I am surprised when they answer quick but that has not been the case lately. Konica has taken hours of my life, leaving me on hold listening to that same fucked up piano music over and over and over again, only to drop my call, but not hang up. In a couple of cases when they put me on hold, I have left and done other calls[ I use a bluetooth ] and returned to the site, still waiting. How long will you hold before moving on? Are others getting better service? Do they use caller ID and know it is me???
-
The greatest enemy of knowledge isn't ignorance, it is the illusion of knowledge. Stephen Hawking -
Re: Tech support, How long to hold???
The three times I've called Konica Minolta, I've been on hold less than ten minutes and the answers and help I've gotten was right on the money.If at first you don't succeed, redefine success -
Re: Tech support, How long to hold???
I usually won't hold more than about 10 minutes. I only call as a last resort because I've been doing this for about 15 years and have yet to get a helpful answer from them.I know I should be ashamed of myself. Strangely though, I am not.Comment
-
Re: Tech support, How long to hold???
I am with you there. I have to get a case number for problem tickets. I try to use them as a resource when I need to know something about wiring or if there is a bulletin. Not worth the hassle.The greatest enemy of knowledge isn't ignorance, it is the illusion of knowledge. Stephen HawkingComment
-
Re: Tech support, How long to hold???
Are you saying "replace the NVAM", "MFP Board", or "reload firmware" (top 3 recommendations from tech support) hasn't helped you? EmujoIf you don't see your question answered in the forum, please don't think it's OK to PM me for a personal reply...I do not give out firmware and/or manuals.Comment
-
Re: Tech support, How long to hold???
Two hours and 45 minutes last time with Konica Minolta. Four personnel transfers. After 1:45 I left the call and started driving home. One hour into my drive home he came back on and asked me is I was on-site. "I was ... "
I think it's strategy on their part. Given two hours to browse through every document I have, I usually solve my own problem long before they come back on the line. =^..^=If you'd like a serious answer to your request:
1) demonstrate that you've read the manual
2) demonstrate that you made some attempt to fix it.
3) if you're going to ask about jams include the jam code.
4) if you're going to ask about an error code include the error code.
5) You are the person onsite. Only you can make observations.
blackcat: Master Of The Obvious =^..^=Comment
-
Re: Tech support, How long to hold???
I wanted to plug my ears. Couldn't they have more than one tune? =^..^=If you'd like a serious answer to your request:
1) demonstrate that you've read the manual
2) demonstrate that you made some attempt to fix it.
3) if you're going to ask about jams include the jam code.
4) if you're going to ask about an error code include the error code.
5) You are the person onsite. Only you can make observations.
blackcat: Master Of The Obvious =^..^=Comment
-
Re: Tech support, How long to hold???
I can't speak for Konica Minolta but I know that Panasonic is now down to 2 engineers to cover the nation. NEC also has only 2 engineers and a tech to field the calls. All just a sign of the times I guess.Comment
Comment