Hello Ivan!
Ivan Crnkovic wrote:
>
> Michael,
>
> I don't really post here very much, couse I don't really have
> any reason what so ever, but I read almost everything couse I have learn
> here alot.
I guess it's safe to say, that our products are robust and serve you
well and you don't often have cause to request support? I'll take that
as a compliment. :)
> Like you know we are all in the same business (IT) and support services is
> what we all have to do from time to time. We also have our client's that
> sometimes need any kind information/support/whatever from us, sometimes they
> ask us stupid question's, sometime's they ask us smart question's, it's all
> the same stuff. Mostly all here know's that support services is not really
> easy job to do. And I wish you all the luck in future.
Thanks. Something tells me my inbox is about to flood :)
> Here is some of my exp with opensrs support services. Since we are register
> domain's directily via opensrs only 4-5 month's maybe we are not really good
> source.
We value all of our resellers ; your experiences are just as valid as
those who have been with us longer.
> Anyway when we have send fax first time (contract), they lost it :) I have
> try to contact person there (she) to see how our registration proces is
> goin, but she was never in the office. Only voice mail was turn on.
Well again, if you'd care to email me offline, I'm sure I can find out
what happened.
> I must
> admit I don't recall the name anymore, but she hade very (extrem) beautiful
> voice (To bad that we don't live in same time zone, I think I would even try
> to meat her :) )
Um, just for future reference you've got the wrong homophone there, I
hope. You would try to "meet" her, since the other means something else
entirely.
Thank God one types when one communicates via email. I am presently
biting my tongue so hard I fear my teeth are going to chomp right
through!
> but no luck, she was never there. Anyway after 10 days, we
> fax it again, and then we got replay, next day I think.
Hm. This could simply have been bad luck; your contact here may have
been on vacation and your request may therefore have been inadvertantly
delayed. My apologies, whatever the case.
> We have send only one email to support so fare. We didn't get the replay
> back. The replay came after 15 days or so, I remember I was not in the firm,
> and they call me (my man's) couse they was not sure what that really is.
> When I saw it, then I recall it that it was email for support 2 week's ago.
If you've got a copy of the email , please forward it offline and I'll
investigate.
> We solve the problem day after we send email to support, so we was not
> really in need to get that replay, but that was the case.
I've been searching our archives and I still very firmly believe we keep
to the 24 - 48 hour commitment. There are naturally times when we have
an outage or some other event that drives up our email volume and slows
us down, but these are very rare.
> I think that Charles is doing really hard job replaying to all this email's
> here, and also if I can say Erol was very helpfull, you should give him a
> rais if he ever came to your office with that request :)
He did, and I did ... though I caution all of you: If I were to give
these guys raises every time one of our resellers sent in a glowing
letter of praise, we'd have to raise our prices just to pay our support
staff!
Your praise does speak very well of our group however, and I thank all
of you for your compliments. I'm starting to feel like Sally Field at
the Oscars : "You like us! You really like us". Well, most of you do
anyway :).
> Ok, this is just my 2 cent's.
Thanks very much for your input. If any of you have current tickets that
you feel haven't been answered in more than 48 hours, please let me know
offline since I'm sure the rest of the resellers don't want their
inboxes filled with "Me too, here's the ticket number" emails.
Thanks!
Michael MacLeod
--
"Linux is a cancer that attaches itself in an intellectual property
sense
to everything it touches."
-Microsoft CEO Steve Ballmer
