Re: Customer Service

[Doug Kariel <dougk@xxxxxxxxxx>]

Hi Sean

I suggest that if you are having problems that you talk to the helpdesk 
supervisors and if that doesn't work, talk to the head of custormer 
service.  All these names can be found on CS Direct.  As well, talk to 
your sales person.  If you continue to have problems, send e-mail to 
Jerry directly or phone him.  You are paying, so you should insist on 
timely solutions to your problems.  

Generally, I have found Innovative help desk staff to be very responsive 
to any problems we have had.

HTH.

Doug

Sean 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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-- 
*********************************************************************
Doug Kariel				E-mail: dougk@xxxxxxxxxx
Head, Technical Services and Systems	Phone:  (780) 675-6261
Athabasca University Library		Fax:	(780) 675-6477
1 University Drive
Athabasca, Alberta
Canada  T9S 3A3
*********************************************************************




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