| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 4342.1 | | USCTR1::HSCOTT | Lynn Hanley-Scott | Fri Dec 29 1995 13:38 | 9 |
| Two suggestions come to mind:
Corporate Customer Relations 1-800-DEC-INFO (332-4636)
Chartered to handle inquiries, sales/service contact information,
and critical issues. 8:15-5:00 ET, Mon-Fri.
Office of the President. I'm sure the number is listed through DTN
information.
|
| 4342.2 | Try the Local Field Service Manager Chain | CSC32::MORTON | Aliens, the snack food of CHAMPIONS! | Fri Dec 29 1995 13:51 | 22 |
|
Sorry to hear the story of your sister's credit union. Usually, a
customer complaint is made to the Field Service Unit Manager, the
District Manager and up the chain from there to Bob Palmer. Has she
tried the chain? Usually MCS hardware (Field Service) managers
responsible are very responsive to customer complaints. It also seems
that the higher up it goes, the more responsive they seem to get.
Now for the hard part: Are you sure that local MCS hardware people
committed in writing that the equipment would be up and running by
Monday? I find that hard to believe. I find it more reasonable that
we would commit to do the De-Install/Re-Install say from Friday to
Monday. That doesn't mean that in the move there won't be any hardware
or network or power issues. There are times when takes weeks or months
to resolve hardware issues, although that's very rare and infrequent,
it can happen. If a Manager committed to operational equipment on a
certain day without having proper resources in place to back him up,
I think both that manager and his immediate manager need to be held
accountable (and thats even if this went without a problem). JMO!
Jim Morton
(Hardware Support in Colorado CSC)
|
| 4342.3 | | CNTROL::DGAUTHIER | | Fri Dec 29 1995 14:16 | 31 |
| I believe she's just working with the sales rep and, as I said, is not
satisfied. I do not believe she's aware of other channels, and am
thankful for the pointers in .1. The credit union is in Raynham MA.
Not sure what Field Service Unit Manager is responsible for that area,
perhaps someone knows?
>Are you sure that local MCS hardware people
>committed in writing that the equipment would be up and running by
>Monday?
She seemed adamant about that part but I'm not privy to the details or
exact verbage of the contract. Since no new equipment was being
purchased/installed, one would have expected things to go smoothly.
(As in "simply move what's working here today over to the new building")
They moved into an old building (no existing comm cables). The few new
lines that were needed were to be installed by DIGITAL. Remember, this
is a small credit union with a single computer, a few terminals and a
printer or two... not a big job.
With all said and done, I believe there was a problem with the wiring,
a new type cable connector used for the printers and I think software
problems to boot. Not sure of the particulars. Remember, my sister is
a banker, not a tech and the techincal details may be blurred in the
translation. But from her standpoint, "it's working here today, make it
work in the new building tomorrow". New connectors and software
problems should not have been an issue from her standpoint where a
simple "no changes required" move was all that was required.
-dave
|
| 4342.4 | There is always 2 sides | SHRMSG::CARADONNA | | Fri Dec 29 1995 15:32 | 22 |
| 4342.5 | | CNTROL::DGAUTHIER | | Fri Dec 29 1995 15:36 | 8 |
| John:
Thanks for the reply. As I said, there are two sides to every story
and we jsut heard the other side. Can't say that I'm surprized that
they're radically different. As I said earlier, I won't play
middleman. I gave her the 1-800 number and she can go with that.
-dave
|
| 4342.6 | | MKOTS3::MCCURDY | | Tue Jan 02 1996 14:08 | 21 |
| I work for America's ABU/SBU Customer Relations, it was formerly
Corporate Customer Relations. As a point of reference for anyone
seeking assistance with Customer Satisfaction Issues,every Business
Unit has a Customer Satisfaction Focal point. You will find their
names and phone numbers in VTX ATOZ under Customer Relations. My
organization responds to those issues that are ABU/SBU related.
We also respond for Mr. Palmer's office. The 800 number (DECINFO)
was autoforwarded about 18 monthes ago to 800 Digital,and that
organization is responding to those issues, should they encounter
an issue( which is rare by the way) they can not resolve they
escalate up to the appropriate Customer Relations organization.
(the scenario related in this note would have gone to the MCS
Customer Relations Group, at CXO at 592-4580.)
Should anyone wish to have any further discussions(or questions)
you may be feel free to contact me at 264-0395 or at MKOTS3::
McCurdy.
Regards
Kate McCurdy
America's ABU/SBU America's Customer Relations.
|