Poor Customer Service By Matlab

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3 total messages Started by John Kingman Wed, 27 Jan 1993 21:52

#134

Author: John Kingman
Date: Wed, 27 Jan 1993 21:52

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Have other users had trouble getting the MATLAB (Mathworks)
staff to respond to e-mail messages?  If so please voice your
complaints.

I purchased MATLAB for 486 in summer '92 with assurances that 
the 4.0 version was forthcoming and would be an automatic
upgrade.  They have obviously not met the time promise 
but apparently do not intend to keep the free upgrade promise
either and are talking about $200 to $300!

I am up to roughly 6 e-mail messages to various Mathworks 
personnel since November concerning this and other problems,
and have not received one response!  I see disturbing evidence 
that a once good service and product is headed the same direction 
as most other US businesses ...downhill.  Did MBA's or accountants 
take over the management?

How professional/responsive is the Mathematica group?

Re: Poor Customer Service By Matlab

#81

Author: Brian Fitzgerald
Date: Thu, 28 Jan 1993 01:52

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johnk@exlog.com writes:
>
>Have other users had trouble getting the MATLAB (Mathworks)
>staff to respond to e-mail messages?  If so please voice your
>complaints.

No!  I think (hope) that your unfortunate experience is anomalous.  I
think their public relations are very good.  I have found them to be
quite responsive to the questions I have asked.

>and have not received one response!  I see disturbing evidence 
>that a once good service and product is headed the same direction 
>as most other US businesses ...downhill.  Did MBA's or accountants 
>take over the management?

I think you just had a bad experience.  They are generally good.

Brian

Re: Poor Customer Service By Matlab

#127

Author: Stephen F. Scherock
Date: Thu, 28 Jan 1993 19:18

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I glad I'm not the only one who thinks Matlab Customer Service is an
oxymoron.  

Stephen Scherock
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  Stephen F. Scherock                	   <scherock@mit.edu>
  MIT Research Lab of Electronics          
   Digital Signal Processing Group         
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