At 17:33 9/4/2012, Greg Jurrens wrote:
Lastly, if you do have an issue, please be patient with the support team.
I highly recommend opening a trouble ticket at
http://helpdesk.flexradio.com . This alerts everyone on the team you have
an issue and the first available person will get back to help you. Of
course the phone is always fine but please leave a voicemail if you get the
dreaded message.
I would add: IBM used to have a concept called "rate management" where
they sought to moderate the rate of incoming calls by rolling out a new
support level incrementally (not to all users at once). We can help Flex by
not jumping on the new release if it does not address a problem we are
currently suffering with. If 5% of users switch the first week of
availability,
10% the next week, 15% the week following, then 20%, 20%,10%,10%,5%,5% in
following weeks, see how the demand on the support folks is smoothed out
and the tension level decreased for everyone? Not to mention the lessons
learned by the early adopters can be more readily shared. Everyone
benefits. Let's take it easy on the Flex support folks.
--
Dave Gomberg, San Francisco NE5EE Programming since 1961
All addresses, phones, etc. at http://www.wcf.com/ham/info.html
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