Steven
Houston,#2Author of original report
Sat, May 03, 2003
Since posting my complaint yesterday, there were many angry words exchanged back and forth between myself and the tech support department of this company. However, when we all seemed to calm down and get a grip, we realized that none of the bickering, accusations and innuendos being bandied about were going to solve the problem that I had initially wanted to get resolved. I received a letter from the tech support supervisor stating that we might best get the situation resolved if everyone took a time out and regrouped. I agreed with her, and stated so. I then submiited some more info regarding the problem I am experiencing, to include screen shots of the situation as it occured again on my system this morning upon booting up. I then received an e-mail back from Dave at their tech support center and he gave me some excellent input as to just what might be the cause of the problem. He was professional, knowledgable and friendly. As one who works in an IS postion and (as part of my job functions) must sometimes answer customer questions on the phone or via e-mail, I am aware it is a difficult job at best. It also does not help when the person at the other end is the one frustrated by the problem you are there to try and correct. However, I am pleased that this company took the time on a weekend to try and rectify the issues that I had regarding the handling of my tech support complaint, and I am satisfied that we will mutually get it resolved to the satisfaction of both of us. As I stated to them, and will again state here for the benefit of those reading this: my purpose was to get an issue resolved with a product that I have been very happy using the last 3 years or so, along with another one of their product for even longer. As long as I can get my issue resolved with as little hassle and upset to BOTH parties, I am a happy trooper.
Steven
Houston,#3Author of original report
Fri, May 02, 2003
It should read that I sent a copy of the interaction I had with this company to any address I could find that had a @SharewareOnline.com e-mail address domain.