Thread: Announcement from EZ Read/Astak Team
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Old 08-19-2010, 02:34 PM   #73
theducks
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Quote:
Originally Posted by jenifer.ezread View Post
I have of course been following this thread, and as Elfwreck posted a little earlier, I don't think there is one correct way to answer or participate in this discussion without being perceived as one-way or another-way. I also do want to make a good impression on the rest of the EZ Read Team, so it doesn't seem like I'm crossing a line in this particularly sensitive issue about Robert.

Robert was completely unique. He really loved the forum, it went much further than regular company PR, as you all know. These are impossible shoes to fill, especially because I'm somewhat new at the company, and I'm not as 'fearless' as Robert when it came to posting about the company, etc.

I don't want to scare off discussion here or promote more speculation about Robert's retirement, especially when I myself am so new.

But I do want everyone to know that while I'm at work, I am constantly monitoring the forum to see where I can help everyone. And I want you encourage everyone to visit the Facebook reviews or check out current book news on our Twitter feed, even if they hate social networking. (Trust me, not many people in this office have a Twitter)

Rather than giving you a what-sandwich-I'm-having kind of post, I try to keep everything book-related like a staff blog, with reviews and etc. Our Twitter follows authors, publishers, and professionals in the industry, so I relay writing contests and news primarily.

Anyways, this is sure to spark more comment, but I do want everyone to know that I am literally refreshing the forum page all day to see if I can help out.
My observation from hanging around:
Astak needs to work on Support response (not the same as *fixes*) .
While 24/7 is not warranted for a product of this class, 6 (preferably 7) day, daylight hours help is.
Since the main Territory is the USA, That means coverage of phone/e-mail by at least 9AM EST to 6 PM PST.
Stuff happens, letting it go for days without help is terrible PR (and poor service). Respond too late to a customer, and they lose another day if the unit needs to be shipped back.
Service is the MAIN card that Astak has to play with in this market.
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