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View Full Version : Email support is not very impressive



markwm
2008-11-07, 01:21
I emailed support exactly week ago and am yet to get a reply.

This was after I posted my problem here and didn't get an answer so I thought I would try support as instructed by the sticky thread.

How long exactly does it take for support to reply to emails?

mherger
2008-11-07, 01:41
> I emailed support exactly week ago and am yet to get a reply.

You should at least get a confirmation mail immediately. Please check your junk folder - these automated mails tend to be stuck in there.

--

Michael

markwm
2008-11-07, 01:49
> I emailed support exactly week ago and am yet to get a reply.

You should at least get a confirmation mail immediately. Please check your junk folder - these automated mails tend to be stuck in there.

--

Michael

I got the confirmation email straight away.

"Your question has been received. You should expect a response from us within 24 hours."

markwm
2008-11-07, 05:32
So what exactly should I do?

Graham White (graham_alton)
2008-11-07, 07:55
markwm wrote:
> So what exactly should I do?
>
>
I struggled for ages with support too, if you're problem is even vaguely
complicated beyond what you would expect a 1st line support group to
cope with then I wouldn't bother. In my experience you're much better
off with the forums and campfire chat room to talk directly with the
people who really know their stuff (such as Michael who replied to your
thread already).

--
Graham White
<graham UNDERSCORE alton AT hotmail DOT com>

markwm
2008-11-07, 14:17
markwm wrote:
> So what exactly should I do?
>
>
I struggled for ages with support too, if you're problem is even vaguely
complicated beyond what you would expect a 1st line support group to
cope with then I wouldn't bother.

I always try the forum first but I have to say, I don't actually find the forum that brilliant and it's not the first time a query has gone un-solved. It was simple problem, I explained all the information needed in the email. FYI, my forum post is here:

http://forums.slimdevices.com/showthread.php?t=54457

I've been a squeezebox user a longtime and lack of decent support is slowing edging me toward becoming a sonos user.

Phil Leigh
2008-11-07, 14:30
I always try the forum first but I have to say, I don't actually find the forum that brilliant and it's not the first time a query has gone un-solved. It was simple problem, I explained all the information needed in the email. FYI, my forum post is here:

http://forums.slimdevices.com/showthread.php?t=54457

I've been a squeezebox user a longtime and lack of decent support is slowing edging me toward becoming a sonos user.

Did you feel obliged to put that Sonos reference there just to wind-up the hard working folks who try and help people on this forum?

markwm
2008-11-07, 15:03
Did you feel obliged to put that Sonos reference there just to wind-up the hard working folks who try and help people on this forum?

not at all, merely stating how I feel based on my own experiences. It wasn't directed at anyone, especially those on this forum who are not logitech employees.

Phil Leigh
2008-11-07, 15:07
not at all, merely stating how I feel based on my own experiences. It wasn't directed at anyone, especially those on this forum who are not logitech employees.

so what was the resolution to your tagging problem?

markwm
2008-11-07, 15:12
so what was the resolution to your tagging problem?

It's unresolved. Support didn't bother replying.

I emailed support again today and to let them know I haven't had a response. Hopefully I will get one this time.

Phil Leigh
2008-11-07, 15:20
It's unresolved. Support didn't bother replying.

I emailed support again today and to let them know I haven't had a response. Hopefully I will get one this time.

hmmm... it seems to me that this problem could be resolved by getting your tags set correctly. You need to use something like mp3tag to delete any extraneous tags and then rescan. Perhaps posting in the ripping/tagging forum will help.

markwm
2008-11-08, 04:25
well, I got a response to my 2nd email and now my issue has been escalated to the "second tier of support". We'll see what happens.

The 1st tier seems to be limited to a cut and paste re-install walk through.

JasonJoel
2008-11-08, 06:50
If it is unresolved, how do you know it is a simple problem/fix as you stated earlier? :)

Jason


It's unresolved. Support didn't bother replying.

I emailed support again today and to let them know I haven't had a response. Hopefully I will get one this time.

radish
2008-11-12, 21:31
Looks like a bug to me, from your description. The most useful thing to do would be to file a report at http://bugs.slimdevices.com.

86atc250r
2008-11-12, 22:57
Looks to me like you abandoned your previous thread.

You had two responses that you didn't bother to respond to. You can't just expect people to start crawling out of the woodwork with all sorts of helpful suggestions when you don't bother to respond to those who did at least try to offer up some help - regardless if their attempts at assistance were helpful or not.

To get a dialog going on the forums, you have to be an active participant.

If this issue is causing you so much grief that you are considering uprooting your system and rolling the dice with another company's higher priced & less flexible products, why not put forth the minimal effort required to place a phone call to support before throwing in the towel? Personally I've found email support and even serious sales inquiries via email pretty sketchy from practically all companies these days.

FWIW, the one time I had an issue with my squeezebox, I called Logitech support and was met with a friendly & helpful crew that got my issue taken care of straight away.

mattybain
2008-11-13, 02:33
Looks to me like you abandoned your previous thread.

You had two responses that you didn't bother to respond to. You can't just expect people to start crawling out of the woodwork with all sorts of helpful suggestions when you don't bother to respond to those who did at least try to offer up some help - regardless if their attempts at assistance were helpful or not.



*ouch* thats a bit harsh, if we are looking at the same thread he asked a question, had to bump it up as no one responded then somebody suggested something, he then replied to say that wasn't it, end of thread.

How is that abandoning his thread? and where are these 2 unanswered questions?

If Logitech offer e-mail support then they should reply to e-mails and not leave them hanging, users should not have to phone up to get the same level of service.

Nonreality
2008-11-13, 02:45
*ouch* thats a bit harsh, if we are looking at the same thread he asked a question, had to bump it up as no one responded then somebody suggested something, he then replied to say that wasn't it, end of thread.

How is that abandoning his thread? and where are these 2 unanswered questions?

If Logitech offer e-mail support then they should reply to e-mails and not leave them hanging, users should not have to phone up to get the same level of service.

I always feel that calling and then going to email is the best bet. You get to talk to a person and then you can follow up with email. I've dealt with them once on the phone and they were very good. Get a dialog going with someone that cares about your problem. This isn't always the case with big companies but with Slimdevices it was. He followed up 3 times after the fact and took care of my problem. It was a hardware problem so not quite the same but at least then you have a name and contact. Emails alone are too easy to ignore, forget or misplace. Talking to someone isn't.

Nonreality
2008-11-13, 02:52
I always try the forum first but I have to say, I don't actually find the forum that brilliant and it's not the first time a query has gone un-solved. It was simple problem, I explained all the information needed in the email. FYI, my forum post is here:

http://forums.slimdevices.com/showthread.php?t=54457

I've been a squeezebox user a longtime and lack of decent support is slowing edging me toward becoming a sonos user.

In the meantime, unless you really need them, use mp3tag and get rid of the composer tag in the Soundgarden albums. Easy fix unless you use the composer tag for some reason in the rock genre.

JJZolx
2008-11-13, 17:00
In the meantime, unless you really need them, use mp3tag and get rid of the composer tag in the Soundgarden albums. Easy fix unless you use the composer tag for some reason in the rock genre.

Good advice, but what you might do instead is change the name of the COMPOSER tag to something else such as COMPOSERX (I don't think you can actually rename a tag in Mp3tag, so this would require copying from one tag to the other, then deleting the first). Then when/if SqueezeCenter ever gets it right, you'll have the data available in the files and you can just change the name of the tag back again.

86atc250r
2008-11-17, 10:35
*ouch* thats a bit harsh, if we are looking at the same thread he asked a question, had to bump it up as no one responded then somebody suggested something, he then replied to say that wasn't it, end of thread.

Apparently we weren't looking at the same thread because the one I currently see wasn't answered by two people, nor was it abandoned... Unfortunately, now I can't find the one I originally wrote that about. Maybe I was imagining it :)


If Logitech offer e-mail support then they should reply to e-mails and not leave them hanging, users should not have to phone up to get the same level of service.

I don't disagree, but what should be and what is, are two different things. Poor email support is not uncommon & probably has numerous reasons - from being inundated with spam, to incoherent questions from people with no writing skills.

I pretty much expect poor email support and consider it a treat when I get a fast and detailed response. Phone support seems much more productive most of the time, especially once you get past the 1st tier script readers.