Exactly the article brushes over this too, painting it as not abbig deal. But IMO it is a huge deal. Open source licensees have very few terms usually, making the terms that do exist extremely important to satisfy so that a user is in good standing.
This phrase in the article in particular is frustrating:
DeepDelver calls this “stealing intellectual property,” which is a bit of a stretch, since open source tools are freely available to be used, if they are properly credited.
Oh because my license terms are more liberal, it doesn't matter as much when you break them?? Really? Bonkers that they would publish that.
Even once you've managed to verify, Google love throwing more challenges at you if you want to keep your apps in the store. "You need to declare your blood type or we will remove your apps in 30 days". I removed my apps myself as it was turning from a hobby to an unpaid job just to keep the apps in the store.
I would imagine that most people who call are doing so because the "online help" can't help them. People want their problem fixed as quickly as possible, no-one wants to call a call centre.
I would actually expect support calls to be more bimodal between customers who use them as a last resort or first resort. If I'm calling support for something then I have probably already tried everything within my power. But there are absolutely people who will call as the first step, for a variety of reasons (maybe they're too technologically illiterate to even approach the problem, or maybe they feel like being a customer entitles them to technical support, which isn't totally unjustified).
> I would imagine that most people who call are doing so because the "online help" can't help them.
Based on the anecdata I have, this is very false.
My brother used to work tech support for X-Box Live. He said 80% of his calls were for password resets, something anybody could self-service in less time than it takes to find the customer support phone number.
Sure, there were cases where they no longer had access to the original e-mail address on the account, or cases where he was sure someone was trying to social engineer their way into someone else's account by claiming a forgotten password, but generally, he'd just trigger the password reset e-mail and the customer was able to reset their password.
At one point, he tried going off-script to tell people to select the "Forgot Password" option and walk them through the self-service, but he got in trouble for it.
You should read the whole article: "A spokeswoman for Leicestershire police said crimes under Section 127 and Section 1 include “any form of communication” such as phone calls, letters, emails and hoax calls to emergency services." ".
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