Path: utzoo!attcan!uunet!cs.utexas.edu!usc!julius.cs.uiuc.edu!psuvax1!psuvm!rmg3
From: RMG3@psuvm.psu.edu
Newsgroups: comp.sys.mac.misc
Subject: Re: Another reason to use something other than FastBack II
Message-ID: <90268.095830RMG3@psuvm.psu.edu>
Date: 25 Sep 90 13:58:30 GMT
References: <1938@mountn.dec.com>
Organization: Penn State University
Lines: 36

In article <1938@mountn.dec.com>, m_herodotus@coors.dec.com (Mario Herodotus -
Digital Customer Support Center (800) 525-6570) says:

>In article <26624@boulder.Colorado.EDU>, johnsonr@spot.Colorado.EDU (Richard
>Johnson) writes...

>>                                     Since the University hasn't seen
>>fit to give lowly graduate students phones in their offices, and I'm
>>often in class, I'm not around when they call back.  Three times
>>around this useless loop is too much.

>You've got to be kidding!  Your not around to recieve a callback, and you
>blame
>the support staff?  Call them when you have some time to be by the phone!

  The > comments are from someone who works in 'customer service'.  The >>
are from a frustrated user who is trying to get some service.

  I always had a sneaking suspicion that > was the attitude of the people
claiming to be in customer 'service'.  After the company sends out hardware
or software that doesn't work (not quite the situation here, but it
generalizes) the company then feels it is up to the customer to sit on
hold, or by the phone, until the company feels ready to give an answer.
Obviously nobody would ever have a life other than to wait by the phone
for the customer 'service' people to come off coffee breaks, figure out
why the product doesn't work in the first place, play darts, or whatever.

  Fortunately not all customer service people are like this.  Unfortunately
many are.  (I recently went through problems with a company with a piece
of hardware that was dead on arrival, and whose external switches were
incorrectly set.  The unit was eventually repaired, in 6 days rather than the
48 hours guaranteed.  On the repair sheet they took credit for setting the
switches that I had fixed.  My recent experience reminded me about the
bad end of things.)

Bob Grumbine a.k.a. rmg3@psuvm.psu.edu