Steve, those are discussions between
you and Vircom, and I don't think it is appropriate to share it with
us. In my case, I am very happy with the new Modus 3. We are
not a jury : if you have an issue with Vircom, you should contact them to have
it clarified.
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]On Behalf Of
Steve Foster
Sent: Tuesday, December 09, 2003
12:43
To: 'Robert Button'
Cc: [EMAIL PROTECTED];
[EMAIL PROTECTED]; [EMAIL PROTECTED]; 'Doric T. Jemison-Ball ll'; mailto:[EMAIL PROTECTED]
Subject: [Modus] Support
clarification
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
