RE: Eric Damery's response to my Blog comments
- From: "Chip Orange" <Corange@xxxxxxxxxxxxxxx>
- To: <jfw@xxxxxxxxxxxxx>
- Date: Tue, 26 Jun 2007 09:57:03 -0400
Then I'd say contact Brian Carver with documentation of the responses
you've received from tech support. If you've used phone tech support,
as soon as you're off the phone, write up notes of your interaction.
What you said, what they said, what you did, etc. Send those to Brian
Carver with your interpretation as to why this wasn't a helpful session.
It's probably best to emphasize that it's not helpful instead of arguing
whether it was right or not. That's too easy to get diverted into
arguments of what's right and what's almost right and what's just as
good and so on. You want help, and if you don't think it was helpful,
then you didn't get it, and that's much easier to express without
argument.
Brian tells me he's gotten average resolution time for phone tech
support down to 24 hours, from 48 hours when he came on board. I'm
asking him to do the same for email tech support, as we often can't work
with the pc in question and the phone during normal hours.
He also says it's easy to escalate any problem if you're not getting
help; just ask the tech. I'm not defending FS, just passing on his
suggestions and suggesting that anyone not getting satisfactory help
escalate immediately.
I wrote my complaints to Brian Carver about Tracy Jackson; if others
have had similar failed support, and are willing, he wants to hear such
feedback. If you'll do so, things may improve.
Chip Orange
------------------------------
Chip Orange
Database Administrator
Florida Public Service Commission
Chip.Orange@xxxxxxxxxxxxxxx
(850) 413-6314
(Any opinions expressed are solely those of the author and do not
necessarily reflect those of the Florida Public Service Commission.)
> -----Original Message-----
> From: jfw-bounce@xxxxxxxxxxxxx
> [mailto:jfw-bounce@xxxxxxxxxxxxx] On Behalf Of Chris Skarstad
> Sent: Monday, June 25, 2007 6:06 PM
> To: jfw@xxxxxxxxxxxxx
> Subject: Re: Eric Damery's response to my Blog comments
>
> Hi. Ok, all this sounds well and good, but if we keep reporting the
> same issues to the tech support people and they either don't listen
> or respond, or just keep telling people to do the same uninstall,
> re-install steps over and over, and it doesn't seem to work, what
> then? I'm fully aware that it's really hard to reproduce a problem
> that just a few people are having, and if someone has a problem
> under one operating system yet it doesn't happen on another that's
> not an easy bug to squash. But at the same time, giving the same
> canned responses is not the answer. and what if you've done all this
> before you've even called them and the problem still persists? doing
> it again, over and over and over obviously isn't helping and the tech
> support people who are giving these responses need to be made aware
> that this method isn't working. They talk about wanting to give us
> the highest quality tech support and the best product possible, what
> company doesn't? But this stuff is happening and they need to do
> something about it, I mean, really do something about it and make
> their customers happy again.
>
>
>
>
>
>
>
> At 04:35 PM 6/25/2007, you wrote:
> >
> >Rick,
> >
> >The main concern and request I have is that if you are experiencing
> >problems, and the release of 2173 did not completely resolve them
> >for you, is that you
> >would please report them into our support with the best possible
> >detail. As always, we will do our best to work through the issues
> >with you and all the
> >customers who are reporting such issues. The Virtual Buffer is in IE
> >and OE were very bad for those that experienced them. The same for
> >the crashing issue
> >in OE which you and some others experienced. We got them reported,
> >got details from as many of the users with the issues, and went back
> >to the those customers
> >with updated versions to verify that we resolved it. I recall doing
> >exactly that on the OE crashing issue with you many months ago when
> >I saw it being
> >reported on a list server.
> >
> >Since you have installed 2173, you pointed out to me on the phone
> >today that the Virtual Buffer issue has all bug gone away compared
> >to 2107 and earlier.
> >You mentioned that you did get one on the Audible Site Saturday and
> >maybe one on Thursday I guess also, which may have led to the
> >negative posting on Darrell's
> >Blog Thursday night. This to me says there may still be something
> >going on but as I mentioned to you today, it is difficult to solve
> >what we can't reproduce.
> >It does not mean we will not continue to work the issue, but getting
> >the reports to our support team with the best step to step details
> >will go further
> >to helping solve the issues than anything else.
> >
> >I've taken the time to respond to you (along with Jeff and Darrell),
> >because your customers and I'm hoping we can continue to deliver you
> >all the best quality
> >product possible, just as we attempt to do for all customers. I hope
> >that this email serves to resolve your issues and open up
> >communication between you
> >and support to further improve the product. It is not my intention
> >to debate these issues on your blog or podcasts.
> >
> >Eric
> >
> >-------------------------------------------------------------
> -------------------
> >
> >=======
> >
> >Visit my webpage and podcast feed at:
> ><http://www.blind-geek-zone.net>http://www.blind-geek-zone.net
> >and my web Blog at:
> ><http://blind-geek-zone.blogspot.com/>http://blind-geek-zone.
> blogspot.com/
> >
> >
> >__________ NOD32 2353 (20070625) Information __________
> >
> >This message was checked by NOD32 antivirus system.
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>
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