From: knguyen@emr1.emr.ca (Kim Nguyen)
Subject: Re: TechSupport PROBLEM.. -Bad Support-
Keywords: problem,Asante, SuperMac, CE Software
Organization: Energy, Mines, and Resources, Ottawa
Date: Fri, 4 Sep 1992 16:16:43 GMT

In article <Sep.2.18.39.32.1992.24402@porthos.rutgers.edu> makmur@porthos.rutgers.edu (Hanz Makmur) writes:
>
>Hi everyone, 
>Have anyone been dealing with Asante and SuperMac  tech support lately
>? It seem to me that lots of  company have been cutting lots of support
>people. I call SuperMac for tech support question, I got answering
>machine which promise that my called will be returned in FOUR(4)
>busines days. If you call on Wednesday, that means you will get an
>answer the following Tuesday..
>
>When I call Asante, I got answering service who can only promise that my
>call will be returned.
>
>I call CE Software ( a few months ago), I got music and a message that
>my call will be answered after 15 minutes at the latest. At the end of
>the 15 minutes, someone magically answer the call. Sound like someone in
>CE has a stock in long distance company and/or trying to discourage you
>from asking questions. The trick is that if you know how, you can get
>to the support person immidiately. So what's with the 15 minutes  wait ?
>
>Out of the most, I am very upset at Asante. If someone reading this
>know my solution, please help.
>
>
>Here is my reasons on Asante.
>
>I purchased a couple of Asante "3 in 1" ethernet cards for MacIIsi.
>I read in the manual of the card I previously purchased that  the
>"3in1" card from Asante is compatible with SuperMac VideoSpigot si.
>(page 2-7) I also called the tech support to  confirm about the
>compatibility before I purchase more cards.
>
>Knowing that it would work with the video spigot si, I order ethernet
>card "3in1" and a video Spigot for my new multimedia MacII si.
>
>To my surprise, the ethernet card and the Spigot are not compatible.
>The bracket does not fit and they have different hole sizes.
>
>After wasting a few hours trying to figure out ways to install both
>cards together, I called the Asante Tech support.
>
>I spoke with 2 Asante Tech Support people. The first person, have no
>idea what a Video Spigot card is. I even directed him to the page in
>the manual. He did not have any idea what I was talking about.
>He told me that he would call me the next day after he found out about
>the info.
>
>Over 24 hours later, I still did not get the call. I call Asante and 3
>hrs later, I got a different person who I had dealt with before. He
>was also surprised about the fact on video spigot. 
>
>I directed him to the same page in the manual. He promised to call me
>back in 24 hrs. He did not. I called back and found him. He still got
>no solution  but this time claimed that the info about video Spigot in
>the manual is a TYPO.
>
>He then promised to inform the right people and promise to find a way to
>get their card to work with  Video Spigot. He promised to call in a
>week. A week passed and I got no call.  
>
>I tried to contact Asante to find him, as expected, he refused to
>return my call. 
>
>So the question is : Does any one out there have any ethernet card
>(Asante or Not) that works with Video Spigot with MacII Si ?
>
>How do people deal with these tech support  people ?
>
>I also notice that anytime before you purchase anything from a dealer,
>they are very nice. Right after you purchase the stuff, suddendly the
>dealer ignores your questions. How do you deal with these situation ?
>
>Hanz Makmur
--------------
This is one of many sad and tragic stories on this forum. Recently, one
guy has had problem with "Two Wave"company. Asante is one good company
from which I bought Etnernet card. But, alas, it looks like the trend
is not up.
We are in a recession time in both US and Canada. Unemployment is very
high everywhere because of restructuring of companies. The ones which
survive should work harder to compete with the Japanese ones which put
trust, honor on top of everything. That is why their surplus is up and
up. Just playing the games with customers and letting them go around to get
back what they desrve is just another disaster.
It's time to wake up to keep up with the japanese one, companies in US ! You
are still far behind.



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are  still far behind. Knowledge is not enough. Building up your spirits isi



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