Humanized.com...putting the human back into customer support

From an earlier post, I raved about Enso, a product produced by Humanized.com. If you haven't tried out Enso and you work on a PC, you have to. It makes working on the PC easy by killing the need for your computer mouse! I love it.

I have installed it on all of my PC based computers, including my work laptop. The other day, I had just restarted my laptop for the first time after installing Enso and much to my dismay, the application crashed. Not only did it crash, it opened a window telling me it crashed and asked to send the information to Humanized.com. I nearly dismissed the window and had all but un-installed the software when I thought, what the heck, I'll go ahead and submit the information.

Then, within a few hours of my submission, I received an email! Yes, an email, with a real person on the end of it. After picking up my jaw from the floor, I read the email.

Hello Kevin,

Sorry Enso crashed for you. Thanks for reporting the bug. Enso needs to have access to your "My Documents" directory, because it stores its "learn as open" targets in a directory inside that one. It looks like your "My Documents" directory is on a network share (also known as a file server). Is that the case? If so, then if the network share is unavailable at the time that Enso tries to start up, this kind of crash will be the result. Some users have reported that restarting the server which hosts the network share fixes the problem. You might ask your network administrator to try doing this. In the long run, we need to fix Enso so that it won't crash in this situation, but will just quietly keep trying to read the directory until the network share becomes available. In the meantime, I'm afraid there's not much that you can do about the problem. Changing "My Documents" to point at a local directory on your hard drive would fix it, but I understand that this might not be an option for you.

Once again, I'm sorry for the inconvenience.
xxx xxx, Humanized, Inc.

I replaced the person's name with "xxx xxx" to respect the employees privacy. But yes, there is a real explanation to why the software crashed! I have now reconfigured the program to point to a local directory on my laptop and thanks to the outstanding humanized support I got, I am one happy customer. Oh, by-the-way, did I mention that Enso is free? Or at least the beta product is free. I didn't realize that there was a commercial product available, but now that I just found that out, I'm marching over right now to purchase their non-beta product Enso Launcher.

When was the last email you received from Microsoft offering an explanation to why a Windows crashed and subsequently reported to Microsoft?