Incident #X88B0F7F24
by Volker Weber
This is a very good example of how support should work. I submitted a bug and now that there is a plan to have it fixed, I received a confirmation.
To: vowe@vowe.de From: support@groove.net Date: 11.11.2002 21:58 Subject: Incident #X88B0F7F24:
Dear Volker,
Good morning!
I wanted to let you know that the bug you submitted, referring to Groove not initializing the Lotus Notes Onramp with Notes version 6, will be fixed in an upcoming release expected to be delivered later this quarter.
Please let me know if you have further questions.
Thanks for your patience!Patrick
Core Support
Groove Networks
This is an exception. I would not publish an e-mail, but I am pretty sure that there is no problem to do it with this one.
Comments
Nice!
Daily I post bugs and feature requests to Groove via their support team. All issues are dealt with full courtesy. If there is a delay in response then an apology follows.
Even when I submit a problem and afterwards reflect and realise that I have made a mistake - even then they are polite and as efficient as I could wish.
Also given the rate of my submissions I get a good feel for the steady improvements which are taking place in the way they manage the problem resolution process.
So what may have been an exception for you, I would argue will be turning into the rule.
Andy
Andy, this was an exception from my rule to never publish e-mails. :-)
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