I've struggled with this quite frequently over the past few months. It was particularly bad during the summer when no office staff were at school to answer calls and page me - and I'm rarely at my desk. I did have occasional success in setting an appointment with them, but even then it was hit-or-miss. I just wish there were some other options available for those of us who can't sit by the phone.
On Mon, Sep 13, 2010 at 4:14 AM, Steele, Thomas C <tste...@manteno5.org> wrote: > Jesse- > > Skyward tech support is something that seems to be tweaked on an on-going > basis. I have voiced this same concern numerous times, but I don't think we > will ever see Skyward move from the call-back model. I would even be willing > to pay for those rare times when I need to talk to a tech NOW. For a while > Skyward had gone with e-mail as being the primary/initial response mechanism > - which worked GREAT for me! Now they have gone back to a "call first" > model, followed up with an e-mailed response if they could not reach anyone > by phone. When I asked why, I was told this was done in response to customer > demand (so maybe there is hope!). > > Like most other techs, I am rarely available when Skyward calls back and I > don't have time to sit by my phone waiting for their call. I prefer the > e-mail response anyway as that gives me something in writing that I can > follow, pass on and/or archive for future reference (it's also good for those > CYA situations). When I *do* actually need to talk to someone live or have > them iLinc in to our system, I have found Skyward's support folks to be very > flexible and accommodating with scheduling - if I tell them I am only > available between 10:30AM and 11:00AM, they are very good about calling > during the early part of the window as long as I give enough notice. > > -TS > > > -----Original Message----- > From: tech-geeks-boun...@tech-geeks.org > [mailto:tech-geeks-boun...@tech-geeks.org] On Behalf Of Jesse > Sent: Monday, September 13, 2010 12:00 AM > To: Tech-Geeks Mailing List > Subject: Re: [tech-geeks] Skyward conference info > > Ouch. Might not sound like much, but $500 is a bit steep for us. Too > bad Skyward couldn't get an actual discount on the rooms. That would > have helped some. > > My question for them (in case I can't attend) ... "As a tech support > person, I fully understand the need to structure response times > according to responder availability, but as a customer, I have to say > that being unable to get help when I'm actually available to receive > it is intensely frustrating. Any hope of working out a more balanced > approach to support?" > > > > On Thu, Sep 9, 2010 at 10:15 PM, Steele, Thomas C <tste...@manteno5.org> > wrote: >> For Skyward districts, the IL Skyward conference information is now >> available >> >> >> >> http://www.skycon.org/Conf2010.htm >> >> >> >> >> >> >> >> Thomas C. Steele >> Technology Director >> Manteno CUSD #5 >> 250 N Poplar >> Manteno, IL 60950 >> ph: (815)928-7006 fx: (815)468-6439 >> >> >> >> | Subscription info at http://www.tech-geeks.org | >> > | Subscription info at http://www.tech-geeks.org | > | Subscription info at http://www.tech-geeks.org | > | Subscription info at http://www.tech-geeks.org |
