Unprofessional support
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Recent posts in this topic
I'd like to give a thumbs up for the aC support I received on an installation issue. I am a new user evaluating the cororate edition and was not sure what to expect. The initial response was in less than 8 hours. Once I gave support access to the test project and FTP access to see the code, it was fixed immediately. Try getting a MS engineer to do that! ;-)
What?? jkiechlin are you telling me you can actually make contact with a HUMAN AT MS? Can I have that number or email address please?
I have the corporate edition of aC and have found the technical support to be outstanding. Loving the product and I cannot wait for 1.1 to be released.
I have the corporate edition of aC and have found the technical support to be outstanding. Loving the product and I cannot wait for 1.1 to be released.
"Yeah, a friend of a friend got a single bad email reply. Do not buy, despite how good everyone elses support was and the quality of the software"
Wrong. I came here to see how everyone elses support was. If the same type of support would delete a post like this, which is very often the case with that type of support, then I would have mentioned the experience while searching out competitors and reading reviews. I wasn't going to post a review of the software. Only the experience and pasting the mail. By legally, I meant wording it in a way to let the reader form their own opinion. Only stating the facts. There is nothing wrong with that at all.
"I do agree that the tone in the mail is wrong, but you had totally no idea of the context,"
I know exactly what the other mail was.
"Quite frankly, that email wasnt all that bad."
I disagree with you and beleive you underestimate a brand and how it affects successful companies. Mail like that can hurt this company more than it bothered me. I simply came here to see if it was common or rare as quickly as possible. It sounds like it is rare.
To me, the bottom line is that using that tone has the potential to create the wrong impressions with recipients of any mail. A small but interesting example of how to align daily employee behavior with a brand.
Seeing that the support here is highly regarded, I can see that I jumped in here pretty loud.
Wrong. I came here to see how everyone elses support was. If the same type of support would delete a post like this, which is very often the case with that type of support, then I would have mentioned the experience while searching out competitors and reading reviews. I wasn't going to post a review of the software. Only the experience and pasting the mail. By legally, I meant wording it in a way to let the reader form their own opinion. Only stating the facts. There is nothing wrong with that at all.
"I do agree that the tone in the mail is wrong, but you had totally no idea of the context,"
I know exactly what the other mail was.
"Quite frankly, that email wasnt all that bad."
I disagree with you and beleive you underestimate a brand and how it affects successful companies. Mail like that can hurt this company more than it bothered me. I simply came here to see if it was common or rare as quickly as possible. It sounds like it is rare.
To me, the bottom line is that using that tone has the potential to create the wrong impressions with recipients of any mail. A small but interesting example of how to align daily employee behavior with a brand.
Seeing that the support here is highly regarded, I can see that I jumped in here pretty loud.
rez:
"I do agree that the tone in the mail is wrong, but you had totally no idea of the context,"
I know exactly what the other mail was.
One mail.
Ilija Studen:
Support thread you are referring has 55 status changes in 2 days and is one of the longest we ever had since we started selling and supporting activeCollab. 55 status changes is a lot - it's 20+ emails from a customer and similar amount from support.
Twenty+ mails.
Again: you had (and have) no idea of the context.
And you could have said it in this reply already: rez on Apr 17. 2008. 5:01 am
My guess is you have only recently read that 'other mail'. But then again: who cares...
As you see, nobody is complaining about support. The quality of the software is good. You assumed a bunch of stuff and jumped to conclusions.
www.synergetics.be | www.davor.be
Ilija Studen
on Apr 21. 2008. 5:17 pm
Good support is as important as software we make. It is part of the whole experience and we are well aware of that fact - we try to respond as quickly as possible, treat people like people, not numbers, don't use "canned" responses, always try to help.
What happened with this particular ticket was an incident and we've taken steps to make sure it doesn't happen again. We defined a new set of rules for providing support that everyone employee (me included) will need to follow, considering introducing new service to provide even better service to people who may have trouble with setting everything up etc.
Thanks for brining this to our attention. People live and make mistakes, it's what they learn from them what matters in the long run.
To the community: thanks guys! :-)
What happened with this particular ticket was an incident and we've taken steps to make sure it doesn't happen again. We defined a new set of rules for providing support that everyone employee (me included) will need to follow, considering introducing new service to provide even better service to people who may have trouble with setting everything up etc.
Thanks for brining this to our attention. People live and make mistakes, it's what they learn from them what matters in the long run.
To the community: thanks guys! :-)
activeCollab team member
Sebastian Tänzer
on Apr 22. 2008. 11:37 pm
Thanks for pointing this out. I am one of these "completely happy with the product and support"-users and I think it's great to see how "open" you communicate with your customers. Other large companies would really benefit from a "support policy" like yours.
You have a great product - with v1.1 this is almost perfect for us. But knowning that you value service as we do is much more important to us. Usually you'll find out if a company is a good one when you're having a problem.
You have a great product - with v1.1 this is almost perfect for us. But knowning that you value service as we do is much more important to us. Usually you'll find out if a company is a good one when you're having a problem.
Ilija Studen:Good support is as important as software we make. It is part of the whole experience and we all well aware of that fact - we try to respond as quickly as possible, treat people like people, not numbers, don't use "canned" responses, always try to help.
What happened with this particular ticket was an incident and we've taken steps to make sure it doesn't happen again. We defined a new set of rules for providing support that everyone employee (me included) will need to follow, considering introducing new service to provide even better service to people who may have trouble with setting everything up etc.
Thanks for brining this to our attention. People live and make mistakes, it's what they learn from that what matters in the long run.
To the community: thanks guys! :-)
