No, you left me hanging on some of the answers.
I am a believer that net connections, cause a large number of problems. I think I tax Qcharts/Qlinks as much as the next guy. My equiptment isn't state of the art. Why would I not run into that dreaded no charts/T&S problem? Day after day of smooth operations, why? Random luck? I let you send me to best server, I rarely change servers. Others don't go a day without a problem. Queing, what causes that? Are you helped by being first on and staying there? today, I was on 216.33.71.102. Someone said they couldn't get browser news, I immediately hit 4-5 stocks no problem. But your answer seems to say you need more hardware. You might but my assumption is people whose ISP, phone line, modem aren't functioning proper or path to server is full of black holes will have problems no matter how many servers you have. BTW: I never have deleted a temp folder since Oct.
The email, I was speaking to was a broadcast to all customers. Any time you have a problem on your end, you send one message to all. The way it is now you answer same questions 5-6 times and still all don't see it. The "Newsletter" is simple. You could show in detail how to read a ping plotter report and send it out to all. The customer could be shown how to set up a folder in his mail program so the offical messages go right to one folder for reference. Try finding something posted last fall here on SI. You would have been telling everyone that a new beta was out, not just the couple of hundred here. There are only X number of problems and X number of solutions. When anyone in your organization does a good job in preparing a response send it in newletter, an updated FAQ list. You don't need more phones and people if you answer the question once well and have it available to everyone. SI and Onelist don't do that, phones won't either.
The Beauty of HTML is that you can expand and update the help files with ease and speed. How do you know what additions are needed? When you get more than five people asking a question that you thought was answered in help.
Don't get me wrong, it is not just your organization but all support groups, they fail to use the web site and email to total customer base. They answer same questions over and over each day, they develop attitude problems because they think the customer should know things never made available to them. Think about it, it will cut down cost and work.
Now, separate money matters from tech matters. you should have immediate coverage for someone wanting to join/leave or question bill. Actions should be taken in one hour's time or less, period.
Thanks I will let it drop for now.
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