🚀 go-pugleaf

In article <8D45u2w163w@questor.wimsey.bc.ca> asmith@questor.wimsey.bc.ca 
(Adam Smith) writes:

>I am gearing up to take a strip off of Xerox for the innumerable problems 
>that I have had with Ventura for Windows. Many of my calls to technical 
>"support" have been stymied by their insistence that "noone else seems to be 
>having much trouble with it".
>When I posted my initial reactions to VP3 for WIN3 I received a number of 
>replies and mail to the effect that many others where having similar 
>problems. So I'd like to ask VP users to do me a favour...

I know this is a PC product, but nevertheless I'd like to make an additional
suggestion. Borrow or buy a copy of _The Macintosh Way_ by Guy Kawasaki,
read the chapter on Customer Support, and send copies of the relevant pages
to Xerox--preferably to the big guns, not just tech support.

Tech support is one of the most difficult jobs in any company, and telephone
troubleshooting is legendary for being able to burn out the most dedicated
person in short time, BUT... "Nobody else seems to be having that problem"
is not an answer. Especially when, to just from what I've been reading and
hearing, LOTS of people have been having problems with VP for Windows.
Kawasaki's book gives a list of various flavors of bad support which is 
both hilarious and infuriating, because I've dealt so often with all of them.
He also talks about what is necessary to make a great tech support department,
and gives some examples of companies that do it right. Should be required
reading, in my opinion, for any software company.

Good luck (both sincere and ironic) in getting Xerox to listen...
.

-- 
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:   Kathy Strong               :  "Try our Hubble-Rita: just one shot,     :
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