I have cut and pasted the entired e-mail exchange so you can see what a waste of time it has been.
Ticket 1024611816-Q8QS9
Status: Open and Assigned
Assigned To: Lori Leseberg, , Infopop Corporation
From: George
Date: 20 Jun 2002 at 03:23 PM
Subj: Template styles
I have been trying for over a week to add an additional banner to my message board. I was directed to your website by Jacob last week and I followed all of the instructions (I think) but I can't seem to create another style or what ever you call it.
I Have TWo separate sponsors...........andf I want to be able to display various banners for EACH.
One group should be called Royal Sports...... and the other is Pinnacel SPorts.
HELP
From: Charles Capps
Date: 20 Jun 2002 at 03:35 PM
Hello George,
I can't seem to find any tickets you've opened in the past with Jacob discussing exactly what you're trying to do.
Can you describe, in detail, exactly what you are attempting to do, what you have tried to do, what the results were, etc? The more I know about what you're trying to do, the better - incluidng error messages and the exact URLs to resources you used.
Thank you!
--
Charles Capps
Programmer, Infopop Corporation
From: George
Date: 20 Jun 2002 at 03:46 PM
Charles:
Please forward your response to Lori and tell her for me "I told you so"
From: Lori Leseberg
Date: 20 Jun 2002 at 04:05 PM
George: This hardly counts as "I told you so" material. First of all, Charles asked you very legitimate questions, none of which you've provided the answer to. While you've been assisted by Jacob in the past, as I told you on the phone, Jacob is not here today (or tomorrow, or Monday), so you will have to provide Charles some more information before he can help you.
George, we are trying to provide you customer support, but we need a little help from you, please.
Lori Leseberg, CPA
Vice President and Controller
Infopop Corporation
www.infopop.com From: Lori Leseberg
Date: 20 Jun 2002 at 04:09 PM
George: another note to you in relation to our phone call. You asked what your annual support fee covered: I can tell you that it covers support. NOT customization, which is what you apparently are looking for from us, but assistance with your own customization.
Charles stands ready and willing to help you, but he needs the information before he can do that.
Lori Leseberg, CPA
Vice President and Controller
Infopop Corporation
www.infopop.com From: George
Date: 20 Jun 2002 at 04:25 PM
LORI:
Over one hour has now transpired since I made my first call you Tech support in an attempt to explain my problem and get a solution. As I stated, It appears that you are more concerned with "Procedures" than you are in resolving a customer problems. Some things are too difficult to try and explain in an e-mail than they are on the phone.
I think it is time for me to look for a new Message board forum that is more responsive to my needs....and less concerned about "Procedure"
And tell Jacob....that NO.......I will not now be switching my website and message board to Infopop for web hosting.
Good luck with your new way of dealing with your customers problems.
From: George
Date: 20 Jun 2002 at 05:02 PM
One last thing. Check my message forum and my website in a couple of days and see what I have to say about "infoPop". I am glad that your business is so good that you can take losing customers so lightly.
Please not. That I am withdrawing ANY authorization that I may have given you to access my website of my message forum.
Do NOT use any of the information (passwords-usernames etc)that I sent to you.
From: Charles Capps
Date: 20 Jun 2002 at 05:07 PM
George,
Please do not take my frankness as an insult - it is most certainly not meant that way.
Calm down. You are overreacting.
Jacob is not here. He won't be here for a few days.
We don't know what you were doing with Jacob.
We can't ask Jacob because he is not here.
You aren't telling us what you were doing with Jacob.
We *WANT* to help you finish whatever it was you were doing with Jacob.
But you aren't telling us what you were doing with Jacob.
Please tell us what you were doing with Jacob so that we *CAN* help you.
If you don't tell us what you are trying to do, we can't very well help you do it. <img src="https://www.ubbcentral.com/boards/images/graemlins/smile.gif" alt="" />
Please keep something in mind before considering switching to another provider.
You will quickly find that we are the only message board solution provider that lets non-enterprise customers call, no less publish a working phone number and a real street address.
Our support has consistantly been called top of the line - we're obviously falling short of that here because of a lack of communication. Please help us to help you.
Thank you for your paitence and understanding
--
Charles Capps
Programmer, Infopop Corporation
From: George
Date: 20 Jun 2002 at 05:21 PM
Charles:
I am not over-reacting. I have now spent 2 hours and 15 minutes sending and receiving e-mails to handle a problem that could have been explained COMPLETELY in a 5 minute telephone call.But you guiys are so wrapped up in making sure the correct procedures are followed that you have been TOTALLY non-responsive to my needs. Frankly, your customer service( and I use the term loosely) SUCKS.
I'm outta here and so is Infopop as far as I am concerned if this is your definition of "customer Service".
From: Lori Leseberg
Date: 20 Jun 2002 at 05:22 PM
George:
I'd just like to add this: When you called in today, you were asked if you had filled out a support ticket. You had not, so you were directed to one. Why? So that we, as a support group, could have reference information available to call upon all available resources (yes, sometimes we confer on issues, and it's MUCH easier when we have a support ticket to refer to). Had you already filled one out, you would have been put back to the support group for a phone call.
The offer still stands: If you want to tell Charles what the issues are specifically, he's ready to help, by phone if necessary.
I'm sorry that you aren't happy with our support. As I told you on the phone, we want to provide excellent support to ALL of our customers, and as you will find with most companies, one must have procedures in place in order to do that.
If you choose to move on, I wish you the best.
Thanks,
Lori Leseberg, CPA
Vice President and Controller
Infopop Corporation
www.infopop.com From: George
Date: 20 Jun 2002 at 05:33 PM
Lori:
As I told you 2 1/2 hours ago.................I would write you...and you would write me.....and etc etc etc..and 2 hours later, I would be telling you" I already went to the website and followed the intructions for adding a second template style and we would be right back at sqaure one"
I TOLD YOU SO
From: Lori Leseberg
Date: 20 Jun 2002 at 05:47 PM
George:
Not to beat a dead horse, but you are assuming that all we would do is point at the instructions and tell you to read. That's not so. We ask for error message information, etc., so we can HELP you solve the problem. Unfortunately, you're not willing to provide that information, so there's nothing we can do, and I'm sorry about that.
Lori Leseberg, CPA
Vice President and Controller
Infopop Corporation
www.infopop.com From: George
Date: 20 Jun 2002 at 05:55 PM
Like I said Lori.
Check my message boards and website today or tomorrow. You'll get an eyefull..and MAYBE it will be an Eye OPENER......but I doubt it.
I just wasted $450 on a lousy message board with tech supports that SUCKS.
Good luck to you.
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