Good morning Michael.
I have to say, I've only emailed support a couple of times, and I have to
say I didn't think the service was bad. I've never phoned though - didn't
know there was a number???
I can see myself needing some advice/help very soon though regarding website
scripts etc for registering domain names. I only hope that then (after
reading the FAQ's and documentation of course!) support are helpful!
Fingers crossed!
Lyndon Eaton
Internet Development Technician
Premier PC Ltd
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]]
Sent: 04 July 2001 16:28
To: [EMAIL PROTECTED]; [EMAIL PROTECTED]
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
