No waste of clock cycles in MindJet’s response

Tuesday, September 12th, 2006
Richard Barber, MindJet's VP of engineering, wrote to me today, in response to yesterday's blog post about moving MindManager to my deproductivity list. I offered to post his response on my blog and he agreed:
Eric,
Thanks for your post about this CPU issue. It was a pleasure to work with you on the Lotus Notes linking [doclinks] and I hope and trust we can get to a happy ending with this issue as well.

After pondering how best to address this, what I would like to do is to go into this issue in more depth on the MindJet blog (http://blog.mindjet.com). I very much want to get to the bottom of this and hope that those who have faced this issue will work with us to get us the information we need. I ask you to ask your readers to read my post on the Mindjet blog, see how we suggest attacking this issue, and work with us to fix it. Please note that when I say “work with us,” that includes giving us input not just on the CPU issue but on how we propose going about addressing it.

The bottom line is that now, thanks to you – and thanks to people who have persistently raised this issue in the user groups – we now “get” that this is something we need to take a serious look at. But I do need to interject a couple of real-world caveats: 1) Until we can get a bunch of data together on this, I can’t promise when we will solve it. 2) And then there is the existing work we have scoped out for our R&D team. As we learn more about the issue, I will be in a better position to figure out how much time and energy it will take to address it.

But address it we will. I will. And I will keep you posted on the progress we make—endeavoring at all times to be transparent as we do so.

Richard Barber
I've received many emails and blog comments from MindManager users offering problem descriptions or to report that they have not experienced this problem. I can't help but wonder of this issue may be caused by a software conflict between MindManager and another application. I'm thrilled that MindJet's willing to begin the dialogue. I think MindManager is a fantastic app and I'd like to move it back onto my key list of productivity tools as quickly as possible.

Please check out Richard's response and, if you can offer any feedback please do so.

Thanks Richard! I truly hope that good comes out of this for the benefit of all.

Discussion/Comments (8):

No waste of clock cycles in MindJet’s response

I wish Toshiba was this responsive with their customer service requests.

Posted at 9/12/2006 9:12:39 PM by Scott


No waste of clock cycles in MindJet’s response

Scott wrote "I wish Toshiba was this responsive with their customer service requests"

Indeed. I actually wrote to Toshiba, on Monday, with a link to my blog.

We'll see if they respond. If they do, I'll post it here.

Eric

Posted at 9/13/2006 11:04:41 AM by Eric Mack


No waste of clock cycles in MindJet’s response

Eric

Sometimes I fell you use your blog to hijack some companies to solve your problem. As the time passes, more I see complains about former wonderful companies to solve...your problem. I personally think this is almost unethical.

Posted at 9/13/2006 4:37:32 PM by Just a comment


Eric’s thoughts on integrity in blogging

Dear "Anonymous"

Thanks for your comment. I'm disappointed that you've chosen to remain anonymous ... I'm very open to hear dissent and differing perspectives and don't view those that raise it with their name attached in any bad light. You don't have to act cowardly here.

Regardless, I think you bring up a good question about an issue that I care about - integrity in blogging.

Anonymous, Long before I blog about a problem, I contact the companies in question. In the case of Toshiba and my Tablet PC issues, it was only after many unsuccessful attempts to communicate with Toshiba that I began to blog about my problems. While my blog posts did not get me a resolution from Toshiba, it did introduce me to many wonderful people in the Tablet PC Community, who have helped me.Several friendships have developed as a result. At the same time, I've had the opportunity to help many others who have contacted me after reading my blog.

In the case of MindJet, I know several of the people personally. I also contacted MindJet personally about my CPU spike problem - months ago - long before writing anything on my blog. When I learned that MindJet had no solution for the CPU problem, I mentioned to Hobie Swan at MindJet that I could blog publicly about my problem in order to try to attract others in a similar situation so that, perhaps collectively, we might solve the problem. I also suggested that this might be an opportunity for them to join the discussion.

I'm pleased to report that as a result of my MindJet blog post, I have now met several people and we've begun discussion to see if we can determine under what circumstances the CPU issue appears. When we find a solution, I'll blog that, too, in order to help others. (I also include Mindjet in "helping others" - they are a great company and, if my blogging about a problem to raise awareness can hep, then I'm all the more pleased.)

It seems to me that my blog posts, specifically these posts, are about helping people - myself included.

Isn't that what blogs are all about? Discussion?

Anonymous, if you would like to speak with me personally, post your contact information as a comment and I'll call you to discuss it.

Posted at 9/13/2006 6:14:03 PM by Eric Mack


No waste of clock cycles in MindJet’s response

I've had almost no support from MindManager (even with a support contract) with the same CPU issue. Ultimately I had to buy 2GB of memory for my laptop (from 512MB) which solved the problem.

If you accept the fact MM is a hog. the couple of hundred dollars you have to pay to add the memory is a lot cheaper than the frustration.

Posted at 9/14/2006 9:53:03 AM by ted


No waste of clock cycles in MindJet’s response

Hi Ted, I have 2 gigs of RAM in my machine. Sometimes, like today, everything runs fine after boot. Other days, even after a boot, MM goes to 100%.

I recommend contacting MindJet again. I know that they are sentistive to this issue and have promised to do what they can to help.

I hope this helps.

Eric

Posted at 9/14/2006 10:20:36 AM by Eric Mack


No waste of clock cycles in MindJet’s response

Dear Anonymous,

Re: Eric hijacking companies. I can assure you that at least from the perspective of our company, your comment could not be further from the truth.

We really like working with Eric--and many other bloggers--because he gives us great ideas, great feedback and, when appropriate, great insight into the issues that are plaguing the people who appreciate our technology.

It's all about communication and Eric is a good communicator.

Thanks

Hobie Swan

Mindjet

Posted at 9/14/2006 11:45:40 AM by Hobie Swan


No waste of clock cycles in MindJet’s response

Ted, Please send an email to support@mindjet.com and reference your past case number regarding this issue. The support team is usually very diligent when following-up with these matters even when faced with an unknown issue such as this. Right now we are working with R & D trying to gather as much information as possible from users like yourself to find a solution for the CPU usage issue.

Tim Madrid

Team Lead, Mindjet Support

Posted at 9/14/2006 5:00:09 PM by Tim Madrid



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