Bill, I think a lot of folks have trouble describing the problem and hen a techie, i.e.; us have o try interpret what they are saying ...a protocol ...
Sent from my iPad Scott Ford Senior Systems Engineer www.identityforge.com On Mar 7, 2012, at 10:54 AM, Bill Fairchild <bfairch...@rocketsoftware.com> wrote: > 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 ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@bama.ua.edu with the message: INFO IBM-MAIN
