RE: Customer Service

["Riesner, Giles" <GRIESNER@xxxxxxxxxx>]

We went live with our III system in 2000 (having bought it probably the year
before). We've done ok with the implementation and problems since. When we 
put in a call we generally get a call back on it fairly promptly and those 
that we want a more immediate response on we've done by phone.

I recently called to open a call for one the things that III still has to do
on the system and had it suggested to me that I go in to CSDIRECT and use
the "Service Commitments" to place the call. I was told that these take
precedence and give you a date they will have it done for you by. I did that
on a Friday was promised it would be done by the following Wednesday and
heard
on Monday that it was completed, which I thought was excellent.

Naturally, if you don't keep an eye on open calls and follow up
periodically, 
some things may go by the wayside - we all have some tendency to tend to the

squeaky wheels first. Overall I think we've received good customer service 
from them. 

Giles W. Riesner, Jr.,   Technology Support Specialist
Community College of Baltimore County Catonsville Library  
800 S. Rolling Road Baltimore, MD 21228  USA
Tel./Voice mail: 1-410-455-4245
Email: griesner@xxxxxxxxxx