rus@io.UUCP (Russell Sheptak) (09/02/89)
I wish I had something nice to say about Jasmine. Well, I liked my
hard disk, that is, until it died, almost a year, to the day, after
I bought it. I have one of the DD70 drives which people were having
such problems with about six to eight months ago.
My wife called Jasmine monday morning, about 9 am California time,
early for them, but someone ought to be working. After listening to
a canned tape, she got a person who took down the information and said
someone would get back to her as soon as possible. After over 4 hours
of prime business time had passed, I told her to go ahead and call back
again, as I felt that only exceptional circumstances would prevent a
good customer support organization from returning a call in that
amount of time (I used to work in support, so I know how it goes...),
even if only to defer handling the problem.
She called back, got the recording, and then nothing for 15 minutes, at
which point she hung up and called the local dealer that sold us the
drive. They listened to the description of the problem, agreed that
it wasn't behaving normally (it keeps resetting itself at random
times ). Fortunately, they agreed to look at the drive, and handle
any interaction with Jasmine if I bring the drive in. We're waiting
until after the holiday to bring the drive in.
So far, Jasmine has not returned the original call, and repeated calls
on successive days have not gotten past the blank silence of
holding while waiting for one of their people to become free. I can
see having to hold for 5 or even 10 minutes, but longer is an
insult, and a further sign that there are fundamental problems at Jasmine.
Its been five days and Jasmine still has not returned the original call.
If I ever do get through to them, maybe I should offer some consulting
services on their customer support problems!
Disclaimer: I speak only for myself
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UUCP: {decvax,pyramid,sequent}sun!sunne!ileaf!rus Rus Sheptak
ARPA: rus@ileaf.com Interleaf
SNAIL: 42 Blue Hill Terrace, Milton, MA 02186 Cambridge, MA 02141
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