Re: f s tech support concerns

Hi Bruce,

I'm glad you sent this informative message!  I really believe it was 
thoughtful of you to take the time to help the list in this way!  Have a 
wonderful Christmas

MerryChristmas to all on the list.

Kathy

A day hemmed in prayer, never comes unraveled.
----- Original Message ----- 
From: "Bruce Riddle" <bruce@xxxxxxxxxxxx>
To: <jfw@xxxxxxxxxxxxx>
Sent: Wednesday, December 22, 2004 4:30 PM
Subject: Re: f s tech support concerns


> James as i stated i informed f s  matter  of fact i went a couple levels 
> up.
> I only sent something to this list because of the seriousness of the 
> matter.
> I think  a tech basically suggesting you disable nortons needs to be known
> by everyone just to make sure they do not  do the same thing.
> ----- Original Message ----- 
> From: "James" <james@xxxxxxxxxxxxxxxx>
> To: <jfw@xxxxxxxxxxxxx>
> Sent: Wednesday, December 22, 2004 12:53 PM
> Subject: Re: f s tech support concerns
>
>
> As I said before, this list isn't set up to complain about problems you
> have dealing with FS tech support. If you issue is with FS, then please
> email FS. The list isn't run by anyone working at Freedom Scientific so
> your complaints, gripes, rantings, ravings, disagreements, grievences etc
> will probably not be seen by employees of FS. While I don't disagree with
> airing those complaints, I feel this particular message would have been
> better directed at the company itself.
>
> James,
> List Admin
>
> At 10:30 AM 12/22/2004, you wrote:
>
>>Thanks Bruce, I truly feel that we, the people on this list need to know
>>these things.
>>----- Original Message -----
>>From: "Bruce Riddle" <bruce@xxxxxxxxxxxx>
>>To: <jfw@xxxxxxxxxxxxx>
>>Sent: Wednesday, December 22, 2004 9:11 AM
>>Subject: f s tech support concerns
>>
>>
>> > Hello List,
>> > I had a serious issue happen with f s tech support this  week. I was 
>> > not
>> > going to say anything about it but after thinking about how the highers
>> > up
>> > kind of blew it off I thought I would let yall know. I will give you 
>> > the
>> > readers digest version.
>> > I called their tech support because of sluggishness with jaws 6.
>> > the tech said his name  was chad and  was very rude.  this should have
>> > brought up a red flag because   their tech support are very courteous.
>>this
>> > guy tells me  among other things to  go to my ms config and disable
>> > everything in start up. I tell him that did not sound right to me
>> > because
>> > for one thing my nortons ranin start up. he tells me my nortons runs as
>> > a
>> > service and did not need to be in start up. this did not sound right to
>> > me
>> > how ever figureing this guy was trained. I did that. after a little
>> > while
>>of
>> > thinking about it and talking to a friend. I checked and sure enough my
>> > nortonn was not running. I then called the tech support found out they
>> > sub
>> > contract tech help now. talked to the supervisor He never ask me my 
>> > name
>> > serial number or phone number. wich immediately told me he was going to
>>blow
>> > it off. I ask him for his supervisors name and extention he give me the
>> > wrong extention how ever I did get ahold of his supervisor. The
>> > supervisor
>> > looked into it the next day he called me back and first thing he  said
>> > to
>>me
>> > that  i had called 6 times to tech support the day before. wich is
>> > correct
>>3
>> > times was to get ahold of  some one to take this report. So obviously 
>> > he
>> > did not take my report serious. I believe that my call was routed to 
>> > one
>>of
>> > the sub contracted tech help and  one of that guys friends answered and
>>gave
>> > tech help however they done it under the name of fs and that is the
>> > number
>>i
>> > called and FS should have been more concerned. I am some what familiar
>>with
>> > the workings of a computer and knew that the nortons thing did not 
>> > sound
>> > right, but what if a new comer to computers had gotten the same advice.
>>what
>> > really concerns me is I am afraid this kind of stuff is becoming the
>> > norm
>> > and not accidents anymore. maybe f s has become to big of a business to
>>care
>> > about the users since we are not major corparations
>> >
>> >
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