We've had the same experiences with their support. I've actually figured out problems that they were unable to figure out and have sent *them* documentation on how to fix it.
Anna ----------------------------- Anna Burke Web Services Librarian Liaison, TOIM, IT, CITG Horn Library, Babson College -----Original Message----- From: arie-l-boun...@mailman1.u.washington.edu [mailto:arie-l-boun...@mailman1.u.washington.edu] On Behalf Of Alex Rambo Sent: Tuesday, April 21, 2009 3:16 PM To: Discussion of the Ariel Document Transmission System Subject: Re: [ARIE-L] Infotrieve support My experience with Infotrieve is that they respond promptly, just that they respond to another institution with your inquiry and complaints. For some reason beyond my imagination, I get 3-4 notices a week that were meant for another library. Hmmmm! Cost effective and efficient. Not! diane lee wrote: > Don't worry David, > > Infrotrieve will respond to you in a few weeks. They'll send you an > email asking if their advice was helpful and if your problem was > resolved. If you reply that you received no advice and the problem > persists, you can expect that same email from Infotrieve to arrive > again in a month or so. You will give up, and they'll chaulk it up as > problem solved. > > Diane Lee > ILL Supervisor > Oberlin College Library > > David Solomonoff wrote: > >> 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 >> > > _______________________________________________ > 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/ -- "I would rather have the living ideas of the dead, than the dead ideas of the living." Tavis Smiley Alex E. Rambo California State University Long Beach - CLO Library and Academic Technology Services Interlibrary Services Library Assistant III Lead 1250 Bellflower Blvd. Long Beach, Cal. 90840-1901 aram...@csulb.edu 562-985-4629 Ofc. 562-985-2340 Fax _______________________________________________ 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/
