RE: Customer Service

["Zhou, Don" <dzhou@xxxxxxxxxx>]

I would second Eric's praise for the help desk. They are very nice people and they usually are very good. I used to work in a consortium environment where there were lots of complaints about the support they got. At my present job, I noticed that their support is very good. I attributed part of it to be my diligent monitoring of the calls and prioritizing them. For instance, if you have a call opened, but on a second day you think that there might be something else which could cause the problem, you could test that. Then you could go to csdirect and click on the person who has been assigned the call and followed it up with further information. That invariably would solicit a response from the person who has been assigned the call.  And if you ever have the opportunity to meet them in person, you will notice that they are very nice people.

On the other hand, there are problems that they just can not solve and have to wait for software engineering. Whenever that comes up, it is a synonym of indefinite wait for me, so I adjust my expectations accordingly. I think this is what you have to live with. What else can we do? Complain?

Don Zhou
Head of Technical Services
William Mitchell College of Law


-----Original Message-----
From: Eric Rhee [mailto:erhee@xxxxxxxxxx] 
Sent: Wednesday, July 23, 2003 10:57 AM
To: 'innopac@xxxxxxxxxx'
Subject: RE: Customer Service


Hi Sean - We became a iii customer in 2000.  I felt that the on-site help and training provided was very weak during the implementation phase. However, I have nothing but praise for the Help Desk staff. Here's what works for me:  I open less urgent calls by e-mail and telephone with urgent issues.  I tell them I have a Circ, web OPAC or cataloging etc. etc. module issue to facilitate getting to specialist who can assist me. I estimate that 90 percent of the time I am connected to someone who telnets to our system and helps me sort out the problems I can't figure out using CSDirect. Hope this helps. Eric Rhee

-----Original Message-----
From: Sean [mailto:spark@xxxxxxxxxx]
Sent: Wednesday, July 23, 2003 8:11 AM
To: innopac@xxxxxxxxxx
Subject: Customer Service


Hello all,
I am a first time poster to this group, and I was wondering if any other installations have experienced the unacceptable level of customer service that our installation has received.  Our complaints with Innovative, to Innovative, have gone unresolved or otherwise ignored for the past 4 months.  We have several open calls to the Help Desk for critical software issues that have been opened for months, with no response from Innovative regarding their status.  We have been an Innovative turnkey installation for over 11 years, and recently upgraded both our hardware and software.  We were assigned a project manager 6 months ago, and that was basically the last we heard from him.  A co-worker discovered that our Implementation Project Manager had actually quit weeks ago, although Innovative never informed us of this. Overall, Innovative's customer support is pathetic.  Only when I am in contact with an actual Help Desk technician do I feel an issue is nearing any sort of resolution, so we have resorted to opening calls for every issue, from the most trivial on up.  This seems to be our only solution for getting problems into the hands of the people who will actually fix them, and even then timeliness is not guaranteed.
 
Does anyone have any comments to offer as far as the pros and cons of software-only vs. turnkey sites?  Any other customer support nightmares with Innovative?  Are we the only installation treated this way? The valuable dollars this Library District pays to Innovative for monthly fees related to our turnkey system could be put to much better use by paying someone who can actually get the job done.
 
Thank you for your input, and thank you for bravely reading my wordy tirade.
 
Regards,
 
Sean Park
Network Administrator
Coos County Library Service District
1988 Newmark, Tioga 104
Coos Bay, OR  97420
spark@xxxxxxxxxx
 


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