On Fri, 15 Oct 1999, Blake Fithen wrote:
What about "earn customers respect through display of competence"? The only change I've noticed in 3com's tech support over the past year is the fact that someone from 3Com calls me and asks me about how my tech support call was handled. "Do you feel the engineer was competent"? "Did the engineer fix the problem"?, etc...
Tonight I called in to 3Com tech support because I have a problem of not remembering if channelized T1 can support ISDN. I had a 'feeling' that it would not but I wanted to get confirmation. I asked the tech said question to which he replied, "yes channelized T1 will support ISDN BRI calls, no problem." To which I said, "are you sure?" He went to "double-check" on this enigma and he came back and said "no, I'm sorry, your customer cannot dial-in to your CT1 circuit."
At least he double-checked.
The bottom line is that I think 3Com should be harshly confronted about the quality of their tech-support and the fact that it is not worth what they are billing customers.
Well, our policy is that when we get garbage responses from 3Com, we call our NC and sales rep to let him know 1) who the support rep was, 2) what time the call was made, 3) what the ticket number was, and 4) what we were told that was obviously wrong. Kevin E-Mail: s1kevin@tims.net Web: http://users.sota-oh.com/~s1kevin/ Unsolicited advertisements processing fee: $50 subject to change without notice - To unsubscribe to usr-tc, send an email to "majordomo@xmission.com" with "unsubscribe usr-tc" in the body of the message. For information on digests or retrieving files and old messages send "help" to the same address. Do not use quotes in your message.