Thus spake Ed
The ONLY reason Hold times are down is because everyone has stopped calling. They get the 3rd degree about a support contract everytime and then even if they have a contract they ask if it's the right chassis for the contract and drill them if they are sure they don't have 20 chassis' and a contract for 5.
Yeah, that and they pulled in a bunch of people with virtually no training or experience for first level tech support, I think so they could at least have someone answer the phone. If they're going to take this route...do what Livingston used to do...have someone (more likely multiple someone's), *not* a tech support person, answer the phone, take some information about the nature of the problem and the urgency, and then do tech support on a callback basis. Livingston did this for quite some time, and while non-urgent callbacks could take up to 2 weeks to occur, urgent problems were handled promptly, efficiently, and by an engineer that was well versed in the equipment. I would certainly not be averse to such a model of tech support. While I would *prefer* to have prompt, efficient, quality handling of *all* tech support inquiries, I have to acknowledge that the realities of the technical job market could preclude that possibility. Regardless...I agree with you, Ed, here, in that the constant abuse that customers receive concerning their support contracts is a significant factor as well. -- Jeff McAdams Email: jeffm@iglou.com Head Network Administrator Voice: (502) 966-3848 IgLou Internet Services (800) 436-4456 - 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.