The Quality of Pyramid's Service

[Barry Roskuski]

In article <82731 at pyramid.pyramid.com> csg at pyramid.pyramid.com (Carl S. Gutekunst) writes:
>A couple of armchair observations, from the hacker in the corner.
>

  Well, here's another hacker in the corner doing some real life observations.

>were doing. In addition, RTOC's objective is to fix your problem as rapidly as
>possible. Assuming that you made a mistake, and trying to figure out what, is
>not only a human reaction, but it will be accurate and get the problem fixed 
>very quickly most of the time.

  This is an extremely dangerous assumption to make. This is a great way
  to turn off the customers that *do* know what they are doing. I sat for
  about an hour watching an RTOC engineer remotely dialed in to my system
  duplicating the EXACT same steps I had told him I had done to diagnose
  the problem and getting the EXACT same results I reported to him. Is that
  getting the problem fixed as quickly as possible?? Pity he should believe
  that I just _might_ know what I am doing.

>
>Personal credibility *does* help. If Bob Sutterfield or Greg Noel call, most
>people here know that they really know what they are doing, and most likely
>have a real bug. We have other people (who shall remain nameless to protect
>the guilty) who have cried wolf so many times that it becomes very hard to
>take them seriously. 
>

  Are we one of those who have cried wolf??? I started here at Mirror Systems
  in April, right in the middle of our worst problems with our system. RTOC
  would not look at them blaming everything on our bad power. We got the bad
  power fixed, and low and behold THE SAME PROBLEMS WERE STILL THERE!!!!
  Sure gives me a warm fuzzy feeling about the credibility of RTOC.
  They are getting fixed one by one now, but I resent the fact that we had
  to wait through 3 months (plus probably more time before I arrived) of
  crashing a minimum of 3 times a week without anything being done about
  it.


  Well, enough complaining for one morning. Let me say though, that I have
  had much better experiences with the customer support of other computer
  companies. At least they didn't let me know that they assumed I was an 
  idiot. Also, I have done a limited amount of customer support myself. 
  I understand that yes, the customer is wrong a good deal of the time, 
  and just needs to be gently corrected, but you just can't let people know
  that you think they are fools. It is not good for customer relations.

  In all fairness too, our last few calls into RTOC have been handled in
  a much better manner. Of course, our FE had to light a fire for
  us to get any response on one of them. Maybe we are just getting better
  people on the other end of the phone lately.

>
><csg>

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Barry J. Roskuski                   Mirror Systems
                                    2067 Massachusetts Ave.
                                    Cambridge, MA 01240
roskuski at mirror.TMC.COM
{mit-eddie, pyramid, wjh12, xait, datacube}!mirror!roskuski