RE: SMA policy was: JAWS update now available

  • From: "Chip Orange" <Corange@xxxxxxxxxxxxxxx>
  • To: <jfw@xxxxxxxxxxxxx>
  • Date: Mon, 25 Jun 2007 11:23:39 -0400

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

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.

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

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