RE: SMA policy was: JAWS update now available
- From: "Chip Orange" <Corange@xxxxxxxxxxxxxxx>
- To: <jfw@xxxxxxxxxxxxx>
- Date: Tue, 26 Jun 2007 14:54:15 -0400
Him,
I'm not sure what you "didn't get". Probably my fault for trimming our
conversation down to a couple of sentences for quoting, and I summarized
the rest.
I found our subsequent discussions very productive, and I believe Brian
has a lot of plans for working on improving support, and for measuring
how well his team are doing.
I could only wish others at FS, say those in development, had such an
atitude.
Chip
------------------------------
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 Jim Grimsby Jr.
> Sent: Monday, June 25, 2007 7:28 PM
> To: jfw@xxxxxxxxxxxxx
> Subject: 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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