning it off and back on again” or “wipe your device and reinstall” non-solutions.
I’m surprised the Apple community forums lasted this long. I can remember a couple solutions I found there, but most of my visits were frustrating experiences of clicking through pages of threads of people complaining about the same thing. Even when someone did post a solution, it could get lost in infinite posts from users who didn’t know how to use a forum but kept adding complaints to the thread.
Replies
Small correction: proportional, not inversely proportional.
I mostly agree, but my tiny amount of interaction with the Apple forum, on rather technical matters, highlighted another factor: The specific macOS error messages I was researching were beyond useless and seemed to have thousands of unrelated possible causes and solutions. So I found thread after thread, some with many pages of posts, offering many different solutions that worked for some people and not for others.
Microsoft in particular has this tendency to hire random people who have no idea what the product is about and let them loose on the forums to “answer” questions. You end up with a lot of -msft aliases replying complete nonsense.
Like a post about how chrome on windows doesn’t work with a DNS error, and the -msft person reply was instructions to go to the control panel and open IE settings and clear the cache. Like wth? Then they wait for few days, maybe ask if that solves the problem to no reply, then accept their own answer as an answer to resolve the post.
>strange phenomenon of the community members who want to be very helpful
Yea, those are annoying. "Turning on and off 50 computers is obviously not the solution".
With that said, individual computer problems can be very hard to solve. There are just so many different possible things going wrong. Now, if you get lots of people reporting it, and the reports point to a common cause then it's something that should be investigated.
> There is also the strange phenomenon of the community members who want to be very helpful but are only copying and pasting “have you tried turning it off and back on again” or “wipe your device and reinstall” non-solutions.
Hi Charles. I'm Greg, 10 years awarded Windows MVP, specializing in Installation, Performance, Troubleshooting and Activation, here to help you.
makes my blood boil. I'll take claudisms instead any day
> a 12–page thread of people having my same issue and no solution
That echos exactly my experience there. That or one post with a question, one reply asking for more information, and then nothing.