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Non-Tech : Quote.com QCharts -- Ignore unavailable to you. Want to Upgrade?

To: David Loomis who wrote (5339)	1/5/2000 10:00:00 AM
From: Matthew L. Jones	Read Replies (1) \| Respond to of 17977

QUOTE.COM SERVICE DEPARTMENT (please print this out and pass along to management). How about a simple e-mail notification. I, for one, agree with Hal. Having been in the service industry for 30 years, the company has an obligation to communicate with its customers. I have no problem with an initial broadcast e-mail which allows QC customers to "opt in" by return e-mail to be included in a "broadcast notification" list of some kind, but a notification sent out to subscribers is what is needed. That method is pro-active. Most of the QC clients don't actively trade for a living, so they probably don't care, but there is a community of active traders who rely on quality of data to earn a living. Those who read this thread know that I very much support Quote.com and think they offer a superior product...and there are a few dedicated techies (like Paul) who are really going above and beyond...... however, there is simply no excuse for having to wait on hold on the tech support line for 45 minutes, only to have the call dropped and start over again (actually happened to me Monday). Then 45 minutes later (thank goodness for speaker phones), I finally get through to a human (although I knew much more about the QC problem than he did). I would reiterate that I think the QC software is the best available. The customer support, however, is probably the worst I've ever seen. Come on guys... a lot of the problems can be solved with common sense. You don't need lots of money to route all tech support calls through a technical receptionist who can probably answer 90% of the questions in a few seconds, and then direct the remaining calls to qualified personnel. And sending out e-mails (pro-active) would also eliminate the vast majority of the tech calls. When I was in the service business, the only times we got slammed on the phones was when we failed to initiate (pro-actively) notification to our customers. Come on guys, let's hire a manager who understands this kind of basics. Matt