We have many of the same customer service issues here on IBM-MAIN. The customers are those who ask questions. The servicers are those who try to help the customers by answering their questions. Sometimes the customer asks how to do something before ever trying to do it. Sometimes the customer is willing to read a manual but doesn't know how to find which one to read first. Sometimes the customer doesn't write English very well. Sometimes the service borders on arrogant, but usually the server is trying to be helpful. Etc.
Bill Fairchild -----Original Message----- From: IBM Mainframe Discussion List [mailto:IBM-MAIN@bama.ua.edu] On Behalf Of Scott Ford Sent: Wednesday, March 07, 2012 9:08 AM To: IBM-MAIN@bama.ua.edu Subject: Re: Customer Service, the good and the bad... It helps when the customer support rep speaks and understands English. Had a neighbor with laptop to router problem , she was frustrated for three days..turned out o be a simple issue.. There also seems to be a bit of a epidemic of people would don't read or refuse to read manuals...A good manual worth it's weight , at least to me Sent from my iPad Scott Ford Senior Systems Engineer www.identityforge.com On Mar 7, 2012, at 9:55 AM, zMan <zedgarhoo...@gmail.com> wrote: > On Tue, Mar 6, 2012 at 11:55 AM, Dale Miller <dalelmil...@comcast.net> wrote: >> When my wife's windoze machine neared end-of-life, we bought her a >> new HP laptop. I had to spend a lot of time fixing problems my wife >> encountered because of HP's tactic of pasting HP-specific crud on top >> of windoze, but eventually, we got things working in an >> understandable way. But then ... On the day after the warranty >> expired, the internet connection through my wireless router would not >> come up. I pursued all the help pages and Google and eventually >> discovered that the light (on the F12 key) signifying power status to >> the wireless adapter was amber rather than blue. HP FAQ's and Google hits >> indicated that I should just press the F12 key, but to no avail. >> When I contacted HP, I was told that I would have to pay for support >> on a time-used basis or get a contract for $59. I paid the $59 and >> was connected to a lady for whom English was a second language. She >> knew immediately what the problem was and instructed me to delete and >> rebuild one of the programs that was part of the afore-mentioned >> overlay of HP crud, and then to download an updated BIOS from HP's site. >> What really bothers me about this is: >> 1) The problem's emergence on the first day of non-warranty status. >> 2) The fact that the problem is obviously with HP software (or >> perhaps manufacturing processes related to software). >> 3) The fact that support knew all about the problem, but it was not >> in the FAQ's, or at least not recognizable by the symptoms I experienced. >> 4) That I had to pay to discover HP's defect. > > But you then posted the solution with lots of good keywords so the > next person wouldn't have to pay, right? > -- > zMan -- "I've got a mainframe and I'm not afraid to use it" > > ---------------------------------------------------------------------- > For IBM-MAIN subscribe / signoff / archive access instructions, send > email to lists...@bama.ua.edu with the message: INFO IBM-MAIN ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN
