Michael,
I don't really post here very much, couse I don't really have
any reason what so ever, but I read almost everything couse I have learn
here alot.
Like you know we are all in the same business (IT) and support services is
what we all have to do from time to time. We also have our client's that
sometimes need any kind information/support/whatever from us, sometimes they
ask us stupid question's, sometime's they ask us smart question's, it's all
the same stuff. Mostly all here know's that support services is not really
easy job to do. And I wish you all the luck in future.
Here is some of my exp with opensrs support services. Since we are register
domain's directily via opensrs only 4-5 month's maybe we are not really good
source.
Anyway when we have send fax first time (contract), they lost it :) I have
try to contact person there (she) to see how our registration proces is
goin, but she was never in the office. Only voice mail was turn on. I must
admit I don't recall the name anymore, but she hade very (extrem) beautiful
voice (To bad that we don't live in same time zone, I think I would even try
to meat her :) ) but no luck, she was never there. Anyway after 10 days, we
fax it again, and then we got replay, next day I think.
We have send only one email to support so fare. We didn't get the replay
back. The replay came after 15 days or so, I remember I was not in the firm,
and they call me (my man's) couse they was not sure what that really is.
When I saw it, then I recall it that it was email for support 2 week's ago.
We solve the problem day after we send email to support, so we was not
really in need to get that replay, but that was the case.
I think that Charles is doing really hard job replaying to all this email's
here, and also if I can say Erol was very helpfull, you should give him a
rais if he ever came to your office with that request :)
Ok, this is just my 2 cent's.
Have a nice day all of you :)
Best regards,
Ivan Crnkovic
Promo Media d.o.o
Ignjata Dordica 6/II , Zagreb, Croatia
[EMAIL PROTECTED]
tel: +385 1 4920 839, 4920 840, 4920 841, 4920 842
fax: +385 1 4817 913
www.promo-media.hr
----- Original Message -----
From: <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>; <[EMAIL PROTECTED]>
Sent: Wednesday, July 04, 2001 5:28 PM
Subject: Re: Support not responding
> 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
>
>
