Customer Support Sucks

I do understand your anger. if you send them an email, you'll get a response and a ticket-number.
they will answer and they will help.

do understand that a variety of companies use email to capture the problems. using telephone is often not the best way to give to best service. everybody wants to be served when they insist on it and that's simply not possible. therefore they use often email. Entourage is doing that to.

try it and you will get it to. try also to understand there point of view and there will to give service as good as they can.

I agree with Franky, send them an e-mail. I had a problem with my Edge, and the customer support replied very fast and was very helpful (actually it was due to some electricity problems in my house - power shortage, it had nothing to do with the Edge). So I really feel the title of this topic is unfair, considering how surprisingly helpful and responsive was their support for the rest of us.

Garrett, could you tell us what's wrong with your Edge, we might be able to help you (by that I mostly mean - Boris ). Really, we all encounter problems when dealing with a new device, so there is a chance you could fix it without sending it back.

I actually agree with Garrett. We have certainly not maintained our standard for customer support over the last ten days. What we experienced with the HSN sales was an overnight change in the types of problems/questions people have, a shift in the ratio of calls to e-mail tickets from 5:95 to 95:5, and extremely long call times as normal instead of as the exception. This has produced the result of clogging our tech support lines significantly. We have increased the number of people answering calls and returning messages significantly, and have people working twelve hour shifts to get through this backlog. We are catching up and know what we were doing wrong and hope to earn Garrett's confidence.

Garrett, private message me your phone number and I will call you this morning if you are available.

Tom Conklin

Originally Posted by dontpanic

........, private message me your phone number and I will call you this morning if you are available.

Tom Conklin

How is that for an excellent service!!!!
I hope that Garrett and others with the same problems will be and stay very happy eDGe-owners.

"this morning" as "I'm going to work on a Saturday to fix this"

I really do hope this works out for Garrett. I think Don't Panic's explanation was fair, and I appreciate his willingness to share with that with all of us.

As an aside, I would just like to emphasize how many more messages, clarifications, and updates we've seen from the likes of Don't Panic and Snow since we all asked them to keep us in the loop more. In all aspects, they seem to be incredibly responsive to our needs as customers. I, for one, really appreciate that.

I appreciate Don'tPanic's offer of help.
I sent him my phone number just now.

Garrett

Originally Posted by dontpanic

...private message me your phone number and I will call you this morning if you are available.

Tom Conklin

Bravo! I bet you don't get that anywhere else.

I have no opinion of Entourage tech support, since I have never needed it.

My (full-sized) Edge rocks!!

Originally Posted by GarrettP1

I appreciate Don'tPanic's offer of help.
I sent him my phone number just now.

Garrett

Garrett, please let us know if they are able to solve your problems and, of course, if anyone here on the forum can be of help!

Originally Posted by GarrettP1

I appreciate Don'tPanic's offer of help.
I sent him my phone number just now.

Garrett

Hey Garrett.
Welcome to EE forums.

How about changing that thread title now? (just kidding)

Originally Posted by dontpanic

I actually agree with Garrett. We have certainly not maintained our standard for customer support over the last ten days. What we experienced with the HSN sales was an overnight change in the types of problems/questions people have, a shift in the ratio of calls to e-mail tickets from 5:95 to 95:5, and extremely long call times as normal instead of as the exception. This has produced the result of clogging our tech support lines significantly. We have increased the number of people answering calls and returning messages significantly, and have people working twelve hour shifts to get through this backlog. We are catching up and know what we were doing wrong and hope to earn Garrett's confidence.

Garrett, private message me your phone number and I will call you this morning if you are available.

Tom Conklin

This is what my experience has been. Like I said, bending over backwards.

Tom has come through personally for a number of people here (and probably others we don't know about), me included. I hope Garrett's issue is resolved to his satisfaction. I've had nothing but positive experiences interacting with support. Was anyone else a little floored by the change in email/phone ratios Tom gave? Not an enviable position!

I, too, was shocked by the information Don't Panic provided. What has impressed me even more, though, is that, despite this huge increase in tech support calls, they have made time to continuously keep us in the loop on the timing of updates, problems being encountered, etc. after our complaints in late October/early November.

Point Entourage!!!! If that is not good customer service I don't know what is. Try getting that kind of service with Apple.

Originally Posted by Steed

Point Entourage!!!! If that is not good customer service I don't know what is. Try getting that kind of service with Apple.

You do get this kind of service from Apple; only a tad different. Steve Jobs personally yells at you for being a wimp, if you complain about any antenna-related issues .