Just from what I've seen on this list, Ariel support doesn't appear to be one of their top priorities. If you look at their website, you'll find that the Ariel Information Center hasn't been updated since June 2005. Brenda Austin ILL Coordinator University of New England Libraries (UNB) 11 Hills Beach Road Biddeford, ME 04005 207-602-2386
>>> David Solomonoff <d...@hscbklyn.edu> 4/21/2009 11:23 AM >>> Recently I've had a lot of difficulty getting technical support from Infotrieve. I send emails, leave voicemail (the support form on their website doesn't seem to work). It can take days or even weeks for a response and their support staff are rather quick to throw their hands in the air and give up if just doing things by the book doesn't work. Obviously I wouldn't call if I hadn't tried doing that. My impression is that they're not very concerned about customer retention. What are other people's experiences? Is there an executive manager there who can be contacted to escalate things? Thanks, David -- David Solomonoff, Library Systems Manager SUNY Downstate Medical Center Research Library 450 Clarkson Ave., Box 14, Brooklyn, NY 11203-2098 email: d...@hscbklyn.edu phone: 718 270-7428 fax: 718 270-7461 _______________________________________________ ARIE-L mailing list Mail the list at ARIE-L@u.washington.edu Unsubscribe at http://www.arie-l.org#subscribers Archive at http://www.mail-archive.com/arie-l@u.washington.edu/ _______________________________________________ ARIE-L mailing list Mail the list at ARIE-L@u.washington.edu Unsubscribe at http://www.arie-l.org#subscribers Archive at http://www.mail-archive.com/arie-l@u.washington.edu/
