Re: f s tech support concerns

Hi, I'm glad you posted that. I didn't know that fs contracted out so called 
tech help. You are right that guy was not good help. Hopefully your post 
will do some good, but I guess it probably won't have the impact we want. I 
don't fs tech support unless it has to do with something wrong with the auth 
disk or something that only fs can resolve.
----- Original Message ----- 
From: "Bruce Riddle" <bruce@xxxxxxxxxxxx>
To: <jfw@xxxxxxxxxxxxx>
Sent: Wednesday, December 22, 2004 10:11 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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