Re: DSC phone line technical support is terrible

[Jim <alarminex@xxxxxxx>]

On Monday, May 14, 2012 10:49:46 PM UTC-4, tourman wrote:
> On May 14, 9:48=A0pm, "Bob La Londe" <n...@xxxxxxxx> wrote:
> > P.S. =A0I don't think the MFGs follow this group the way they used to.
> >
> > I remember once complaining on this group that my new laptop didn't hav=
e a
> > serial port, and a couple days later a USB serial adaptor and a spare P=
CI
> > mini appear in my mail box.
> >
> > "Bob La Londe" <n...@xxxxxxxxxxxxxxx> wrote in messagenews:josbt6$tuo$2=
@dont-email.me...
> >
> >
> >
> >
> >
> >
> >
> > > "tourman" <robercampb...@xxxxxxxxx> wrote in message
> > >news:adde01d4-fec7-4d4b-a672-70b838801528@xxxxxxxxxxxxxxxxxxxxxxxxxxxx=
..
> > >> I hope DSC is listening and getting this message ! Their phone line
> > >> support is not adequately manned, with wait times up to hours not
> > >> minutes. While I realize that a lot of questions are from installers
> > >> asking questions they should know if they were trained properly, or =
if
> > >> they would take the time to read the install manuals, that does not
> > >> excuse this terrible level of support. As installation companies, we
> > >> suffer the same thing, with questions from end users who can find th=
e
> > >> answer on page one of their user manual; however, that is not an
> > >> excuse. Suck it up as we do, and continue to provide proper support =
!
> >
> > >> Please fix the problem or you are going to find a lot of people
> > >> switching alarm suppliers to manufacturers who do support their
> > >> customers
> >
> > > LOL. =A0I feel your frustration. =A0Been there with everybody for the=
 last few
> > > years. =A0I can still get an ear at Napco and setup an appointment fo=
r a
> > > conference call in advance for a particularly odd problem, but DSC,
> > > ADEMCO,
> > > and even Napco all have longer wait times than they used to and if it=
s
> > > really not an, "Oh yeah! =A0Duh! =A0I knew that," call it can be quit=
e
> > > difficult
> > > to get one of the "good" techs on the phone. =A0I think it's a sign o=
f the
> > > times and the industry. =A0The alarm trade will follow the telephone =
trade
> > > into the abyss.
>=20
> RHC: You're probably right; however, I'm hoping at least someone from
> the factory may happen upon this post and take some positive action.
>=20
> People and manufacturers today don't realize how powerful the internet
> is for both good and evil. Your reputation can be ruined by one bad
> post from one unhappy customer (fair or not). The smaller your
> company, the more this applies.
>=20
> I try to always be fair in this regard regarding criticism, but
> DSC...YOUR TECH SUPPORT WAIT TIMES SUCK !! (now tell me, what part of
> that don't you understand....)

It's  probably the "sucks" part. They haven't figured out that is this cont=
ext, "sucks" is not a good thing.