Why Does Tech Support Take So Long When You Need It Most?

[tabnat80]

I just wanted to give an update before this post is done. I agree that it has gotten long. Nothing has changed or is going to be changed. It is what it is. Lesson learned. Make sure your backups work. Get shows closed earlier. Write down orders on orderforms instead of allowing host to give them to you over the phone or on napkins, sticky notes, etc. I probably won't leave the company, but I do still have a bad taste in my mouth about the situation. It still hurts, not just the sellathon, but loosing all my contacts. That is the big owie. I don't have any phone numbers, addresses or names of possible host unless they booked this past month. (There are some that say they will do a party when the -fill in the blank- is on sale.) I've lost it all. I do have a few email addresses that I have stored in my email account, but that's it. I've just got to move on. I tried to upload the new p3 yesterday. I though, what the heck. What have I got to loose. THe reason why I haven't already loaded it was I was afraid I would loose my contacts. LOL. That's already happened. What have I got to loose now? So, I've got to call tech support once again to get them to help me load it because it wouldn't load for me yesterday. Anyways, one more little drama to add to the saga. I had emailed tech support after I got off the phone with them Monday night and asked for them to make note in my record that I wasn't able to get the show submitted due to technical issues with my pampered partner and the response that I got back floored me. The tech wrote back that I had this issue for over a month and had ample time to get it fixed! He also said that if I had called tech support earlier in the month, I would have gotten it in on time. This was news to me. I didn't know I had a problem until Monday night at 9 pm. I submitted 2 shows earlier in the month and didn't have a problem at all with them nor did I ever have any indication that anything was corrupt with my pampered partner. Heck, I don't think I've had to call tech support ever in 4 years. Anyways, it's reasons like this that make me bitter towards the company. What they indicated was a boldface lie to me.

 

[KellyTheChef]

Tabitha~ I would call and ask for a supervisor at tech support. Ask them about the email you recieved...we have all gotten ahold of an operator who didn't know what they were talking about, so I would ask them about it. How the heck do they know how long you had the problem? Did they contact you and tell you to fix it? How can they have expected you to KNOW when it worked for you earlier in the month? These are questions that you deserve to have answered.

I am sooooooooo sorry that you lost all of your contact info! That has got to be an even harder pill to swallow...perhaps through working with tech support they may be able to recover some of it? Just thinking out loud here...

Glad to hear that you are reconsidering and planning on staying with PC. I hate to see anyone put so much hard work into their business and then walk away from it.

 

[ChefLisa]

I just wanted to give an update before this post is done. I agree that it has gotten long. Nothing has changed or is going to be changed. It is what it is. Lesson learned. Make sure your backups work. Get shows closed earlier. Write down orders on orderforms instead of allowing host to give them to you over the phone or on napkins, sticky notes, etc. I probably won't leave the company, but I do still have a bad taste in my mouth about the situation. It still hurts, not just the sellathon, but loosing all my contacts. That is the big owie. I don't have any phone numbers, addresses or names of possible host unless they booked this past month. (There are some that say they will do a party when the -fill in the blank- is on sale.) I've lost it all. I do have a few email addresses that I have stored in my email account, but that's it. I've just got to move on. I tried to upload the new p3 yesterday. I though, what the heck. What have I got to loose. THe reason why I haven't already loaded it was I was afraid I would loose my contacts. LOL. That's already happened. What have I got to loose now? So, I've got to call tech support once again to get them to help me load it because it wouldn't load for me yesterday. Anyways, one more little drama to add to the saga. I had emailed tech support after I got off the phone with them Monday night and asked for them to make note in my record that I wasn't able to get the show submitted due to technical issues with my pampered partner and the response that I got back floored me. The tech wrote back that I had this issue for over a month and had ample time to get it fixed! He also said that if I had called tech suppot earlier in the month, I would have gotten it in on time. This was news to me. I didn't know I had a problem until Monday night at 9 pm. I submitted 2 shows earlier in the month and didn't have a problem at all with them nor did I ever have any indication that anything was corrupt with my pampered partner. Heck, I don't think I've had to call tech support ever in 4 years. Anyways, it's reasons like this that make me bitter towards the company. What they indicated was a boldface lie to me.

I highly recommend you seek help outside of PC Tech Support to find out if they could retrieve your information. Our PC Tech Support group is totally awesome. However, getting someone who can go physically go into your computer may give you the results you need. I had a computer completely die on me one day. A wonderful computer guy was able to take all of my information off the old computer and put it onto a hard drive.

I am concerned that your computer is having some major problems. Loading PP3 was incredibly easy for me. If you are having problems loading it, I think you probably need to have someone do some diagnostics on your computer.

 

[janetupnorth]

I agree with Lisa - I can't believe that even with a corrupt file, not even some of it can be saved....and the diagnostics on your PC. Do you have any of the old files still? If you want to e-mail me any of your old database files, I'd be glad to look and see if they are in a format to be accessed.Also, like others suggested - continue pushing HO and tech support and ask for a supervisor and see what still can be done.

 

[pamperedlinda]

If you have your back-ups HO should be able to help you retrieve that information.

 

[janetupnorth]

If you have your back-ups HO should be able to help you retrieve that information.

Very true - ANY old back-up will at least get SOME of it!

I still have a PP disk somewhere at home too, like I said, I'd be glad to try to bring it up for you on a working system.

I've loaded P3 on 4 different computers of various ages with no issues on loading. Your PC sounds like it is dying on you...at least the harddrive.

 

[baychef]

Please note the July booking challenge rules. They state that even if there are computer glitches, etc. if they don't have the info they need by the cut off time, then they will not go back and change anything.

Just an FYI for all to keep in mind.

I can't imagine if my computer crashed. We would all be beyond frustrated.

 

[Intrepid_Chef]

Tabitha, I too am sorry. I hope you get a supervisor at tech support to straighten this out. I really think that since you were spending so much time on hold with them when you could have used that time to track down the customers, I think they should be able to see that it is their fault.

And I can SO RELATE! I had my hard drive crash on me. I had to re-install the software on another computer and call one of the customers to get her credit card number ... and call a tardy customer to get the order she was putting off. Fortunately the computer crashed on Friday night and not Monday evening. Had it crashed at that time, I would have been so out of luck ... had my roomate been sleeping, I never would have been able to install the software on the other computer.

And really, for the life of me, I cannot understand why a company as large as ours does not have an online database of our customers. I have had my data erased TWICE (once because P3 was overlooked during an upgrade, again because of the hard drive failure.) The first time, some nice but clueless customer service rep actually read me the names of my customers and told me what they ordered ... the second time, I doubt I'll get the same courtesy. And meanwhile ... if I do re-enter them, they will still be unsubmitted shows, and I willl be unable to search for, say, who ordered the small microcooker, etc.

Finally ... I can understand your frustration. It is very easy to take someone's words the wrong way .. especially when you are stressed out. Hugs ... and chocolate to you!