Jay,
thank you for your responses. To all Iomegans, I really hate to beat a dead horse and if I deserve to be flamed for it, I will accept it with the utmost humility and swear never to bring this topic up again. Here goes:
In regard to tech support or customer service or whatever you call it, here's Jay's post #2218 (a response to my question about the health of IOMG's tech support):
"Also, concerning tech support, I recently purchased a drive for my mom.
She indicated that she had problems installing the drive and called the "free" support number. It turns out that she ended up on a NOT free support line and had much difficulty. She will be e-mailing me a complete description of her troubles and then I will forward them to Iomega as a PROUD IOMG shareholder. I will post a complete description of the encounter and Iomega's response on this thread sometime in the future. Please remind me!"
To all: I don't know if Jay's mom is very computer literate, I myself know I need a lot of work. But what I think we all need to realize is that a very high percentage of people who own computers who will be in the market to purchase the zip couldn't begin to understand half the conversations in these threads. Among those who understand SCSI interfaces and baud rates and BIOS etc, and are fairly adept at troubleshooting, great tech support is not a must, it's merely a convenience. But among the vast majority of people with a PC, I'd be willing to bet that at least 50-60% needed some sort of help just to go on line! (could be more, could be less) My point is this, there are more who are computer "literacy-impaired" than those who are not.
If we sell 6,000,000 zip drives ( or whatever amount), there's going to be a large amount of tech support required to support the huge potential growth here. (because a lot of those zip drives will be going to people like Jay's mom and myself). If IOMG isn't prepared for the huge onslaught that we all are expecting, I see trouble on the horizon. Please understand all, I am a huge IOMG fan and consider myself in for the long haul and that's why this concerns me. The greatest profits for this company are not in the short haul, but over the long haul where customers keep coming back because they've been taken care of. So, is this a legit concern, or what? I am fully prepared to be flamed for this if appropriate.
Humbly submitted,
Bryan Custer |
