Oscar (and everyone else):
I guess it's time for me to come out, to to speak. I'm Mike MacLeod. I
manage Tier 2 Support, which is the group of guys who handle all of your
requests.
I'm concerned about your email. My group is committed to providing the
highest possible level of service for all of our valued resellers. I'm
pleased to say my group does an outstanding job of supporting our
resellers; I think the kudos frequently sent both to this list and to
our team of individuals speaks very well. However, there are always
instances where we could have done a better job. Hopefully you can
assist us.
According to our records we answer most of our incoming email within 24
hours (1 business day), and all email within 48 hours (2 business days).
I have never before heard anyone complain they were unable to reach us,
or that we didn't answer a request.
I am having our archives searched for instances where you sent in email
so I can track the requests and understand any service problems you may
have had.
You can speed this process along. If you can provide me with ticket
numbers for the emails you sent in that were left unanswered you will
greatly speed along this process. Otherwise if you have service concerns
you would like addressed, please email me off list and I'll be happy to
address them.
I'm uncertain what constitutes "proper attention" for you. If you could
advise me what you consider an acceptable level of service, I'll be
happy to tell you whether or not we'll be able to oblige you. I am
pleased to say this is the best group of people I've ever worked with,
so I am confident my group can provide you with a better level of
service than any of our competitors.
Please get back to me off list, and I'll see what we can do to improve
your OpenSRS support experience.
Thanks very much (and hello to everyone out there in reseller land!)
Michael MacLeod
From: Netlogin.com (Oscar R. CARDOZO) <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Wednesday, July 04, 2001 1:31 PM
Subject: RE: Re[2]: Support not responding, any problem
> Donny, William
>
> You are lucky guys.
>
> My experience with them was terrible.
> They don't answer, they are not good (not all of them) giving support.
>
> So, I will keep saying that until the time they give me proper attention.
>
> oC
> Oscar R. CARDOZO
>
>
>
>
> -----Mensaje original-----
> De: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED]]En nombre de William X. Walsh
> Enviado el: Martes, 03 de Julio de 2001 06:51 p.m.
> Para: Donny Simonton
> CC: Netlogin.com (Oscar R. CARDOZO); [EMAIL PROTECTED];
> [EMAIL PROTECTED]
> Asunto: Re[2]: Support not responding, any problem
>
>
>
> Hear Hear! I fully concur with Donny's statement below.
>
> Tuesday, July 03, 2001, 11:44:10 AM, Donny Simonton wrote:
> > Erol, Frank and the rest of the crew, everybody at Intercosmos thinks
you
> > are doing a good job!
>
> > I have no problem ever getting in touch with anybody at opensrs, I call
> them
> > at work, icq them, email them, hell I even I call them at home. So
don't
> > say that you can't get in touch with them.
>
>
>
>
> --
--
"Linux is a cancer that attaches itself in an intellectual property
sense
to everything it touches."
-Microsoft CEO Steve Ballmer
