On 23 Jul 2005 at 16:06, Tyler Turner wrote: > 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).
Here's a free clue: Most of the users in this forum are not novices. They understand Finale extremely well, and because of that, their correspondence with customer support is likely to be at a substantially more complex level than the run-of-the-mill customer support request. I've only had one correspondence with MakeMusic (I've sent in feature requests, etc., which didn't require a response beyond an acknowledgment), and it took several messages before the support person even got to the point of comprehending what I was talking about, despite a very clearly worded set of instructions for reproducing the problem -- the rep really didn't read what I'd written, and gave answers to the wrong question. It took several back- and-forth messages to get him back on the right topic. I remember now -- the topic was music spacing problems with blank notation. And the end of the discussion was that the rep concluded that what I said was a bug (and clearly was -- invisible notes should not affect spacing when you've got your layer options set to have invisible notes *not* affect spacing) was by-design behavior. The result was that I had to change the way I had been doing things in all previous versions of Finale. And it left a really bad taste in my mouth about Finale support. As to the point that MakeMusic provides their own forum for discussion of Finale, it's a web-based forum (i.e., hard to use), and it post-dates this mailing list by many years. -- David W. Fenton http://www.bway.net/~dfenton David Fenton Associates http://www.bway.net/~dfassoc _______________________________________________ Finale mailing list [email protected] http://lists.shsu.edu/mailman/listinfo/finale
