Hold on...
We fucked up.
*Livingston*
I don't care what the attitude is (and frankly Patrick is one of our long
time customers and I recall working with him several times. Right now he
is pissed off and that shows, but it still doesn't matter), we were working
with him and then left the problem hanging without resolution.
That is obviously not the right thing to do. Now we need to figure out
how this happened and prevent it from happening again.
I objected to what I viewed as a blanket accusation about email support.
Frankly email gets a faster turn around than the phones much of the time.
When I was dedicated to it (and killing myself) most got same day, the
majority were within one business day. After I moved out and people with
mroe sanity towards working hours got in a backlog developed. But now we
have two people who's primary focus is email. Theo and Gryphon. The backlog
is effectively non-existant, replies are withing a day for most questions.
Some take a few days, and a few end up going longer for a host of reasons.
I took it personally because for many months 'support' was effectively me.
So saying support didn't respond during that time is saying I didn't respond.
-MZ
-- Livingston Enterprises - Chair, Department of Interstitial Affairs Phone: 800-458-9966 510-426-0770 FAX: 510-426-8951 megazone@livingston.com For support requests: support@livingston.com <http://www.livingston.com/> Snail mail: 6920 Koll Center Parkway #220, Pleasanton, CA 94566 See me in person: Internet Expo, Boston, MA, October 16-17, Booth 422 ;-)