Brad, Having been on the support end for many years one of the most frustrating things was having to deal with whiners and complainers who whined or complained about support because you made a presumption that the person on the other end of the phone did know what he was talking about (as he indicated) and therefore gave you all relevant information necessary to quickly resolve whatever the issue was. But, now, they did not know what they were talking about, or did not give you all relevant info, or wanted something that you had no experience with and which you had informed them about (then they complain that you misled them).
You indicated that one of the problems was that he wanted to be able to watch you at work and that your remote connection s/w was not capable of that with him remotely logged in as well. Well, this is the normal case with remote access - without a remote access server on his machine to allow multi-login with the same id. And reading his post over again, and your response I some how get the impression he believed that MCSE stood for Microsoft Certified on Exchange. As for you billing him for your research time - that is an industry standard and he shold have well been aware of it. I also found that he has complained many times about "fraudulent sellers" and "scammers" on eBay. And, finding out this information and other info, I too, if I were you would terminate his account - he appears to be much too much trouble for any benefit (work/income) to be accrued. On Dec 14, 1:06 pm, Brad Nelson <[email protected]> wrote: > As the owner of Fast Support Online, I'd like to clear up a few things > regarding this post. The original poster's name is Daniel Parsons of > surpluseq.com not Jim P ('I’m not sure why he's trying to conceal his > identity.) > > Regarding Daniel’s charges: > Daniel was charged for 2 hours of support which included 1 hour and 30 > minutes of remote support...along with 30 minutes of research to a > third-party solution Daniel wanted for his Exchange Server. Daniel > felt I should only charge for 1 hour and 30 minutes since I wasn’t on > the phone with him for the additional 30 minutes. However I informed > Daniel we bill for our time, so any additional "off the phone" support > is billable. > > Regarding Daniel’s claim that I lied about my experience: > I'm not sure why he's saying we lie about our experience, I told him I > was MCSE certified, I also sent him my MCSE transcripts as well as > other certifications as he requested and I think he confused that with > being a certification for Exchange Server. > > Regarding Daniel’s claim that I don’t know how to remotely log into a > server: > I had no issues logging into his system remotely, The problem I ran > into was the client wanted to watch me work while I was logged in. We > use Logmeinrescue and it turned out Daniel was also logged into the > server remotely, therefore He was unable to see my connection on his > session. I called Logmeinrescue to see if there was a way around that, > but there was not. > > Daniel is upset because my company decided to deactivate his account > due to his constant complaining about our pricing and always > requesting discounts, price reductions etc. I felt he would be a > problematic customer which is why i came to the conclussion to cancel > his account. He retaliated by sending these feedbacks. > > I welcome anyone with server/network issues to try our services and > see for yourself that our support is top-notch, unlike what Daniel is > saying. -- You received this message because you are subscribed to the Google Groups "Computer Tech Support" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/computer-tech-support?hl=en.
