[tig] Thomson/Grass Valley Support Issues

Bill Topazio btopazio
Wed Sep 3 15:33:01 BST 2003


Are you really, really sure that wasn't the Microsoft help desk?

-----Original Message-----
1)The person who answered the initial phone call had no idea what a  [...] 
was and wanted to know if this was an emergency (!).
2) It took 2 hours 15 minutes from the time of the initial phone call to
the support message center until a service engineer responded.
3) An incorrect part was shipped due to a mismatch of labels on the
outside of a box to the contents inside.
4) One phone call resulted in being put on hold by the automatic
attendant for 45 minutes with no response. 
5) Another phone call resulted in being put on hold by the automatic
attendant for 2 hours 30 minutes with no response.


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