Hi Dale, Thanks for the response. Yes, I knew you guys would be busy late this week (wish I could be there), but was hoping to hear something back earlier in the week.
I have done tech support myself, and know how painful it can be to deal with demanding users who want immediate fixes, etc. Therefore, I usually set my expectations at what I consider a reasonable level (24 to 48 hours maximum initial response time seems reasonable) before I start inquiring. What is even more frustrating is not being able to check on the status of an issue, either via the web or by simply talking to someone. If I call Safe (a toll number to boot) and try to get the tech support department, it goes only to voicemail. I tried leaving a voicemail there earlier in the week in addition to sending an inquiry to the support email, but did not get any response. Even if you guys had said "we're extremely busy, we will commit to looking at this issue at such and such a time" would have been enough. Some communication is better than none at all. Anyway, I trust this situation will improve. I love your software, but that's only part of the equation for a good customer experience. Andy --- In [email protected], "Dale Lutz" <[EMAIL PROTECTED]> wrote: > > Hi Andy, > > > > Well, all I can say is I'm sorry and I'll try to find out why this > happened. I know we had a skeleton crew on this week but there was > supposed to be coverage. > > > > What I'll just humbly ask is that you just add a proviso on your > qualification about our horrible response time when you are making > recommendations that the response time is likely to be significantly > worse the first time Safe holds a worldwide UC in Vancouver. > > > > In other words, it shouldn't happen again. > > > > We'll get back to you tomorrow. > > > > > > Dale > > > > -------------------------------------------------------------------- -- > Dale Lutz Safe Software Inc. [EMAIL PROTECTED] > <mailto:[EMAIL PROTECTED]> > VP Development Surrey, BC, CANADA phone: (604) 501- 9985 > http://www.safe.com <http://www.safe.com> > fax: (604) 501-9965 > -------------------------------------------------------------------- -- > Yahoo! Groups Links <*> To visit your group on the web, go to: http://groups.yahoo.com/group/fme/ <*> Your email settings: Individual Email | Traditional <*> To change settings online go to: http://groups.yahoo.com/group/fme/join (Yahoo! ID required) <*> To change settings via email: mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] <*> To unsubscribe from this group, send an email to: [EMAIL PROTECTED] <*> Your use of Yahoo! Groups is subject to: http://docs.yahoo.com/info/terms/
