🚀 go-pugleaf

Online Customer Service wrote:
> 
> Dear Friends,
> 
> We are from the new Internet online ARIS Customer Service team.  This team comprising
> of Internet Online Engineers is set up to specifically help resolve any enquiries
> that users may encounter while using an ARIS product and is facing other customer
> service related issues.
> 
> After reading and analysing the few complaints posted in this newsgroup, we
> noticed that GENERALLY, problems arised from system purchases more than 2
> years ago and some of these are repeated postings.
> 
> Though we are not denying that there are bound to be certain
> misunderstandings and problems just as in any industry, the fact is that we
> have already taken numerous steps over the past 1-2 years to improve our
> service based on feedback generated by users to minimise it.  This is part
> and parcel of our overall continual improvement efforts.
> 
> As much as any Customer Service Department in any company or industry will
> try, it is impossible to satisfy users 100%, since there are also some
> unreasonable user expectations.  Nevertheless, the measures that we have
> taken include :
> 
> 1.  Internet customer service.
> ==============================
> 
> This Internet service is a dedicated online Internet conference to post
> questions on all ARIS products and/or service.  The address is :
> 
> ****    http://support.aris.com.sg      ****
> 
> In this location, you will not only be able to access our Engineers who will
> personally read and respond to these messages EVERYDAY, users will also be
> able to download the latest drivers and BIOS for almost all components in an
> ARIS PC.
> 
> After analysing service data, we discovered that quite a number of
> incompatibility enquiries arise from outdated drivers or BIOS.  Moreover,
> most of our user feedback had requested for a common loation to download
> free drivers and BIOS.
> 
> This online conference also allows users to share their personal experience
> and at the same time have a generally faster turnaround time for minor
> issues that can be resolved by our dedicated Online Customer Service
> Engineers with advice on simple configuration twitches or updates.
> 
> Alternatively, users can also access Frequently Asked Questions (FAQ) in our
> product support section for all sorts of common specific product questions
> and answers.  The address for FAQ is ;
> 
> ****    http://support.aris.com.sg/product.htm  ****
> 
> At the same time, this location also has links to all our latest product
> information as well as other really cool sites.
> 
> We will like to re-assure all current and new users that we are constantly
> improving and we value all suggestions and constructive criticism that you
> may have for any service issue related to ARIS products.
> 
> For faster and direct response, please post messages at the dedicated ARIS
> customer service server.
> 
> 2.  Product Education
> =====================
> 
> Our research findings also indicated that many users are still not very
> familiar with the products that goes into each ARIS PC, thus resulting in
> not knowing what they actually need when shopping for new PCs.
> 
> Though the Sales Team will try their best to educate new buyers on relevant
> products, it will not be possible for the sales staff to provide complete
> information for such a wide selection of products to choose from.
> 
> Therefore, this specific section on product education serves to educate
> consumers on the features and benefits of most components used in ARIS PCs,
> thus reducing mismatched purchases due to lack of information.
> 
> This site also serves as a good information ground for those seeking
> upgrades.  The site's address is :
> 
> ****    http://www.aris.com.sg/aris/product.html        ****
> 
> 3.  Hardware
> =============
> 
> Earlier findings indicated that monitors used more than 2 years ago
> encountered some nagging problems, we have an special upgrade path for these
> users if they encounter consistent problems with monitors.  Interested
> users, please post message at :
> 
> ****    http://support.aris.com.sg/webboard/$webb.exe/list      ****
> 
> Eversince identifying this problem, we have been using Philips monitors as a
> standard and we are pleased to disclose that Philips' failure rate has been
> negligible and their service to-date is in line and at times even better
> than the industry norm.
> 
> Motherboard incompatibility was also one of the earlier issues as also
> experienced by many other computer brands, but since we have shifted to one
> of the best motherboard manufacturers, the failure rate has been lower as
> compared to industry levels.
> 
> Having addressed these 2 main issues, compatibility and reliability of ARIS
> PCs is much higher.
> 
> 4.  CASE
> ========
> 
> With the implementation of numerous service improvement measures, the number
> of problems over the past year saw a dramatic decline and we even received a
> commendation from CASE's Officers this year for our part in improving
> service quality and product reliability.
> 
> CONCLUSION
> ==========
> 
> We are very sincere in helping users and if anyone of you still face genuine
> problems, please post your message at :
> 
> 
> ****    http://support.aris.com.sg      ****
> 
> or e-mail to us at : custsvc@support.aris.com.sg
> 
> THANK YOU.
> 
> Best regards,
> ARIS Internet Online Customer Service Team


This is some of the most condescending drivel I have ever had the displeasure to read coming out of a "Customer Service" 
department. It actually kisses off the problems over the past few years as "development issues" and blames the customer's 
complaints on their own ignorance and repetition in just one letter! 

I'm the head of a CS department at my company and if one of my employees EVER sent something out like this to a public forum, I'd 
hang them up by the shorthairs and then fire them. 

The way to stay in business in the 90's and beyond is to "surprise and delight" the customer - not to piss them off. Put simply, 
this company does not deserve anyone's business. 


Gary Wieland