Hersch wrote:
>If they do their support like some other software companies [sic], they
>have at least two levels of Techies. One level is the 'free support'
>people, who have been trained in the mysteries of accessing the program
>knowledge base.
This is (or "was") the case with Acer US. Unfortunately, the higher level of
Tech is not in good supply, and reaching one is difficult, although one
helped me out of my original "bafflement" with the Scanwit.
The point remains, that unless he/she is working with the machine & software
in question (or at least has hands-on access to it), even "simple" problems
can be stumpers. I won't go into personal experience, here (and listen to
that crowd cheer!! ;-)), but I know it happens. STM that companies would be
well-served by having clearer avenues to hands-on problem-solvers in their
customer service departments. It would save them many ruffled feelings, and
probably more than a few returned machines. :-)
Best regards--LRA
>From: Hersch Nitikman <hersch@silcom.com>
>Reply-To: filmscanners@halftone.co.uk
>To: filmscanners@halftone.co.uk
>Subject: Re: filmscanners: NikonUSA warranty service
>Date: Wed, 27 Jun 2001 12:48:30 -0700
>
>If they do their support like some other software companies, they have at
>least two levels of Techies. One level is the 'free support' people, who
>have been trained in the mysteries of accessing the program knowledge base.
>Anything not indexed with the words used by the caller can not 'normally'
>be found. For reasonably competent Techies, you have to go up a level to
>those who are supposed to be available under a paid-support plan. The best
>you can usually hope for is that a stumped 'free' tech will put you on hold
>and walk over to a competent one, and see if he/she can get an intelligible
>answer.
>This is what I get from an outfit that used to be an industry leader in
>free support.
>Hersch
>
>At 08:48 PM 06/26/2001, you wrote:
>
>
>>On Tue, 26 Jun 2001, Todd Radel wrote:
>>
>> > Or, at the very least, to at least have laid eyes on the product
>>they're
>> > supposed (alleged?) to be supporting! Case in point: the Acer techs who
>>have
>> > never seen a 2740, had no film scanners on their desks (or even in a
>>nearby
>> > lab) in which to reproduce users' problems or to become familiar with
>>the
>> > product, and had no idea what "MiraPhoto" was, let alone "SCSI". And
>>they
>> > freely admitted all of this to me over the phone.
>>
>>
>>This AM, while talking to a Nikon tech, I
>>did a scan using the stand-alone version
>>of NikonScan, per the tech's request.
>>
>>When the scan is complete, you have your
>>scan in a window in NikonScan. I asked
>>the tech if there was a way (inside this
>>program) to look at the individual color
>>channels. I was met with a resounding
>>"Huh?" The tech clearly had no idea
>>what I was talking about. This seems a
>>bit lame for someone whose job it is to
>>support film scanner users.
>>
>>
>>
>>rafe b.
>
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