Scott@paradox.UUCP (Scott Beckstead) (03/22/90)
I made this a new post because I didn't want to be part of the flame
war going on about this subject. Also because this applies to more than
just Lattice. I really don't care what the staffing situation is in the
technical support department that's not my problem, MY problem is that
I paid upwards of 450.00 bucks for this here piece of software and it don't
work the way it's supposed to. I also don't care what other manufacturers
or publishers policies on technical support are If company A (in this case
Lattice) provides said support then I expect to be treated the same as the
rest of the customers have been in the past. In other words VARIABLE support
whether free or paid for is as good as no support. Another maxim I have
learned is that THE CUSTOMER IS ALWAYS (underline bold flourescent) ALWAYS
RIGHT. No matter how much of an ***hole he really is my job as a tech
support type is to satisfy HIM. I was at one time the Western Regional
Technical Support person for a manufacturer of graphics boards (read that
as from the mississippi to japan). I have had to deal with some real
boneheads but not one of them has flamed me yet. I have found it poor
form to tell a customer that we cannot absolutely do something (especialy
if it is at least reasonable), the best answer is "I'll look into it."
Then by GOD look into it!
So to wrap this tirade up I would like to say that the injured party
here is the customer not Lattice. I don't care how much of a bonehead he
is, he has a right to expect and receive competent support and swift
satisfaction. I hope a couple of vendors are listening because there are
some people at Microbotics that could take a lesson here. I do a lot of
purchasing specification and out and out aquisition of software and
hardware products for the company I work for now, when I read horror
stories like the flames recently posted here, it makes me think twice about
from whom I will look for software if ya get my drift. One unsatisfied
customer can cost a company 10 customers.
--
Scott H. Beckstead scott@paradox.uucp
76106,3720 CIS
FIDONET Paradox Alley BBS 805-379-9320 1:206/2814 (SYSOP)jmeissen@oregon.oacis.org (John Meissen) (03/24/90)
> ............................ I also don't care what other manufacturers > or publishers policies on technical support are If company A (in this case > Lattice) provides said support then I expect to be treated the same as the > rest of the customers have been in the past. I (nor anyone else) ever said Lattice shouldn't provide the support that their customers have come to expect. I can understand that someone may not be happy with the way they are treated. However, if this is the case then the first place they should take it is to someone higher up in that company. Flaming on the net accomplishes little beyond hurt feelings. > ............. I really don't care what the staffing situation is in the > technical support department that's not my problem, MY problem is that > I paid upwards of 450.00 bucks for this here piece of software and it don't > work the way it's supposed to. Lattice, and most other companies, would probably bend over backwards to solve your problems. However, if you're not willing to acknowledge that that they're only human then you're only going to get frustrated and generate a lot of bad feelings.