Hi Jef,
I reiterate, please call this guy and let him know. It's his job.
Jim Bruce - customer support chief 1-800-843-2066 xt. 3644
Chuck
On Nov 13, 2006, at 1:25 PM, shirling & neueweise wrote:
From: Darcy James Argue <[EMAIL PROTECTED]>
I can't believe they are *still* using that customer support
system, which has been a fiasco on all fronts.
how else has it been problematic? i mean... other than the support
kind of sux?
i don't think the need to respond so quickly should be such an
issue, they have a message called "Researching" that they could
just post instead of responding with inane and even irrelevant
information...
The support personnel do not even have access to all the
information you must enter every single time, and it would not
surprise me if they don't have access to your case history either.
after several exchanges with one rep, who clearly wasn't reading
what i wrote, i was encouraged to submit my case to another
department, and was told "Please feel free to reference this
case". i mentioned the case number in the first line of my new
submission, and the response was a request for my serial number
(3rd time in a week that i was asked!). i told him i had already
submitted all the information necessary for the case to be
processed, and he told me "If you want full support you need to
type the complete issue in this new case."
I have no problem with a web-based support interface instead of an
email-based one, but the system MM uses is an embarrassment.
i think it's the MM people system that is the problem, not the
online support system.
--
shirling & neueweise ... new music publishers
mailto:[EMAIL PROTECTED] :.../ http://newmusicnotation.com
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Chuck Israels
230 North Garden Terrace
Bellingham, WA 98225-5836
phone (360) 671-3402
fax (360) 676-6055
www.chuckisraels.com
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