[Asterisk-biz] some things that really suck in customer support

[Mark]

Most of this industry does not support its customers. You should see my 
recent email correspondence with Sipura, AKA Cisco. They are scanning my 
mails for reasons to NOT help me rather than trying to help me.

Paul wrote:

> I won't mention names. Some of the providers reading this list can 
> just check their own setup and think about fixing the issues.
>
> 1) No trouble ticket system. I can install linux on an old machine and 
> have a good open source package like request tracker running in a few 
> hours. Is there some reason you can't do that?
>
> 2) If you will not use a trouble ticket system you need to at least 
> understand that the From: header will not always match eamil addresses 
> you have for existing customers. Some of us create unique aliases for 
> each vendor. So maybe you will get an email from cto at acme.com but the 
> address you have for the customer is voipvendor1 at acme.com and it gets 
> ignored. But the first line of the message says "My username is acme" 
> because the customer wanted to make sure he was easily identified as 
> an existing customer deserving of support. Note that proper setup of a 
> trouble ticket system will help in this area a lot.
>
> 3) If you have a vanity number(like 4No-Sup-port) on your web page you 
> can also put it there in nnn-nnn-nnnn format. I have to put my reading 
> glasses on to see the tiny little abc on the dialpad but I can see the 
> 2 just fine.
>
> 4) If you are not in, playing a message that says something like 
> "Nobody is available to take your call. Goodbye." is not sufficient. 
> Maybe you should post a request for help on -users and we can show you 
> how to add some menu options and voicemail to your asterisk setup. Do 
> you expect me to sit here pressing the redial button and listening to 
> that message all day?
>
> For those of you who persist I just did a whois check on the ultimate 
> domain name for you:
>
> No match for "BOZOVOIP.COM".
>
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