brecher@well.UUCP (Steve Brecher) (10/28/88)
(A communication from Fifth Generation Systems posted at their request) October 26, 1988 We at Fifth Generation Systems have egg on our face! All the Suitcase II upgrades have now been shipped. However, there were many problems..... Approximately 1000 labels printed for shipping upgrades on October 7, 1988 were lost. Customer Support was told that these shipped. We just found and shipped those upgrades. The bad news is that we have been telling people that they have shipped. We made the grave error of charging credit cards and cashing checks before orders were shipped. Our systems were not in place to do this better; but it will never -- never! -- happen again. Many people have been calling our Technical Support lines to ask about their upgrades. Customer Support rather than Technical Support handles these calls. We, however, created the problem and we are working very hard to correct it. Fifth Generation Systems is making a dedicated effort to service you, our customers, in the manner you deserve. We were caught short during this upgrade with overwhelming volume (at the same time as we were shipping an upgrade on another product). Our telephone system was replaced a few months ago and has again doubled in size to handle the volume of calls we were receiving. We are again increasing the size of this system. Our pledge to our customers is to do our best to serve your needs. You have been exceptionally understanding during this difficult period. We will make sure your patience is rewarded by striving to give you the best service and support in the industry. Steve Brecher has been a tough act to follow. Our goal is to get to the same level of support for our customers that Steve has always achieved - not an easy task! Fifth Generation Systems, Inc.