Here’s a copy of a letter I recently sent to Jason of Rachio’s Support staff:
irror. Thanks a lot, I’m very grateful!
But I think I still have a legitimate beef with Rachio. Because of the limitations of the Apple Store, your software cannot be distributed with any accompanying documentation, and your web site does not feature any operating manual per se. The result is that to gain the necessary information by myself I would have had to visit your varied list of Help pages and then drill down a couple of further levels to find what I needed. I had no idea that I was supposed to do this, or even that it is possible. Your present system is neither as easy nor as intuitive as you folks appear to think it is. I really don’t think it is any kind of adequate substitute for an actual step-by-step operating manual (preferably illustrated by screen shot examples). I strongly recommend that you develop such a manual, one that can be downloaded, stored and printed out (and of course that would have to be updated every time you introduce some important interface change), and post it in a conspicuous place on your site, even if this requires at least temporarily hiring somebody with plenty of experience in writing this kind of stuff. It takes a certain feat of imagination to place oneself in the position of a newbie, seeing things through his eyes and understanding his needs. You’ll pardon me for saying so, but I don’t think that at the moment Rachio has anybody on its staff gifted with this particular specialized knack and I think that Rachio very much needs one.