That's what we do with open help-desk issues on our intranet.... so our users don't think we're ignoring them but we're actually doing something about it (or so it seems) ;-)
Paolo Cesana IT Development Manager "Electricity is not the result of a series of upgrades to the candle" Auth. unknown MIF, an EGL Business "Dedicated to problem-free transportation" Phone: (305) 594-0038 ext. 7326 Fax: (305) 593-0431 e-mail: <mailto:[EMAIL PROTECTED]> WEB site: <http://www.mif.com> WEB site: <http://www.eaglegl.com> -----Original Message----- From: Dana Tierney [mailto:[EMAIL PROTECTED] Sent: Friday, June 06, 2003 5:33 PM To: CF-Talk Subject: Re: Very unsatisfied with Macromedia's support attention ... ::nod:: as a former tech support person, I have been in this position also, and although I see the need I hated doing this as it usually resulted into an inquiry into just *why* the problem wasn't solved yet. I could see the utility of an app that automatically generated emails.... a lot of places have a task management system and you could just emal any associated client that a given talk was still open and active... Angel Stewart writes: > I completely understand how this happens. > > As a web developer I remember getting asked several times by management > to 'call the client'...in the middle of coding something. > I sat there thinking," Call the client? To say what that we haven't > figured it out yet?" and most of the time went back to coding ;-) > > After reading what you're saying..I can see how the communication is > important when one puts themselves in the position of the client. > Though I still don't think the developers should be doing the calling > ^_^ > > -Gel > > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] > > Christian, > > I don't care to get into the middle of this but after reading this post > one of your comments tended to jump out at me. The fact that there's > been some internal email on the topic really doesn't mean squat to a > customer who's trying to figure out WHY nobody is communicating with > HIM. > > I've had this EXACT same problem with Macromedia (and other companies > such as Microsoft, etc.) who for some reason seem to think it's > perfectly ok to leave the customer hanging out there. I've told > Macromedia people in the past "Look, I understand these things take time > to fix. I don't care if you have an answer for me today but I do want > SOME form of communication EVERY DAY, even if you're just calling or > writing to tell me you don't have an answer yet. At least I know I > haven't been forgotten." > > Seems like such a simple concept and yet many companies (and even people > in > general) just don't get it. There's absolutely no excuse for poor > communication. It takes all of 30 seconds to send an email saying: > > "Hey Mr. Smith, just wanted to let you know we're still looking into > this and haven't forgot about you." > > It's been my experience that tech support is a lot like web > programming... if you give someone a "Please Wait" screen on a form > submission... they're a lot more likely to wait patiently. If you just > give them a blank page... they tend to hit the reload a lot. ;-) > Feedback is often overlooked. > > Just my 2 cents. > -Novak > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Archives: http://www.houseoffusion.com/cf_lists/index.cfm?forumid=4 Subscription: http://www.houseoffusion.com/cf_lists/index.cfm?method=subscribe&forumid=4 FAQ: http://www.thenetprofits.co.uk/coldfusion/faq Your ad could be here. Monies from ads go to support these lists and provide more resources for the community. http://www.fusionauthority.com/ads.cfm Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=89.70.4
