After seeing the magnificient Marty Major score a perfect 10 in online tech support, I was thinking how it doesn't usually work out that perfectly. You know the deal, you suggest this or that, maybe there is a little back and forth for a day or two, you think maybe you are helping, and then....nothing again ever!
So my question is what's the more likely case in such a scenario?
1. You are not helping the user, either thru giving bad advice or the user not being capable of using your good advice, and so the user gives up on you.
2. You help fix the problem but the user never bothers to tell you.
3. The user realizes the question is unsolvable/incoherent and simply breaks off without explanation.
As far as I can remember, anytime I ever asked for help in an inline forum and someone actually helped me, I would tell them so. However I must admit a couple of times I just gave up because I wasn't being helped and was tired of explaining.
So then I have to think that usually when you don't hear back its number 1? Agree? Insights from veterans?