If I know I'm going to be out and about, I tell them in the 'Special Contact Information' field of the service call to respond by email and not by phone. I then re-iterate the message in the body of the service call itself. I found that if I request email response in one place, but not both of them, it gets 'overlooked', but putting that information in both areas usually leads for the Skyward response to be in email form.
While I don't mind the phone support from Skyward, they rarely call when it's convenient for me, and I can't reference a phone call two or three months down the road. I can't count the number of times I've submitted a service call into Skyward when I know I submitted one for the very same thing 9 or 12 months ago...usually for those once-a-year type of tasks. My first step is to go back and try and reference the original service call, only to find that the only email I have is the initial email stating that the service call was entered and received. Mike -----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 7:40 AM To: Tech-Geeks Mailing List Subject: Re: [tech-geeks] Skyward conference info 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 | ________________________________ This electronic mail is copyrighted by Community Unit School District #205, Galesburg, Illinois USA. Unauthorized dissemination or duplication of it is prohibited. Violators of copyright/confidentiality laws may be prosecuted. | Subscription info at http://www.tech-geeks.org |
