Path: utzoo!attcan!uunet!indetech!fiver!mha
From: mha@fiver.UUCP (Mike Auria)
Newsgroups: comp.sys.ibm.pc
Subject: Re: complaint of Everex service
Keywords: service, everex, disk failure
Message-ID: <1061@fiver.UUCP>
Date: 13 Jun 90 14:00:44 GMT
Expires: 13 Jun 90 14:00:44 GMT
Reply-To: mha@fiver.UUCP
Followup-To: comp.sys.ibm.pc
Organization: Fiver Communications, Fremont, Ca
Lines: 43

Dear Kenneth Hendrickson:

Everex manufactures and distributes a wide range of PC  products.  
Because of our broad product lines, we have recently expanded our 
technical  support  hours from 6am to 5pm Monday thru  Friday  to 
handle  roughly  2000 calls a day, as well as upgraded to  a  new 
phone  system, and increased our technical support staff to  over 
50 Technical Support Representatives.  We care about support  and 
believe in what we are doing.

I  apologize  for  the problems you have had  in  trying  to  get 
support for your hard disk - getting hung up on and being put  on 
hold  indefinitely.  I can assure you that this is not  the  norm 
and  is  merely  a  fault in our current  system.   In  terms  of 
technical   support,  our  goal  is  to  achieve  100%   customer 
satisfaction.  This is a very difficult goal to reach because  of 
the  fact that we receive over 2000 calls daily and support  over 
150 products.

I believe that the first impression you received from our support 
group does not represent an accurate picture of our  performance.  
We  have been in business, and doing quite well, for  over  seven 
years.  I strongly believe that a company cannot get this far  in 
any business if its support is inadequate.

I  feel  it is somewhat unfair of you to make  such  general  and 
negative comments about Everex especially since you have given us 
only one opportunity.  Furthermore, verbally abusing Everex  will 
not  solve anything.  A better approach would be to call us,  or, 
should you have problems reaching us by phone, write us a letter.

Everex Technical Support
901 Page Ave.
Fremont, CA 94538

Technical Support Phone  415-498-1115
Technical Support Fax    415-683-3398

We have responded to over 600 letters in the past four months.

Sincerely,

Everex Technical Support