#very poor support
3 messages in this thread
I realized after the last message I left you that maybe I am not gettin my
point across properly, so I will give you an example of what I call excellent
service.
I have an old Unisys 386 system using an old bios and setup that I was having
a hard time with trying to put in a new IDE contoller card and an Quantum hard
drive.
I called thier tech support in Pen. and spent a couple of days back and forth
with one of thier techs (Scott Morris). They never gave me a hard time about
serial numbers or warranties, they were more concerned that I had one of thier
products and it wasn't doing what I wanted it to do.
After not being able to solve the problem with Scott he referred me to a
number here in Canada and asked me to calll them and let him know of the out
come.
When I called the number here in Ottawa they took my name and number and had
a tech call me back. When I spoke with the tech he took my name and address and
said he would be over in the morning. I couldn't believe it , I thought I might
be in for a service call bill. The next morning the tech (Claude) showed up as
promised and spent an hour and half with me going over the system to correct
the problem.
After trying all kinds of configurations we finally got it up and running
properly and to my further suprise NO CHARGE! Now thats service. The company
showed every interest in my problem and were more concerned that thier machine
would suite my needs then they were about thier high status policys. Now I
agree that this is an exception these days, but why should it be? There is no
doubt in my mind who I will call before anyone else for a price quote on my
next purchase, keeping in mind the service I am going to get.
John Hardy
I was not offended in the least, just trying to explain myself. Your story
about Unisys was interesting. But I have to say they are utterly stupid for
giving that kind of service and not charging for it. That is indeed rare. Spose
they don't need to make money like the rest of the companies out there. Anyway,
if I were you I too would go back to them in the future.
Dave Mennenoh
John,
Your example warmed my heart and brought a tear to my eye, but, I think you
need to compare apples and apples <g>. For example, compare similar products in
medium to high-end 3d-animation with other similar products with regard to the
type of support that is offered. If you're in the market for high quality,
production animation software you might look into: on the PC – 3d-Studio (my
favourite), Crystal Topas; and on the Mac, ElectricImage; and on SGI's –
Wavefront, Alias, Softimage, TDI, GIG-3d etc. See what they offer in the way of
free Technical Support and then make your decision based on that.
I have found that, while company tech-support might be able to help you with
hardware and software conflicts, specialized help with "how-to" problems and
"tips-and-tricks" can best be given by working pro's on BBS's like this. I have
called Microsoft TechSup before and regretted it since they ask me a whole list
of mundane questions and after 15mins came to the same conclusion that I had
already come to (before I called) and told them about in the beginning. In
other words when it gets complicated you are going beyond the scope of
traditional technical support and need the backing of pro's. I am just a
volunteer, freelance animator who answers questions here on the forum and have
been doing for 2 years. Why? I don't know. Maybe I'm just a glutton for
punishment but it gives me a warm feeling similar to the one I mentioned at the
beginning of this note <g>.