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Good and Bad support

December 2, 2011

Contrasting experiences with support lines this week. Hootsuite is playing up on direct messages so I tweeted a concern and got a really fast response with a link to the help site. Obviously monitoring their social media which is good for their image. The trouble is that, having loaded the problem on said help site, it took a week to reply . And all I got was the classic brush off: Have you cleared the cache? In IT support parlance this means How can I process this fast without really doing anything to solve the problem.

In marked contrast we have Sandy from Telestream Support. I downloaded their software so I could watch recordings of the Blue’s victory over London Irish but the recordings froze after a few minutes. I reported and got a response within half a day with a test file to run, and a request to send the file. I did that a day later I got a reply saying that they were going to have to look into it, but in the mean time here was a link to another bit of freeware that he has tested on the files which would run it. It did, and I am impressed.   

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