Hi List,
This is specific to the tech support needs of users in North
America. I apologize to all those outside of North America
for filling up their E_mailboxes with this inquiry / comment
/ suggestion. Perhaps you have similar issues in your
locality.
Have you had difficulty reaching the Geosoft technical
support group in Toronto over the 800 tel line?
My experience during the course of the last 6 months is that
the line is always busy. Since my attempts at contacting
the Tech support group are random and since I have not been
able to get through at all on the 800 line at all during the
last 6 months, I question whether Geosoft should maintain
the 800 number at all. Clearly, from this Geosoft user's
perspective, it is totally useless.
So, if your experience has been similar to mine what course
of action should Geosoft engage in?
Following are some of suggestions, perhaps you would like to
add a few of your own.
1) Return to the 800 number to the phone company and apply
the savings to its customers in the from of reduced
maintenance fees -- or perhaps frequent flyer mileage from
major US airlines.
2) Add one or more 800 lines specifically for technical
support and divert all the sales related calls to the
current line.
3) Offer a 900 number option for tech support as an
alternative to the annual maintenance fee.
4) Provide live video/sound tech support & interactive
training as a subscription service over the 'Net.
5) Remove all tech support entirely and provide FREE
training & support workshops for annual maintenance
customers in major cities on a quarterly basis.
6) Develop a network of "local" certified trainers/technical
support people in major centers of Geosoft users who are
tasked with developing the node to an on-line geosoft user
group / webnet.
Perhaps my suggestions are impractical... or are they?
Please understand that I have found the tech support folks
very friendly and helpful and that I never call them unless
I have wrestled with the problem a bit before hand. So I
view my usage of this valuable service as minimal at best.
I just find the "tease" of a no-charge call as part of the
tech support a bit tedious. Perhaps it does not make any
real difference in this era of 10 cent per minute telephone
charges.
Ron Bell
ENW Services
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