Support/Sales Responsiveness (was: Re: Upgrade Installation of 5.6.10)

[Rodgers Hemer]

On Mar 6, 2010, at 5:17 PM, Fairlight wrote:

> Four score and seven years--eh, screw that!
> At about Sat, Mar 06, 2010 at 06:06:52PM -0500,
> Bill Randall blabbed on about:
>> Rodgers,
>> 
>> Is there a reason you did not write to filePro support or sales?
> 
> I can't speak for Rodgers, but my first thought upon reading your question
> was, "There's support?!  There's barely sales!"
> 
> Reason being, recently (the last two years, and especially the last year),
> many of my clients that try using support channels have had a horrible time
> getting in touch with support, especially since the central office was
> done away with.  
> 
> I personally could not contact sales for a consecutive three days sometime
> last year while trying to get help with something--just kept getting
> voicemail.  This is not a one-time occurrance.  Any time in the last
> several years that I've needed to talk to someone at fP Tech for sales
> -or- support, it's taken multiple days to get hold of a live person on the
> phone--and that's just to get initial contact.  Maybe your email support is
> faster...or existent.
> 
> Amongst many of those I talk to (some of which would be accurately
> described as fP loyalists), fP support responsiveness has become a
> sad joke, and the butt of cynical comments in private.  Apparently
> it's especially bad with support pertaining to fPcgi in terms of long
> turnarounds even once there's contact.
> 
> I can -easily- see why someone would turn to this list first, with its
> generally expedient turnround times, rather than try official
> channels--especially on a weekend and if time was short.

Mark:

We all have our stories about lack of support that we thought we needed at various times.  However, Bill worked with me on Saturday and Sunday until the problem was resolved.  The site is now updated and ready for the customer to use on Monday morning.  That would not have been the case if he had not been monitoring the list over the weekend.  I certainly appreciated his assistance.

Rodgers Hemer