notfastenough (notfastenough) wrote in bad_service,
notfastenough
notfastenough
bad_service

Kick to the head!

Ok so I used to be a lead on an email tech support team. Maybe that changed my standards on the subject.

But come on.....

If I have a problem with your software.....

and I email you for help....

READ THE FUCKING EMAIL BEFORE RESPONDING



====================
My Email to them
====================

I downloaded XP sp2 and burned the ISO onto CD.

When windows setup starts it just goes to a black screen and stays there.

My monitor does not turn off so its sending some kind of signal but no
visable video.

Any ideas?

====================
Their response
====================

Dear Customer,

This is an email notification regarding your Issue “install help”, submitted on: 09/26/2005 at 01:42:41



Description and latest notes on this issue:

Entered on 09/29/2005 at 11:10:16 by Samiya:
Hi,

Could you please reply with the following information so that I may better determine the problem:

Are you encountering any error messages (if so, what do they all say?)
- How do you connect to the Internet?
- Do you know if your computer is behind a firewall or proxy server?
- What operating system are you using (ex. Win 98, ME, 2000, XP)?
- How much free space do you have on the drive you are downloading to? (to find out the amount of free space, double-click on "My Computer" then right click on the drive and select properties).

Please let me know if you have any other questions.

Kind regards,
e-academy support

======================
My pissed off response
======================

From your email it would appear that you did not even read the message I sent.

Are you encountering any error messages (if so, what do they all say?)
Of course there is no error message, as I said in my email, the screen is blank.

- How do you connect to the Internet?
The computer is not connected to the internet because the windows install is the problem and its pretty hard to configure TCP/IP settings when there is NO WINDOWS

- Do you know if your computer is behind a firewall or proxy server?
Again, irrelivent unless I am having issues downloading the file (I am not, since I burned the ISO to a CD)

- What operating system are you using (ex. Win 98, ME, 2000, XP)?
Ok, here is where I get pretty unhappy. Does your lead/supervisor know that you are not reading the incoming emails? If they do, then I'm sure that the support manager has no idea why your team's resolution time is so bad. If you read an email, you can save an entire email cycle. And since you did this once, I'm sure that it's routine to kick out a worthless email whenever possible. This does not help the E-mail que.

- How much free space do you have on the drive you are downloading to? (to find out the amount of free space, double-click on "My Computer" then right click on the drive and select properties).
I have about 120 gigs free. Not that it has ANYTHING to do with a CD that is ALREADY burnt.

I would like an email back from the team lead/supervisor addressing why my email was never read in addition to someone reading the email and answering my question.

If I do not hear back from you before 9/7/05 I will contact the e-academy administration.

Lets give this a good resolution and change how I feel about your customer service. As an MCSE and a member of MSDN since its inception I would like to think that you are not making us all look bad.

Robert
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