🚀 go-pugleaf

Neil Martin (Neil@yr-ynys.demon.co.uk) wrote:
> Malcolm

> I owe you, and Demon, an apology.

Accepted, but not necessary.

> I would have given odds that Demon were not concerned about the issues 
> I raised about Mr Harrop. Your immediate and detailed posting 
> demonstrates that my impression was wrong.

We are always concerned about unhappy customers.

> Although I cannot disagree with any of the points you made with 
> respect to Demon making it quite clear that they are not obliged to 
> provide support I think they could have been more flexible in this 
> case. After all Mr Harrop has gone to cix and, without malice or 
> inaccuracy, told people about what happened. Surely it would have been 
> worth the tenner to have him say 'I couldn't get on but not for want 
> of trying on Demon's part'. After all Demon are well out of pocket 
> after supplying 'hours' of support service and setting up the account 
> anyway. 

This is a fact of life. It is very difficult to know where to draw the
line. We frequently go out of our way to stress that we have
traditionally provided a connection only, but it is a difficult
concept for many users to (understandably) accept. They are unable to
separate the concept of the service from its implementation.

> However I think this situation can be rectified and I shall profer 
> some suggestions:

> Frank Charlton has been kind enough to offer to help Mr Harrop get on 
> line (if Frank can't sort it I reckon we should all give up!) so 
> perhaps you could arrange for Mr Harrop's account to be reopened.

If Mr. harrop contact Sales, I am sure his account will be reopend.
There would be no set up fee to re-open it, but of course the
outstanding and any additonal monthly charges would be due.

> Demon support do not have an atari. There are so many different 
> versions of the platform that it wouldn't be worth the outlay to buy 
> one of each so why not get hold of MagiCmac - it would be a big help 
> for your support staff for only UK150 or so outlay?

Purchasing the hardware is not the problem. Training the staff to use
it and become familiar with use in the issue.

> Make sure that any new on-line atarian can get hold of oasis rather than 
> NOS.

We are very happy to make available any software that is legally
uploaded to our ftp server. What we are unable to do is go out and
find such software.

> Watch out for ICE when it is finished and try it.

Again as above, if someone uploads it...

> Best wishes

And to you.

-- 
Malcolm S. Muir
Sunderland
England