03-28-2009, 06:16 AM | #121 |
Which book will be next ?
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The problem is when you put all Frenchies on the same batch !
It's reminding me of the caricature of the french with a bottle of red wine, French bread under the arm and a beret at the top of the head ! I don't drink wine, and haven't got a beret too... If you want to discuss about software people, now, I can mention a US one, that has problems with dates and bugs, too... You see which one I mean ? It begins with Mi and ends with Crosoft ! |
03-28-2009, 06:25 AM | #122 |
Little Fuzzy Soldier
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This has taken a wrong turn. Please, stop insulting each other. We're all on the same boat.
I honestly don't want to hear another word on French and American mutual antipathies and stereotypes. Here we all are READERS and book ENTHUSIASTS. Last edited by Abelturd; 03-28-2009 at 06:41 AM. Reason: multiple typos,aargh |
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03-28-2009, 06:34 AM | #123 | ||
Wizard
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Oh, some company do works on Saturday. Lot of them. Bookeen is too small for that. (French law say two days of rest per week.)
But then, i phoned bookeen at 19h30 in the evening, expecting to get an answering machine telling me the opening time, but then, i got an actual person. They probably receive a lots of support E-mail. you know, i do support at work too, and forgeting E-mails happens, even with the best of intentions. However doing support might also be doing other stuff, thus, also have other things on his mind. Quote:
I'm surprised at how some say bookeen's support is bad, because they where quite effective in solving my problem. I guess it's a bit of the "unhappy people are more vocal than the happy one" symptom. Quote:
What did you mailled them about by the way ? |
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03-28-2009, 06:40 AM | #124 | ||
Wizard
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Quote:
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dki, you should go on work in France for a while. you'll see the reality don't match what you think it is. |
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03-28-2009, 07:01 AM | #125 |
Zealot
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Very true.
I apologise if I contributed to that - and I believe I did. Last edited by nelsonescorcio; 03-28-2009 at 07:06 AM. |
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03-28-2009, 08:28 AM | #126 |
Grand Sorcerer
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If a company refuse to answer upset customers than I really do not want to buy things from that company. I do not see how you can defend that behavior.
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03-28-2009, 08:31 AM | #127 |
Grand Sorcerer
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Well, that do not happen if you are professional about it. You use some software to keep track of all support email and make sure you do not forget about them. That is especially important if you are a small company since then as you say people do other stuff also.
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03-28-2009, 08:50 AM | #128 | ||
Wizard
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Quote:
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Their jobs is to help people, but being insulted. Problems can get frustrating, and your words are sometimes harsher than need be in than situation; that need to be taken in account. But it's no excuse to being impolite. If the person is upset, ok. But if he or she is rude or insulting, I can understand not responding to e-mails. When my screen got broken, i was upset, but i didn't insult the people at bookeen. i didn't insult the people at pixmania either when my Mp3's player hard drive was found defective. Both problems got solved. The person at the other end is usually not responsible for your problems. Last edited by EowynCarter; 03-28-2009 at 09:09 AM. |
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03-28-2009, 10:16 AM | #129 | |
Zealot
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Quote:
The thing is, the costumer has rights, alright. But not every rights... So I was clearly refering to insulting e-mails. |
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03-28-2009, 10:23 AM | #130 | |
Grand Sorcerer
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Quote:
At our work the the support people (maye 4-8 persons) started using bugzilla or a similar program and the difference in perceived support level was very big. You get confirmation mail that your email have been received. And since the system probably nags the support people you get response much faster than you did before they introduced this system. And I cannot remember that any of my support emails have been forgotten. |
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03-28-2009, 10:38 AM | #131 | |
Wizard
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Quote:
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03-28-2009, 10:41 AM | #132 |
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I think this is wrong. It is very useful even if only one person is doing support. If it is up to one person to remember to do everything and not misplace emails then things will be forgotten.
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03-28-2009, 10:56 AM | #133 | |
Wizard
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Quote:
Flagging the e-mail on outlook is just a clik, so you do it even if you're too busy to take care of the problem on the moment. I don't think i've been forgetting e-mails since then. We don't have that much e-mails for support. The main point for not not forgeting things is order. Last edited by EowynCarter; 03-28-2009 at 11:00 AM. |
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03-28-2009, 11:03 AM | #134 | |
Grand Sorcerer
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Quote:
Also if one support issue takes 10 emails you need support to group it together. |
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03-28-2009, 11:13 AM | #135 |
Wizard
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Yeah, confirmation e-mails are a nice thing. Bookeen don't have one, lead me to calling them "hey was my e-mail received ?"
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cybook, firmware, upgrade |
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