[Modus] Support clarification

[Steve Foster]

1)  I didn’t hang up.  I was using a cell phone with all of the problems that go with it.   2)  Will be writing a letter later to several of your folks.   3)  I am very surprised when things that previously worked are now broken, and I am told that is the way it is.  These “features” were      present in all previous versions of modus, and was greatly worried by the attitude of “too bad, we don’t do that anymore”.   Esp.  things like quarantine not working the same,      an administration client for the web server mail compoenent, etc.   Steven Foster BBS-LA     -----Original Message----- From: Robert Button [mailto:[EMAIL PROTECTED]] Sent: Tuesday, December 09, 2003 7:08 AM To: [EMAIL PROTECTED] Subject: Support clarification Importance: High   Steve,   Vircom Customer Support is here to help you and will do their best to resolve customer issues.  All customers issues are reviewed and resolved based on the criticality and impact on their overall business.  Unfortunately, no company or products are perfect and issues will be escalated.   The Customer Support department is not in charge of adding or removing functionality of the product, they are here to support the product the way it was designed. Take note we do not support any customization of the Web pages.   My staff must at all time, be polite and courteous, I will not accept any deviation from these rules. I also expect the same from my customers.   If you feel our staff has been rude at any time contact me directly.  A cooperative work environment is important and will help us get your issues fixed more rapidly.   I would appreciate if you stopped ‘hanging-up’ the phone when speaking to my staff. If you are unhappy with the service offered by the Support Department, please escalate directly to me. If you are unhappy with features, functions or product design please contact our product manager [EMAIL PROTECTED].   I hope we can continue doing business and that you understand my position.   Regards,     Robert Button Director, Customer Services Vircom Inc. www.vircom.com