I can tell you I just called on Friday about a problem. Allaire resolved the
problem in 24 hours, gave me links for updated code and drivers, and then
sent out a CD Rom to replace the defective one we had.
The service was fast, friendly and their answers solved the problem.
There is always room for improvement and yes disasters happen with even the
best support. I just wanted to point out, that Allaire can and more often
than not, gets the support problem solved the first time.
I have found that some, and I am not saying you, but some people who
complain the loudest about poor support are also the ones who do not have a
support contract or are unwilling to open a paid ticket and then bitched
about the 'free' support. If you want tech support over the phone these
days, you are going to have to pay. That isn't Allaire forcing this. That is
throughout the software industry.
And yes I know that everyone of us has a paid support ticket nightmare. All
I wanted to point out is, not every call goes unanswered and not every
problem is left unresolved.
Finally, I have listened in on numerous tech support calls over the years.
In my experience, over half the time, customers talked down to the tech,
were rude, raised their voices and never once said please or thank you. If
people treated a waitress like this in a restaurant, you would end up with a
glass of ice tea poured over your head.
Yes this is business and problems costs us money, but there is still room
for politeness, even when your server is down.
- Steve
Steve Pierce, HDL
"Co-Location starting $99 per month, no setup fee"
(734) 482-9682 | mailto:[EMAIL PROTECTED] | http://HDL.com
-----Original Message-----
From: William J Wheatley [mailto:[EMAIL PROTECTED]]
Sent: Friday, September 22, 2000 11:06 AM
To: CF-Talk
Subject: OT: Reason for Alliare Stocks
Ok let me say first that I LOVE COLDFUSION and i've used it for 4 years
now.....
but i will say that i'm starting to become disilliusioned (sp) by the
service i've recieved
from allaire, it seems like everytime i try to buy one of there products not
only do i have to wait on hold for 20-50 minutes but i get crappy help, i
tell the sales guy want i want and he tells me what HE wants me to buy and
since i tell him no i dont want to buy 7 Licenses right now and spend
30,000, and the words where not right now, i would have bought them from
this guy Mark B. in a few months but he said OH no i want them by the end of
this month. And i had to just stop and say WAIT a second,
you are the Sales guy i am the customer that wants to give you money. I know
to him 5000 is not alot of cash but we're going to have to spend upwards of
30,000 in licenses eventually and he does not think that is good enough. So
he sends me a quote and then i answer via email saying OK we're just going
to do 1 copy of CF ENT for Linux and i mean he was so unhelpfull he did not
answer his email for several hours he was upset i asked for the fax # he
told me wrong ifnormation just to shut me up because we called 5 minutes
after his hours ended so he did not want to help.
Now i'm a very easy going guy but when a person that is supposed to be
working for a company to ENHANCE its reputation and marketshare by
developing a special sense of loyalty. By making the customer feel that you
actually give a damn about him and are not just in this for your commission
check. I know people are trying to make a living but dont do it at the
expense of making your customers feel like you dont have enough time in the
day for them.
Luckily enough John with Customer Relations really saved the day by being
helpful, understanding and actually taking a damn minute to listen to my
problems and make me feel like i was important.
So possibly the problem with allaires stock is that people are getting the
same trouble that i am.
And one thing i would recommend allaire to do is get MORE people to answer
the darn phone so you dont have to sit on hold forever, but if you cant do
that at least get sales people that dont make me feel like crap. We may be
no microsoft or IBM, but we've referred our fair share of people to use CF
and we've given our fair share of money to Allaire when they were nobodies
still making CGI code, and for that type of loyalty they have hired sales
people that dont make us feel like we mean anything to them.
Thanks for Letting me Vent
Bill Wheatley
IT DIRECTOR
AEPS INC
http://www.aeps.com
ICQ: 417645
http://www.aeps2000.com
954-472-6684 X303
Bill Wheatley
IT Director
AEPS INC
http://www.aeps.com
ICQ: 417645
http://www.aeps2000.com
954-472-6684 X303
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