Wizard of OS wrote: > why dont't you give them a buzz?? > > I have realized that they neglect email support
A few reasons: It costs me money to call (minor reason). My knowledge of customer service is that written correspondence is usually better than telephone for factual enquiries. Look at it this way, if you hire somebody to answer the phone, they only need to be able to listen and speak. If you hire somebody to answer email or letters, they need to be able to read and write. Plus, if telephone support says something untrue, they are unlikely to be sued in court. If you have something in writing, then they could be in trouble. So they take more care with the accuracy responses. Plus, if you identify an issue in writing, they can pass what you wrote to somebody else. They can take time to get the answer correct. If you do this verbally, they are strongly discouraged from passing you onto to anybody else, the rep who takes the call is supposed to handle the whole thing and is timed. Once the phone is put down, your enquiry is forgotten and goes nowhere in the organisation. -- Terry Simpson Human Factors Consultant [EMAIL PROTECTED] www.connected-systems.com Phone: +44 7850 511794
