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

To: jebj who wrote (5545)	1/13/2000 12:05:00 PM
From: Matthew L. Jones	Respond to of 17977

What I was trying to communicate (although apparently not very effectively) is that the "Live Charts" application (web based) is generating 70% of the customer service calls. While people can subscribe to it and receive real time quotes, many use it for free (as I did for years before I even knew of Q-Charts). These folks are not all contactable by a blanket email. Also, the new site roll out was where a lot of the contacts stemmed from. The developers realized the compatability problem with Netscape 4.7 almost immediately, however that didn't solve it or answer all of the customer contacts (all thinking they were the only one who noticed it). Another reason that they didn't throw out a "form" preemptive response was that they are (I believe) really committed to customer service. They have certainly (you must admit) had a number of issues hit at the same time (new site roll out, Y2K issue, and acquisition closing) which have admittedly caused a bottleneck. In my dealings with them (which have been somewhat limited) I have spoken to 5 or 6 different people at various levels. I have never seen a company with such genuinely good employee morale. Normally when this kind of thing hits, you find a lot of disgruntled employees in the customer support area. Not so with this company. I'm telling you, this company will resolve the support issues and do it in an exemplary manner-- you wait and see. I've used many of their competitors, and on their worst days, QCharts is miles ahead of them all, IMO. Matt