In light of all the messages lately describing Imail's technical support
help (or lack thereof), I had been extremely happy with my experiences
with tech support. All that's changed as of today. I have a problem
(seemingly somewhat minor) that seems to have stumped the support
technician. She wanted to do some research for a couple of hours and
get back to me. No problem, just give me an incident number so I don't
have to explain this again.
She said that she couldn't give me a ticket/incident number because
"they don't track problems this way". I said that was unacceptable and
then asked to speak to a manager. The manager then informed me that
they in fact don't "write down verbatim everything you say", but the
technican was probably taking notes of the problem. I asked her "what
if your technician quits or gets hit by a truck today, where is this
data being captured?" She paused and didn't know what to say. I also
asked her how she would differentiate between incidents if I was to call
back with a completely different problem. She said the technician could
manage multiple incidents using my service agreement.
All this gives me cause for concern because I chose Imail (5 years ago)
partially because they had outstanding technical support at one time.
Just venting a little.
--
Dale
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