[buug] RE: Customer Service Ticket #29277 (fwd)

[Christopher Sullivan]

Boy I'm in a foul mood.

I don't normally spout this kind of stuff on the list, but this really
(for whatever reason) ignited feedle's fuse.  Is this typical of the kind
of customer service experience you get from "free" services, Zeke?

This also brings out why many of these services will fail.  People will
only tolerate so much BS before they just give up.  I had: in fact, when I
didn't get a customer service reply in 48 hours, I went ahead and checked
out xdrive, which I am now using instead.

Laugh at it, cry at it... but keep in mind that this is the wave of the
future: marginal customer service, and plenty of it.

-Fedl

(an apologies to people who are on both bayhack and buug for seeing this
twice.)

---------- Forwarded message ----------
Date: Thu, 17 Aug 2000 09:51:50 -0700 (PDT)
From: feedle at yahoo.com
To: Don Johnson <don at freedrive.com>
Subject: RE: Customer Service Ticket #29277

--- Don Johnson <don at freedrive.com> wrote:
> 
> Hello,
> 
> We could not duplicate the error for the FreeDrive
> registered to
> feedle at yahoo.com.
> We need to know if you were using a PalmPilot, and

No, I'm using a Microsoft CE-based Casio. (duhh)

I did say "Palm VII", did I not?  Does your FreeDrive
Palm VII PQA even run on anything other than a Palm
VII?  

Just a note: The Palm VII is not a PalmPilot.  The
"PalmPilot" was a specific model manufactured by Palm
Computing around 5 years ago.  Newer Palm Computing
machines are not "PalmPilots": they are simply
"Palms".  Using the correct terminology with your
customers will go a long way to helping them solve
their problems.

> please send your user
> name
> along with the problem.

My user name is "feedle".  Actually, an associate who
also uses the Palm VII PQA was having the same
problem, so it was not specific to my user account
with FreeDrive. 

The problem was specifically stated in my previous
message.  Since you did not catch the fact that I
indicated I was using the Palm VII PQA (thereby
establishing without a doubt I was using a Palm), it
is understandable that you didn't read the part where
I specifically stated what problem I was having,
including providing you with the exact VBScript error
your web server was passing.  

When I was selecting a file to read (a .htm, or a
.txt) I was getting an error message that was obviosly
not generated locally.  This had been going on for a
week or more.

The problem seems to have "magically" corrected itself
sometime in the last two days.  I suspect a customer
service rep who was more responsive and/or paying
attention got the information to your sysadmin and/or
engineering staff and the problem was rectified.

8-day turnaround on a customer service issue.  A new
world's record, BTW.

> Don
> Customer Support
> Don at FreeDrive.com
> 
> -----Original Message-----
> From: customer support
> [mailto:rdestiny at freedrive.com]
> Sent: Tuesday, August 08, 2000 5:14 PM
> To: rdestiny at freedrive.com
> Subject: Customer Service Ticket #29277
> 
> 
> Date: 8/8/00
> Ticket Number: 29277
> E-Mail: feedle at yahoo.com
> Where problem was: Downloading
> Problem description: Just a note: The Palm VII PQA
> (or, more accurately, the
> VBScript that drives it) is broken.  Whenever I try
> to access a .txt or
> .html file, I get a VBScript error "Microsoft
> VBScript runtime error
> '800a01c1' Argument Not Optional: 'PalmGetFile'
> /Palm/PalmFile.asp, line
> 191.
> 
> Cookies Enabled: Yes
> Browser: Other
> OS: Other
> ISP: Other
> Behind a firewall: yes
> Using a proxy: yes
> 
> User Agent: Mozilla/4.0 (compatible; MSIE 5.01;
> Windows NT 5.0)
> IP: 208.177.225.96
> HTTP_COOKIE: FreedriveCookieTest=true
> 
> 


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