Re: Customer Service

[Steve Duffy <duffy@xxxxxxxxxx>]

In a way this is like "The squeaky wheel gets the grease."  If you open a 
call with Innovative but don't follow up on it, Innovative triage will 
assume it's a less pressing issue, and it will get a lesser level of 
attention than if you actually call the help desk and make daily follow up 
calls for as long as needed. Sometimes it's not clear to the Innovative 
people what a problem is until you talk to them in person.  And sometimes 
the problem is not simple to solve.  So, to a certain extent, if you do 
have a problem with the software, yes, I think you do actually have to make 
the call and make the follow-up calls, regardless of whether the problem is 
large or small.  If you don't, you're implicitly communicating, whether you 
know it or not, the message "This is not a really big deal. Get to it when 
you can."

--Steve

At 10:11 AM 07/23/2003, you wrote:
>Hello all,
>I am a first time poster to this group, and I was wondering if any other
>installations have experienced the unacceptable level of customer
>service that our installation has received.  Our complaints with
>Innovative, to Innovative, have gone unresolved or otherwise ignored for
>the past 4 months.  We have several open calls to the Help Desk for
>critical software issues that have been opened for months, with no
>response from Innovative regarding their status.  We have been an
>Innovative turnkey installation for over 11 years, and recently upgraded
>both our hardware and software.  We were assigned a project manager 6
>months ago, and that was basically the last we heard from him.  A
>co-worker discovered that our Implementation Project Manager had
>actually quit weeks ago, although Innovative never informed us of this.
>Overall, Innovative's customer support is pathetic.  Only when I am in
>contact with an actual Help Desk technician do I feel an issue is
>nearing any sort of resolution, so we have resorted to opening calls for
>every issue, from the most trivial on up.  This seems to be our only
>solution for getting problems into the hands of the people who will
>actually fix them, and even then timeliness is not guaranteed.
>
>Does anyone have any comments to offer as far as the pros and cons of
>software-only vs. turnkey sites?  Any other customer support nightmares
>with Innovative?  Are we the only installation treated this way? The
>valuable dollars this Library District pays to Innovative for monthly
>fees related to our turnkey system could be put to much better use by
>paying someone who can actually get the job done.
>
>Thank you for your input, and thank you for bravely reading my wordy
>tirade.
>
>Regards,
>
>Sean Park
>Network Administrator
>Coos County Library Service District
>1988 Newmark, Tioga 104
>Coos Bay, OR  97420
>spark@xxxxxxxxxx
>
>
>
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