Yeah, I've noticed this reluctance toward email support. I wonder why that is. Often when you're on the phone, they need to give you a URL or a code to type in and that kind of thing is much easier done via email than over the phone.
I don't get why they prefer to do support via the phone.----- Original Message ----- From: "Chip Orange" <Corange@xxxxxxxxxxxxxxx>
To: <jfw@xxxxxxxxxxxxx> Sent: Monday, June 25, 2007 10:23 AM 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 " -- JFW related links: JFW homepage: http://www.freedomscientific.com/Scripting mailing list: http://lists.the-jdh.com/listinfo.cgi/scriptography-the-jdh.comJFW List instructions: To post a message to the list, send it to jfw@xxxxxxxxxxxxxTo unsubscribe from this mailing list, send a message to jfw-request@xxxxxxxxxxxxx with the word unsubscribe in the subject line.Archives located at: //www.freelists.org/archives/jfwIf you have any concerns about the list, post received from the list, or the way the list is being run, do not post them to the list. Rather contact the list owner at jfw-admins@xxxxxxxxxxxxxx
-- JFW related links: JFW homepage: http://www.freedomscientific.com/ Scripting mailing list: http://lists.the-jdh.com/listinfo.cgi/scriptography-the-jdh.com JFW List instructions: To post a message to the list, send it to jfw@xxxxxxxxxxxxx To unsubscribe from this mailing list, send a message to jfw-request@xxxxxxxxxxxxx with the word unsubscribe in the subject line. Archives located at: //www.freelists.org/archives/jfw If you have any concerns about the list, post received from the list, or the way the list is being run, do not post them to the list. Rather contact the list owner at jfw-admins@xxxxxxxxxxxxxx
