floydf@iphase.UUCP (Floyd Ferguson ENG) (12/07/90)
About two weeks ago I got a brand spanking new version of ISC 2.2 through their ISV program for some driver development here. I also got a letter with an 800 number and a support number for 90 days of free support. When I got ready to install the product on a Compaq 486/33L with the 650 MB drive I found out I needed the support. It would not install. I called the support number, and lo and behold, I found a company that has done phone support right! The phone is answered by an auto-attendent, you press 1 for UNIX support, it asks you to enter your account number, and bingo-- you are routed to an analyst. Turns out, the phone routeer seems intelligent enough to try and get you through to the same person!! Well, I spoke with Eric. Eric was knowledgeable, helpful, and, most important of all, available. I never got the impression that he needed to hurry off the line to grab the next call, in fact, once I even put him on hold to run down to the lab and check something on the machine in question. I must have called four or five times. Not only did I not need to explain the same problem to two or more analysts, I only had to explain it to him once! He remembered over four or five calls spanning a week what was going on the minute he recognized me on the phone. So, my problem is fixed, and I am impressed. Very impressed. This is the way phone support *ought* to be handled. Personal service. I never had to hold more than a minute or two. And real technical support. I came away convinced that this is the way my company ought to handle this. And I don't think it gets any better than that. Congratulations, Interactive. And thanks. Floyd Ferguson uunet!iphase!floydf
chapin@cbnewsc.att.com ( Tom Chapin ) (12/08/90)
Floyd Ferguson writes: > I called the support number, and lo and behold, I found a company that > has done phone support right! > > Well, I spoke with Eric. Eric was knowledgeable, helpful, and, most > important of all, available. > > So, my problem is fixed, and I am impressed. Very impressed. > Congratulations, Interactive. And thanks. It's getting on toward annual review time at a lot of companies. Would you consider finding out who Eric's boss is and putting it in writing? And of course for those times when service is truly beyond all possible expectations, you can always look for a General Manager or Director somewhere to send it to... -- tom chapin att!hrccb!tjc tjc@hrccb.att.com
richard@octel.UUCP (Richard Karasik) (12/08/90)
In article <318@iphase.UUCP> floydf@iphase.UUCP (Floyd Ferguson ENG) writes: >About two weeks ago I got a brand spanking new version of ISC 2.2 >through their ISV program for some driver development here. I also >got a letter with an 800 number and a support number for 90 days >of free support. > ...... >So, my problem is fixed, and I am impressed. Very impressed. >This is the way phone support *ought* to be handled. Personal service. >I never had to hold more than a minute or two. And real technical >support. > >I came away convinced that this is the way my company ought to handle >this. And I don't think it gets any better than that. > >Congratulations, Interactive. And thanks. > You ought to really try their end user support which is markedly different than what you experienced. Instead of choosing 1 on voice response, choose 2 because you don't have an ISV agreement number. Then see what happens. Also try hanging on hold waiting for free support when they don't give you an 800 number. My record was 45 minutes before I gave up (i know I musta lost my head) 90 days is weird - I only got 30. I agree about Eric - after browbeating the know nothings that answered the free support line, I got Eric online and he had things cleared up in a matter of hours -something the other support specialists couldn't do in 2 weeks. My point is the high powered help should really get on the front lines to see what their product is like in neophyte hands -not in expert hands. Richard karasik richard@octel.com
bgi@stbimbo.UUCP (Brad Isley) (12/12/90)
chapin@cbnewsc.att.com ( Tom Chapin ) writes: >Floyd Ferguson writes: >> I called the support number, and lo and behold, I found a company that >> has done phone support right! Agreed! >> Well, I spoke with Eric. Eric was knowledgeable, helpful, and, most >> important of all, available. Agreed! >> So, my problem is fixed, and I am impressed. Very impressed. >> Congratulations, Interactive. And thanks. Well, mine isn't fixed - yet. I've been waiting now for 3 weeks for someone to help me get uucp working over TCP/IP. Eric sent a fax that was prepared by Parviz Afshar. This fax has some very sketchy instructions on how it is to be done. Problem is, it has absolutely ZERO help when something doesn't work. Kudos to Interactive for having someone as knowledgeable as Eric in support. Lord knows I've called him with some stoopid questions. But if I can't get uucp over TCP/IP working Real Soon I'm gonna go nuts. (Finally got AT&T's drivers for the IPC-802 Multiport board & IT WORKS!) -- -----------------------------\ / ..and Apple thought GUI was theirs!.. \ bgi@SalesTech.COM 841-4169 \---| Yer local zymurgist & Amiga hacker/user | OR \ Klein bottle for sale- Inquire within / brad@slammer.UUCP 925-9663 Brad Isley, Sales Technologies, Inc.