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Rude treatment by customer service at MicroSurvey-Star*Net

john-hamilton · 2017-06-15T20:29:00Z

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.

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Software, CAD & Mapping

Last Post by norm-larson 9 years ago

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john-hamilton

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Thanks, Jason. Apology accepted. I look forward to the new release.

Posted : June 26, 2017 5:02 pm

Paul

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Mark Mayer, post: 434165, member: 424 wrote: So what's in v9?

Shhh. It's a secret. Because millions of folks besides surveyors give a crap about least squares adjustments.

Posted : June 27, 2017 11:39 am

Tom Adams

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Rankin_File, post: 432762, member: 101 wrote: [SARCASM]Obsolete technology for $1000, Alex....[/SARCASM]

I'm sorry, but you must present your responses in the form of a question.

Posted : June 28, 2017 4:49 am

rankin_file

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Tom Adams, post: 434365, member: 7285 wrote: I'm sorry, but you must present your responses in the form of a question.

I was picking a category. .....sheesh, try to keep up!!!!!

Posted : June 28, 2017 6:45 am

Tom Adams

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for the last one you should have said:
"What is "I was picking a category.....sheesh, try to keep up!!!"?

Posted : June 28, 2017 10:29 am

norm-larson

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I just wanted to say that even though we don't use their products anymore, I found the support at MircoSurvey to be some of the best. Questions were answered quickly, even the bizarre ones. My questions were all regarding StarNet and Field Genius and certainly your experience can vary

Posted : June 28, 2017 2:40 pm

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Rude treatment by customer service at MicroSurvey-Star*Net

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