--- dhbailey <[EMAIL PROTECTED]>
wrote:
>
> Compare this to MakeMusic, which has several
> employees who monitor this
> list on their own time (we do appreciate that), but
> since there is no
> official monitoring of this list we have to follow
> "official procedures"
> to submit feature requests or bugs. And on the
> Sibelius list, if Daniel
> doesn't know the answer to the problem, he will give
> specific e-mail
> addresses of Sibelius employees who can provide
> those answers.
>
If you want to talk on a forum where MakeMusic
officially participates, you should go to the forum
they set up. If people specifically create a
communications group AWAY from the Finale people, why
should they feel they are invited to officially
monitor those conversations? The Finale forum is much
more active with actual Finale topics. A lot of the
discussions here would be a waste of company time
since many don't relate to Finale at all. Daniel
doesn't usually hand out specific company employee
e-mails - I wouldn't say any more often than Carla
does on their own forum. It's generally bad policy for
a number of reasons, the most important being that
when e-mails are sent to customer support they are
picked up by the people who get to them first. If that
employee can't answer it, he/she goes and gets help
from someone at MakeMusic who can.
Submitting a request to support SHOULD be the way it's
done. The forum can get messy, and if people believe
that by mentioning something there they can be sure
their request will be seen, even when buried in long
threads, then there's a good chance their request will
go unnoticed. It's responsible behavior for MakeMusic
to ask users to make official requests rather than
give them the impression the forum works for that.
Daniel's method on the Sibelius forum seems very
personable, but the guy does go on vacations from time
to time, and I'm willing to bet a few requests have
been missed.
And may I be so bold as to say that if a person can't
be bothered to write an e-mail for something they want
the company to spend time developing, they perhaps
shouldn't be given as much priority as those who are
kind enough to do this? It's certainly easier on the
employees if they can go through and log multiple
feature requests at one time.
> Engraving competition to show the comparative
> strengths of engraving
> programs?
> Sibelius -- eager participation
> MakeMusic -- yawn! why bother?
Would you mind telling me where it is that you have
seen any mention of the fact that MakeMusic was even
TOLD this was going on????? You're insulting people
who I KNOW care a ton more about Finale than you do -
and as far as I can tell you're doing it without
having solid facts.
> Sibelius -- instant, courteous response with helpful
> information, even
> on a non-company-sponsored e-mail list
> MakeMusic -- another round of tech-support ping-pong
Geico's satisfaction rate stands at 97%. MakeMusic's
customer support is similar. You can talk about your
personal experiences, but most people have been
extremely happy.
> Compare this to MakeMusic, even with the unofficial
> participation on
> this list, we have to go through the interface of
> their tech-support
> personnel, whose first response is
> frequently/usually "I can't recreate
> the problem"
This is wrong. When I worked in customer support, I
computed the number of customer e-mails finished in
one response vs. those that took multiple e-mails to
resolve. I personally was resolving over 90% of the
issues to the satisfaction of the customer in the
first response. None of the staff was much under 80%.
That's pretty solid when you consider that there are
many times that you HAVE to be able to see the file to
know what's going on, and other times that the
customer leaves out extremely critical information
(like the fact that they are using NotePad).
Tyler
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