I remember in the days before Star*Net was bought out that Ron Sawyer (I think that was his name) had excellent customer service. I do not use Star*Net as my main adjustment package, but I do use it occasionally so I decided to keep up with the versions, etc.
So I got an email saying that it was time to renew the maintenance agreement ($395). I filled out the form with my credit card number and faxed it back. Jason Halltunen is the technical Representative assigned to me, apparently. He called back and said it was an invalid card number. So I verified that it was correct, and told him I was sure the card was valid and that the number was correct. I use this particular card for everything, so i know the number by memory. But, I pulled it out and read it to him.
Then he calls back again and says the number is not valid, do I have another card to use. I told him I would look into it. So, i called Amex and they said no attempt had even been made, the card was good, etc. So, I called him back and told him that amex said all was good, he must be putting in the wrong number, and he hung up on me immediately. I called back and he would not answer.
I wrote an email to Laura St Jean, Customer Management explaining everything, and said that I thought Jason's hanging up on me was very rude for a customer service person. She called, and while on the line she put the number in (from the fax), and said it went through, no problem. But, she did not mention the hanging up, apparently had not even read the email where I detailed everything.
So I am very dismayed at a company that would behave like this.
I haven't had any dealings with MicroSurvey, but everyone can have a bad day once in awhile. While Mr. Halltunen certainly owes you an apology, your experience may have been a one-off. I think I'd write back to Ms. St. Jean and explain that your exchange left you with a bad feeling about the company, and suggest that a personal apology will go a long way toward making things right again.
She did write back just now apologizing for him, and said she would look into it. I agree people sometimes have a bad day, I certainly do, but I bite my tongue when dealing with clients, I try to always treat them with respect.
When I worked at a company I was known to fly off the handle with fellow employees. A couple of times I sent out acidic faxes to other offices without thinking it through first.
These are Canadians we are taking about. Rude Canadians? Hmm. And perhaps he was trying to get VISA to approve your Amex card? IDK.
Customer Service from StarNet in the Ron Sawyer days consisted of calling and getting Ron Sawyer on the phone. Which was pretty cool. But some days he wasn't there. Or on the phone with someone else. So it goes.
I rarely need actual tech support, I used to hate calling trimble because they would use a script and start out...do you have a charged battery in the unit...is the antenna cable plugged in to both ends...are you in the open...
I know they also get calls from total idiots who never read the manual, but...
I am sure it would be very tempting to just say RTFM...
John Hamilton, post: 432721, member: 640 wrote: I rarely need actual tech support, I used to hate calling trimble because they would use a script and start out...do you have a charged battery in the unit...is the antenna cable plugged in to both ends...are you in the open...
I know they also get calls from total idiots who never read the manual, but..
The only time I've called any support was for a computer/software issue and they started their questions at the other end of the scale, i.e. real technical stuff then worked backwards. After the call (which didn't solve my problem) I wondered whether they ever got to work back so far as to ask the question "do you have a computer?".
I've had the same issue using my AMEX card in Canada, and with Microsurvey. It probably stems from a fraud alert when AMEX sees the card being used abroad. Unfortunately, you should probably have called AMEX and told them you were going to do this in advance. Something that used to be unnecessary but alas is a sign of our time.
That said, I have found the Microsurvey people to be very kind and helpful to me. Even after they found out that I was a (former) hockey referee.
I've called or emailed them several times, have encountered no problems and have always been treated with respect.
Actually, that is what I thought the problem was, so I called Amex. They said no attempt had been made, indicating that they typed a digit wrong or something like that. Amex has 4 digit CCV codes, he read it back to me as a three digit code (which visa and master card use), which i told him was 4 digits. Although I would think if it was a CCV problem it would show up as an attempt. I travel so much (5 countries so far this year) that I long ago told amex to not block my card anywhere, and I get an immediate email on every charge to avoid any fraud possibilities. I had an issue years ago in Chile where my card was being declined at a hotel, and they would only let me make a local call. The amex "bank" there (that issued cards in country) was no help at all. After I reamed them out about that it hasn't happened again. I charge anywhere from $5000 to $10000 a month on my card (2 card holders, about $90,000 yearly), so they tend to treat me well.
If there is indeed a fraud alert on Microsurvey, that sounds pretty ridiculous. I mean if I am paying for a yearly maintenance agreement, it would be the height of stupidity to use a fraudulent card. Same with airlines. They always make me put in the CCV number (the card number and expiration are stored in my profile). Since I need ID to fly, that would be pretty stupid as well to buy a ticket on a fraudulent card a month in advance and then show up for the flight with a valid ID and not expect to get arrested.
Norman Oklahoma, post: 432718, member: 9981 wrote: These are Canadians we are taking about. Rude Canadians?
I've seen a Canadian get pretty peeved when the guy in front of him gets the last maple dip donut at Tim Horton's
What is a fax?
Brad Ott, post: 432761, member: 197 wrote: What is a fax?
[SARCASM]Obsolete technology for $1000, Alex....[/SARCASM]
[SARCASM]"Geritol and Metamucil for $500, Alex"[/SARCASM]
Brad Ott, post: 432761, member: 197 wrote: What is a fax?
Yea, I was going to mention that...it was either call, fax, or MAIL the form with payment. Seemed strange that they don't have a web payment portal.
Well, I can remember it often being an emotional experience.
Ringing from Australia never a problem.
They're used to my odd dialect now which helps.
Dealing with cards over the phone can be exasperating. Trust yours was a one off.
I wouldn't like my business soured by poor performance.
John Hamilton, post: 432709, member: 640 wrote: I remember in the days before Star*Net was bought out that Ron Sawyer (I think that was his name) had excellent customer service.
Yes, Ron Sawyer was a model of what you want in surveying software developers. He was a real pleasure to deal with and sold an excellent product. I still use Star*Net Pro V.6 because it is so bulletproof and Sawyer-like.
Rankin_File, post: 432762, member: 101 wrote: [SARCASM]Obsolete technology for $1000, Alex....[/SARCASM]
How can tech be "obsolete" when so many folks (like the Amish) are still using it? 😀