Just adding my $.02 I am having some issues where I have sent several emails (over the past week or so) to support, and I actually got a call yesterday (as opposed to an email message) from support at the request of my CPM (as a result of an email that I had sent to my sales rep). Prior to this call, the email responses that I had recieved we terse, and always asking for additional info. I try to detail my messages and include as much as I can. I am a systems administrator for my company, and I deal with our customers on the phone daily, so I feel like I have a better understanding than most as to what information Printable Support is likely to ask for (alas, it turns out that don't always include everything either). But in this particular instance, the inital terse email response I recieved made me feel like my email messages were not being read before responses were sent as the answers to some of their question were already in my email! I too get frustrated with response times from support. And I have always chalked it up to, "We'll, this is free email support after-all" and just resign myself to the fact that they must be inundated with similar requests from others seeking free support. I envision that they maybe have one or two people who monitor that email address and even this forum full-time, while others pop in from time to time. I believe that this user forum was established to address our need for a quicker response time, that we could help each other. I'd like to think, and maybe I'm wrong..., that their pay-for support is much more responsive. I just purchased 10 incidents with this belief in mind, and will be putting at least one of those to the test sometime today. As others have mentioned, I think that Printable is understaffed as well. I learned recently too that several Printable people are at some Trade Show, or were last week anyway and I feel like this might have something to do with their response time. Nothing annoys me more however, than the feeling that I am being ignored. And when I am trying to get my work done, service our customers, etc. and run into a snag, I may need an answer ASAP. Lately it seems that days, or even weeks go by before I get any kind of answer. Calls, voicemails, and emails to my CPM do no better. I have place several calls to my CPM over the past month or two, and I have yet to hear anything back. I missed a call on one occasion and considering how long I was waiting for a response, was really upset. I have resorted to sending email, and voice messages to my sales rep to get in the door that way. It's almost feels like now that we are an entrenched customer, Printable feels that they don't need to do as much (if any???) hand holding for us anymore. All of this being said, I likewise agree that all of the folks over at Printable are great people, their product is awesome. And I might be mistaken, but do I properly recall hearing something at the Users Conference that they were aware of their support weaknesses and were working to make improvements? Regards, Craig Daters | Systems Administrator | [EMAIL PROTECTED]
West Press 1663 West Grant Road Tucson, Arizona 85745-1433 (520) 624-4939 x208 (520) 624-2715 fax <http://www.westpress.com> www.westpress.com _____ From: Amy Potts [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 18, 2007 6:54 AM To: FusionPro Users Forum Subject: [fusionpro] Are others having trouble getting responses from Customer Support? Taking a personal poll here - are others having problems with getting responses to questions from customer support? I have been a user for over a year now, and customer support continues to ignore (are barely respond) to techinical questions I have about the system. Any one else having the same troubles? Amy Potts Director Digital Store Fronts Universal Graphics www.univgraph.com <http://www.univgraph.com/> 375 Morgan Lane West Haven, CT 06516 Phone: 203-934-4275 Fax: 203-934-4324 [EMAIL PROTECTED] -- Please note: It is the policy of West Press that all e-mail sent to and from any @westpress.com address may be recorded and monitored. Unless it is West Press related business, please do not send any material of a private, personal, or confidential nature to this or any @westpress.com e-mail address. This message has been scanned for UCE (spam), viruses, and dangerous content, and is believed to be clean -- Users of FusionPro Desktop have unlimited free email support. Contact Printable Support at [EMAIL PROTECTED] -- View FusionPro Knowledge Base, FusionPro Samples at www.printable.com/vdp/desktop.htm -- You are currently subscribed to fusionpro as: [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] -- -- Note: All e-mail sent to or from this address will be received or otherwise recorded by the e-mail recipients of this forum. It is subject to archival, monitoring or review by, and/or disclosure to someone other than the recipient. Our privacy policy is posted on www.printplanet.com --
