mha@fiver.UUCP (Mike Auria) (06/13/90)
Dear Kenneth Hendrickson: Everex manufactures and distributes a wide range of PC products. Because of our broad product lines, we have recently expanded our technical support hours from 6am to 5pm Monday thru Friday to handle roughly 2000 calls a day, as well as upgraded to a new phone system, and increased our technical support staff to over 50 Technical Support Representatives. We care about support and believe in what we are doing. I apologize for the problems you have had in trying to get support for your hard disk - getting hung up on and being put on hold indefinitely. I can assure you that this is not the norm and is merely a fault in our current system. In terms of technical support, our goal is to achieve 100% customer satisfaction. This is a very difficult goal to reach because of the fact that we receive over 2000 calls daily and support over 150 products. I believe that the first impression you received from our support group does not represent an accurate picture of our performance. We have been in business, and doing quite well, for over seven years. I strongly believe that a company cannot get this far in any business if its support is inadequate. I feel it is somewhat unfair of you to make such general and negative comments about Everex especially since you have given us only one opportunity. Furthermore, verbally abusing Everex will not solve anything. A better approach would be to call us, or, should you have problems reaching us by phone, write us a letter. Everex Technical Support 901 Page Ave. Fremont, CA 94538 Technical Support Phone 415-498-1115 Technical Support Fax 415-683-3398 We have responded to over 600 letters in the past four months. Sincerely, Everex Technical Support
jon@csinc.UUCP (Jon Barber) (06/14/90)
In article <1061@fiver.UUCP>, mha@fiver.UUCP (Mike Auria) writes: > Dear Kenneth Hendrickson: > > Everex manufactures and distributes a wide range of PC products. > Because of our broad product lines, we have recently expanded our > technical support hours from 6am to 5pm Monday thru Friday to > [...several paragraphs deleted...] > I feel it is somewhat unfair of you to make such general and > negative comments about Everex especially since you have given us > only one opportunity. Furthermore, verbally abusing Everex will > not solve anything. A better approach would be to call us, or, > should you have problems reaching us by phone, write us a letter. > [...more stuff deleted...] > > Sincerely, > > Everex Technical Support I have had dealings with the author, Mike Auria, and what he says (IMHO) is true. Also true is that the phone system is prone to hangups and extended holds. When I did get to speak to a real person, they were both polite and helpful. Jon Please note- I am not affiliated in any way, shape or form with Everex and the opinions expressed are strictly my own (who else would have them?).