Digital BW, The Print

On Feb 24, 2009, at 3:17 PM, BKPhoto@... wrote:

> Do companies really think that customers don't notice when:
>
> - PC connections are eliminated from camera bodies
>
> - Ink is left in cartridges that read "empty" by OEM print driver  
> software
>
> - Products never tested by photographers are sold to photographers
>
> - They cannot get a human being on the telephone in a reasonable  
> amount of time
>
> - A company hides behind it's web site, instead of providing real  
> customer support
>
> - Companies make executive decisions to change the way color  
> management is implemented in their software
>
> -=2
> 0"Experts" are rewarded by companies to ghost-post on forums and  
> lists (a good or bad thing, depending on how transparent the experts  
> behavior is; David, you have always been transparent. Thank you.)

I'd go along with you on almost every point... I can hardly argue the  
last one : )

But the "human on the phone" item I'll offer a different view on. The  
people that are available for phone support can't answer anything but  
basic questions from a script. When we used this system ourselves, our  
goal was to have these people answer the simplest of user questions,  
and herd everything else to the ticket system. It gave people someone  
to commiserate with, but it certainly didn't offer advanced support  
via phone. Getting your support ticket vetted, the right questions  
asked, and the right person lined up to answer it sounds like "real  
customer support" to me. I certainly don't consider our web ticket  
system to be "hiding behind our website"... though I don't even know  
if thats what you had in mind in stating that.

C. David Tobie
Global Product Technology Manager
Digital Imaging & Home Theater
CDTobie@...


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Datacolor
www.datacolor.com/Spyder3




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