On Tuesday 18 September 2007 07:53:25 pm NoOp wrote: > On 09/18/2007 05:31 PM, Howard Coles Jr. wrote: > > On Monday 17 September 2007 12:00:06 pm Colin Healy wrote: > >> HELP! > >> I found the support forums. Customer is very upset and threatening to go > >> to Sun Corporate because she cannot uninstall OpenOffice. > >> > >> Any suggestions? > >> > >> Colin Healy > > > > I hate to say it this way, but, let her go. > > > > Besides, I'm of the opinion at this point to believe this was a bogus > > email anyway. Not sure what the purpose was, but it wasn't to find help. > > > > 1. The person is "supposedly" at Sun. Why would they need help from > > OpenOffice.org list when they have StarOffice? > > 2. The person supposedly cried for help without one single shred of > > information that would lead to any help being useful. > > 3. Being worried about a single user who wants to uninstall > > OpenOffice.org going to "Corporate" is not something I see any help desk > > person at Sun doing. > > As I mentioned in my previous post, Colin did reply directly & it was a > valid complaint. He eventually talked her through it (it was a Windose > issue). > > Unfortunately help desk folks, be it Sun or anyone else really can't > just blow off a customer... at least if they want to keep their job. > > Now on the other hand, we can :-) as we are as free as beer (where did > that saying come from anyway?), unless of course we are the one whos > "shout" it is at the moment :-) >
Interesting. I'm still having a real problem with an employee at the help desk at Sun not having an escalation procedure, or not knowing how the list here works. Surely they have contacts within Sun if they run into something they just can't handle. Every help desk I've ever worked with had contacts, and escalation procedures (Novell's, IBM's, Microsoft's, Our's, etc.). However, now that I think about it, I've never had a reason to call Sun. Not only that, but I didn't even realize Sun had paid support for OpenOffice.org! I guess the good thing is that the problem got solved any way. Good work Gary. Just a funny Quote from Sun's Support site considering one of your other posts: "Sun ranks #1 compared to Dell, HP, IBM, and Microsoft for Knowledge of Technical Support Personnel, Quality of Service and Support, Service Plan Features and Deliverables, and Clarity of Service Plan Offerings. TNS Prognostics, April 2006" Kinda Ironic huh? -- See Ya' Howard Coles Jr. John 3:16! --------------------------------------------------------------------- To unsubscribe, e-mail: [EMAIL PROTECTED] For additional commands, e-mail: [EMAIL PROTECTED]
