Vanderbrew

So I just had a really incredible customer service experience.

I use TextMate (a fantastic text editor for OS X) and I’d been having some trouble running a particular set of commands. I hit the correct key sequence, but nothing happened. I’ve been just ignoring it for a while and getting by with other stuff but finally I decided to try to find out what was going wrong and how to fix it.

I jumped onto the #textmate channel on IRC and started describing my problem to see if anyone else had experienced anything similar. Allan (yes, the Allan) responded and he worked with me to try to figure out what was going wrong. Turns out it’s a bug related to how keystrokes are sent from laptops and how TextMate interprets them.

Allan updated the Rails bundle (a package to extend TextMate functionality) on the subversion server and I just pulled it down and all of my Ruby on Rails-related commands are working correctly in TextMate.

Recap:

• Matt has a problem with some software not working as expected.
• Matt is able to communicate with the software developer (Allan) immediately, in real-time.
• Together Matt and Allan determine what is going wrong.
• Allan updates the code in version control to provide a minor fix until the next release.
• Matt is able to download the update immediately.

I love this stuff!

This entry was posted on Tuesday, March 14th, 2006 at 9:57 pm and is filed under Computer, Internet. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.