GC4062
08-02-2002, 05:33 AM
Hiya folks,
Have been interested in hearing your BEST experiences dealing with customer service departments of technology companies.
Here's an example:
I tested Premium Service with Mazingo. While I enjoyed all the channels I could get without the limitations of download size, it was a killer for me using dial-up service. Unfortunately, the area of Toronto I live in does not have high speed service. So I decided to cancel my Premium Service account. I dropped a quick note explaining this via the contact form on Mazingo's site. Within 30 MINUTES (!!!) I had already received two replies, one stating they had received my message and would handle the cancellation, and also asking for ideas to improve the service, any ideas for channels or channel content, and any other suggestions I had. Well, I have a few favourite Canadian news sites, and I sent the information to them, and they contacted the companies and the channels were up in a day. After the first message, I received another e-mail 10 minutes later confirming that what they had told me they would do had been done. Will I stay with them for free content... YES! Will I rejoin Premium Service once I get access to a high-speed connection - definitely!
I have worked in IT for 20 years, and have seen many changes... have had my share of good stories and horror stories dealing with service departments. And I have read much lately about experiences dealing with manufacturers or content providers (seems to be much written about AvantGo lately, especially now that they charge $19.95 to get a technical issue dealt with and they no longer answer free inquiries).
Here's what I'd like to hear from you:
Share your favourite story about when you have received outstanding service from a company (hardware, software, services). What was it that impressed you the most?
Jim
Have been interested in hearing your BEST experiences dealing with customer service departments of technology companies.
Here's an example:
I tested Premium Service with Mazingo. While I enjoyed all the channels I could get without the limitations of download size, it was a killer for me using dial-up service. Unfortunately, the area of Toronto I live in does not have high speed service. So I decided to cancel my Premium Service account. I dropped a quick note explaining this via the contact form on Mazingo's site. Within 30 MINUTES (!!!) I had already received two replies, one stating they had received my message and would handle the cancellation, and also asking for ideas to improve the service, any ideas for channels or channel content, and any other suggestions I had. Well, I have a few favourite Canadian news sites, and I sent the information to them, and they contacted the companies and the channels were up in a day. After the first message, I received another e-mail 10 minutes later confirming that what they had told me they would do had been done. Will I stay with them for free content... YES! Will I rejoin Premium Service once I get access to a high-speed connection - definitely!
I have worked in IT for 20 years, and have seen many changes... have had my share of good stories and horror stories dealing with service departments. And I have read much lately about experiences dealing with manufacturers or content providers (seems to be much written about AvantGo lately, especially now that they charge $19.95 to get a technical issue dealt with and they no longer answer free inquiries).
Here's what I'd like to hear from you:
Share your favourite story about when you have received outstanding service from a company (hardware, software, services). What was it that impressed you the most?
Jim