Since then, however, I have had the good fortune (if you an ever
call a downed server fortunate) to have had Livingston on my side. I
came in the other day to find my network down due to what (I thought at
the time) a portmaster problem. I called livingston, they put me on a
high priority list and withing TWENTY minutes somebody called me back and
was willing to help.
Furthermore, the operator I was talking with was accidently hung
up TWICE during the procedure or working on the problem. BOTH TIMES she
called back promptly (within 20 minutes) - ie) SHE CALLED ME BACK AFTER I
HUNG UP on her. Then, within what I consider to be a very reasonable
time considering that she knew nothing of my network we had isolated the
problem to be faulty coax (NOT livingston's fault). Nonetheless, the
next day after I was back up and running (and had rewired the entire
place), the called me BACK to find out if things were functioning properly.
Now lets sum up here: AN error on MY side, being hung up on TWICE,
calling me back the next day.
To me, that HARDLY sounds like poor support. On the contrary.. the
support that I received was over and above what I felt was their duty to
me as a customer.
In fairness to others, perhaps my experience was exceptional and this is
not the livingston standard. This was the first time I've called for
support. Usually I try and do everything *I* can first, and then if I
can't figure it out I will call for help. That is, after all, the
meaning of "support". But in any case, if they were trying to win over
customers and keep them loyal, this is the way to do it. Im sold on
livingston products / support until I have a bad experience.
> Prior to posting a message such as the one below I recommend that you
> take a moment to reflect on passed history. Livingston has a total of
> 10 cases that were placed by yourself date from August to the present.
> In all cases we have either contacted you the same day or the following
> day at the latest. In each case we have display the highest level of
> professionalism and resolved all issues in a timely manner, (same day).
>
> > I sent the Livingston router back and will be receiving a 'CISCO' router.
> >
> > At least now I know I will be getting the support when I need it......and I
> > am willing to pay for it!!!!
> >