Originally Posted by
Jack Frederick
In my business career I was a Manuf Rep in the HVAC/P&H industry. Companies get ranked not only on the products they offer, but the manner in which they support their products. I always told my customers to politely ask the name of the tech with whom they were dealing. That way if things go sideways on a call you can pin the tail on the donkey. Doing phone tech is a difficult job and sometimes the frustration with a difficult customer spills over onto the next call(s). My experience with SS Tech has been very good, but my issues were light weight compared to this. The issue of getting the “basic info” on each call can drive you nuts, but dealing with a different tech each time puts that tech in a position where they have to certify the basic info. Again, frustrating, but they cannot see what you are seeing and they don’t or can’t take the nitwit at the next desks analysis. Also, if an issue is not handled on the vary first call or if the issue is of some significance it is always advisable to request/demand a CASE NUMBER. Given what you have been through on this I think it is time to draw the line with SS and demand “the solution.” Barring that coming through I’d have that thing on a truck back to my dealer with a song in my heart and a smile on my face.
Some great points. Coming through the ranks of corp IT, I did 2nd level phone support. Calls are challenging....."is it plugged in" was a field 1st level were required fill out b4 they could escalate.....basic SOP using case management software. Calls were also recorded....get "terse" with a customer you're in the director's office. Yell at a customer, security escorted you out. SS should be doing all that IMO....it's basic stuff. Considering the SS website states "It makes sense that each one of our team members would want to ensure you are thrilled with your saw." It doesn't take rocket science to make that happen....it's culture. IMO SS support made several mis-steps with the OP. It sounds like the OP runs a business....support should have known their audience. Okay, they require multiple tests for spec which I get it, but under no circumstances should the OP have been yelled at.
...and here I sit due to pick up my $3k SS PCS tomorrow.
Thanks,
Fred
Seasoned professional possessing unremarkable proficiency at innumerable skills.