RE: SMA policy was: JAWS update now available

Sorry chip I did not get that from his message at all.  He simply provided
you with information on what to do about phone problems.  He also later on
down the line asked you to send him the message you are having a problem
with.  
Thanks 

-----Original Message-----
From: jfw-bounce@xxxxxxxxxxxxx [mailto:jfw-bounce@xxxxxxxxxxxxx] On Behalf
Of Chip Orange
Sent: Monday, June 25, 2007 8:24 AM
To: jfw@xxxxxxxxxxxxx
Subject: RE: SMA policy was: JAWS update now available


Thanks Chris,

I did as you suggested and contacted Brian Carver via email.

It seems Brian is interested in improving phone tech support, but he doesn't
think much of email tech support.  Since I had a problem with a home pc, and
I had to work, I could only use email support.  I told him I hoped he'd work
on email support as well.  I was asking for a post-call customer
satisfaction survey, but I don't think I got it.

Anyway, here's his response for phone support problems:




Brian Carver:

"If you are ever on the phone, and you are
not getting your issue resolved satisfactorily, or you feel it should be
escalated, then request that the technician escalate the issue.  If they
refuse, or you are dissatisfied in any way, please call me directly.  I
would truly appreciate talking with you in more detail about your
experiences, and my contact info is below so you can call me at your
convenience.

Please forward me the e-mail you are waiting on a response on, so I can see
what might have happened here.  Finally, if you have examples of
unprofessional e-mails from Tracey, I would appreciate you sending them to
me so I can get them addressed with him.

The satisfaction of all our customers is extremely important to me, my staff
and everyone here at Freedom Scientific, and we want to hear from you and
any others who have issues that need resolving.  Also, providing as much
detail as possible when reporting an issue, whether it is a technical issue,
or it is an issue of satisfaction, is so important to being able to resolve
the issue.

Regards,
 
Bryan Carver
Director of Technical Support
Freedom Scientific Inc.
 
Phone:  800-444-4443
Extension:  1062
E-Mail:  BryanC@xxxxxxxxxxxxxxxxxxxxx
"




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