On 2019-11-05 12:13 p.m., Giles Orr via talk wrote: Teksavvy have done something on their end:
https://twitter.com/TekSavvyCSR/status/1191486635764068355 Wouldn't it be great if they said WHAT had caused it rather than just "we fixed it?" If you told us the how, we might have more faith that you wouldn't do it again. But more and more, technical support departments are hiding these outcomes - either to disguise what they think could be regarded as incompetence or because they're afraid it might reveal secrets about their processes or infrastructure. Having owned a customer support team in the past (Interleaf), they had a mission from management to "make you happy with what you have", and to close tickets as soon as possible. Less than good. Even more extreme was Honeywell, who only allowed staff to file bugs if we had our director's written approval. Tek Savvy is still relatively small and non-stupid, so customers can probably escalate and get a response. I'd call by voice, write down the person's name when they answer, and when they say "no", ask to speak to their escalations manager (Ie, the equivalent of me, but for Tek). When you're connected, thank the manager for the good service that <name of rep> provided, but ask for the thing they couldn't provide. Say why it is to Tek's advantage to provide it and make you, their customer, happy with the company. And they're in Chatham, where I grew up, and Chathamites were and still are really nice to one another. Very Canadian. --dave -- David Collier-Brown, | Always do right. This will gratify System Programmer and Author | some people and astonish the rest [email protected]<mailto:[email protected]> | -- Mark Twain CONFIDENTIALITY NOTICE AND DISCLAIMER : This telecommunication, including any and all attachments, contains confidential information intended only for the person(s) to whom it is addressed. Any dissemination, distribution, copying or disclosure is strictly prohibited and is not a waiver of confidentiality. If you have received this telecommunication in error, please notify the sender immediately by return electronic mail and delete the message from your inbox and deleted items folders. This telecommunication does not constitute an express or implied agreement to conduct transactions by electronic means, nor does it constitute a contract offer, a contract amendment or an acceptance of a contract offer. Contract terms contained in this telecommunication are subject to legal review and the completion of formal documentation and are not binding until same is confirmed in writing and has been signed by an authorized signatory.
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