Followup on ISI equipment, info on ISI systems

[The Software Warrior]

>  Beware !!!
>  
>  We have had an integrated solutions box for a little over a year. We
>  have had lots of trouble. Their service has been less than satisfactory.
>  

Concerning the problems I have had with our ISI optimum, and the
problems I have had with service, I thought that I would bring the
net people up to date on what has happened in the past couple of
days.

First, we finally did receive our tape drive and it is working.  They
had shipped it UPS blue (instead of Federal Express), apparently due to
a foul up in their shipping department.

They still have not sent us our upgrade, but I am told they are
looking into it.

The big news to report is that they are apparently very concerned
about their customer support image.
When I came in this morning I received a call from Lynn
Alexandar, who is
in charge of the customer support team.
She caught me even before I could log into the system.
They saw the net posting and wanted to know what they could to help
the situation; I was to call Lynn the next time that I
needed assistance, to assure that everything would be done promptly.
She also told me
that the customer support from NBI was now available. 

After logging on I recieved this bit of mail :

>   From cbosgd!ihnp4!nsc!pyramid!isieng!laurie Thu Sep 26 13:47:16 1985
>   Received: by apr.UUCP (4.12/4.7)
>   	id AA10791; Thu, 26 Sep 85 13:47:11 edt
>   Received: by ihnp4.ATT.UUCP id AA23994; 26 Sep 85 12:24:39 CDT (Thu)
>   Received: by nsc.UUCP (4.12/4.7)
>   	id AA00398; Thu, 26 Sep 85 10:23:40 pdt
>   Received: by pyramid (4.12/3.14)
>   	id AA16223; Thu, 26 Sep 85 09:37:35 pdt
>   Received: by isieng.IS (4.12/1.1.ISI-rph)
>   	id AA16252; Thu, 26 Sep 85 08:54:30 pdt
>   Date: Thu, 26 Sep 85 08:54:30 pdt
>   From: Laurie Sefton <ihnp4!nsc!pyramid!isieng!laurie>
>   Posted-Date: Thu, 26 Sep 85 08:54:30 pdt
>   Message-Id: <8509261554.AA16252 at isieng.IS>
>   To: pyramid!nsc!ihnp4!cbosgd!apr!thompson
>   Subject: Your posting on ISI equipment....
>   Status: R
>   
>   
>   Ed;
>   
>   
>   Since I've seen your posting on ISI equipment, I can see why you feel you
>   have been dragged through the mud for your money.  My saying that I'm sorry
>   that you have had such trouble isn't going to make a difference on how your
>   equipment runs, but I *am* sorry that you have had the problems in the area of
>   customer support/ technical support, and I hope I can do something for you
>   in the future in the area of customer support.  I'm currently working on a 
>   database, that will hopefully give us immediate answers on when a piece of 
>   equipment has been in for repairs, what parts of it has been repaired, and 
>   *why* it needed the repairs.  Also, a reference data base of customer calls
>   (you're customer #00018) is being put together, so we can keep track of your
>   calls in to us. I'm hoping that soon, we'll be able to keep a much better 
>   record of our customers.
>   
>   As far as the shipping fiasco, all I can say is that we're learning that we
>   have to follow up on requests we give to shipping--by the time anyone had
>   gotten ahold of someone in shipping who had any answers aout you package, you
>   were past the 6:30 pm time you gave for being at APR. I know that our folowing
>   up will help in the future, but it doesn't feel very good when *you're* the
>   one who has fallen through the cracks.  I've been there myself, and generalitiesdon't give much comfort.
>   
>   In closing, I hope that you'll forgive any transgressions I've made as far as
>   service to you is concerned (I've only been here 6 weeks, and there is a lot
>   to learn), and I hope I can help you in the future.
>   
>   
>   Laurie Sefton
>   
>   
>   Integrated Solutions, Customer Support
>   

I was perhaps excessively hard on ISI due to the particular situation that
I was in. Sometimes frustration generates more reaction than necessary.
I did feel that I had to respond when one person wrote that they had an
Optimum running without problems for a year. 

I do expect some problems with our Optimum since it is rarely turned off
(only on holidays and when no one will be around for a couple days.) But I
still think we have had more problems than our share.

I think it is great that ISI is concerned about their customer support
image. Next time we have problems we will find out how genuine their
concern is. It does sound sincere over the phone.

						Ed

PS I got a call while writing this letter from Laurie in customer
   support who said that ISI shipped our upgrade on Tuesday through
   UPS and we should be recieving it.


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