siegel@endor.harvard.edu (Rich Siegel) (11/17/88)
In the past few months at Symantec, we have taken several steps to improve our Customer Service and Order Processing functions including: - doubling the telephone and order processing staff - relocating Customer service to Cupertino so they have better access to critical information - installing a much more sophisticated telephone system - updating computer equipment and streamlining the order process We have also made the following policy commitments: - THINK's Lightspeed Pascal 2.0 upgrades will be the first orders shipped - any defective merchandise will be exchanged no charge, no questions - we will refund any purchase for any dissatisfied customer All LightspeedC upgrade orders received before November 7 have been shipped; there is currently no backlog. We are on schedule for shipment of Lightspeed Pascal 2.0 this month. Upgrade customers should start receiving their Pascal 2.0 orders at the end of November or in early December. Questions regarding order status should be directed to Symantec Customer Service at 408-252-3570. We still aren't perfect but we are aware of the problems and are working hard to fix them. Please accept our apologies for any inconvenience and frustration our internal problems have caused you. As the new Director of Languages for Symantec, I appreciate you interest in and support for our language products. I hope we will continue to earn your business in the future. Julie Bingham Director, Languages and Tools Symantec Corporation (and Rich's .signature...) Rich Siegel Staff Software Developer THINK Technologies Division, Symantec Corp. Internet: singer@endor.harvard.edu UUCP: ..harvard!endor!singer Phone: (617) 275-4800 x305 Any opinions stated in this article do not necessarily reflect the views or policies of Symantec Corporation or its employees.
pgn@osupyr.mast.ohio-state.edu (Paul G. Nevai) (11/17/88)
It's time that Symantec improve customer service. I am an old time Think customer and used to be very happy and content with the service I rec'd. Since Symantec took over I had O(10^3) problems. I called them about a mis- placed LSP upgrade order (I misplaced it and tried to correct it) more than 10 times and they never returned my calls. I ended up receiving the wrong stuff from them. SUM INITs were a disaster. (Now they seem to work OK). Still, I will stick to the company, the products are great (in theory). Plus how can we NOT SUPPORT a company whos guys read USENET? Paul Nevai pgn@osupyr.mast.ohio-state.edu Department of Mathematics TS1171@ohstvma.BITNET The Ohio State University 73057,172.Compu$erve 231 West Eighteenth Avenue 1-(614)-292-5310.office Columbus, OH 43210, U.S.A. 1-(614)-292-4975.department