On 13 Nov 00 at 0:00, Pippi wrote:
>>Probably because your problem has to work it's way through the priority
>>levels and the first is the newest employees or least competent and they
>>have lists of things to tell people and stuff. if you successfully
>>demonstrate with documented evidence that you have tried all the basic
>>remedies and are not making a common error then they will move you up to
>>another level where the people know something more about the product. This
>>is why it is always good to throw them a very long email with all the
>>documentation you can provide, even to screenshots if you have them.
Yes, I think they have flow charts they use for dealing with problems
and they start at the most rudimentary level (i.e. Is the AC/mains
cord plugged in?) and you have to satisfy them that you have "jumped
through all the hoops" before you can advance to the real issue. I
went through this with Zoom Telephonics early this year with a modem
and it took several exchanges before they were satisfied I knew what
I was talking about and explained how to get a warranty
repair/replacement. It can be frustrating, but I am sure they weed
out a lot of non-existent problems and thus save a lot of needless
RMA (Return Material Authorization) expenses. Shortly, I may have a
nice story of good legacy hardware support that I will relate to you
after the story is finished. More later.
Regards,
Dale Mentzer
Some days you're the dog, some days you're the hydrant.
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