RE: (usr-tc) ISPCon/3Com Open Meeting
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. blake
-----Original Message----- From: Ed [mailto:ed@taylors.com] Sent: Friday, October 15, 1999 2:05 AM To: usr-tc@lists.xmission.com Subject: Re: (usr-tc) ISPCon/3Com Open Meeting
Marshall wrote: "Buy customer's happiness through goodwill instead of ball parks"
Thats a good one ;-)
Ed
----- Original Message ----- From: Marshall Morgan <marshall@netdoor.com> To: <usr-tc@lists.xmission.com> Sent: Friday, October 15, 1999 2:10 AM Subject: (usr-tc) ISPCon/3Com Open Meeting
Great Idea !!
Why don't we all have a mass (OPEN) meeting with 3com at ISPCon. The other vendors will send people in as well and will get plenty of ammo for their executives that actually listen to their customer's complaints. If 3com changes everything that night with a big announcement (hint hint) about cost effective hardware/technical support and software only support, then everyone, except the snoops from other companies, will be happy!
A win-win for everyone if 3C want's our continued business. Buy customer's happiness through goodwill instead of ball parks.
Marshall Morgan President
Internet Doorway, Inc (aka NETDOOR) http://www.netdoor.com
601.969.1434 x28 | 800.952.1570 x28 | 601.969.3629 x28 | Fax 601.969.3838
-----Original Message----- From: owner-usr-tc@lists.xmission.com [mailto:owner-usr-tc@lists.xmission.com]On Behalf Of Richard Lorbieski Sent: Thursday, October 14, 1999 9:41 PM To: usr-tc@lists.xmission.com Subject: Re: (usr-tc) RE: (USR-TC) 2.0.60 HDM C
Sorry, but only people with service contracts can visit the 3Com booth.
Sheldon Koehler wrote:
Maybe we should all gang up at ISPCon and do a mass
movement from the 3Com
booth over to the Cisco booth and see if 3Com notices then...
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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.
participants (2)
-
Blake Fithen -
Kevin Benton