[TenTec] TT doesn't return my emails

Steve Weber kd9bo at mac.com
Mon Dec 11 05:50:44 EST 2006


Here is a view from the other side of the support desk

I'm one of five Engineering dept. "Tech Services" specialists at 
Weil-Mclaiin, the leading manufacturer of cast iron boilers for 
residential and commercial heating.  Customers (contractors, service 
techs, architects and engineers) can contact us by phone or email. 
During the heating season, we get about 6000 phone contacts and maybe 
30 e-mails per month.

Except for the most basic questions, E-mail tech support is next to 
impossible because we almost always need more and/or different 
technical information than is included in the email.

My most common response to support email is "I will need more 
information in order to help you.  Please call me at ..."
D
My professional advice? Don't waste your time (and mine) on e-mail. 
Cut to the chase and make the phone call.

-- 
73 de KD9BO
Steve Weber


No trees were killed in the sending of this message. However
a large number of electrons were terribly inconvenienced.

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