I received this email from one of my customers today. Not very impressive.
I received a survey from QNX today. They want to know if I’m pleased with
their services and product.
I filled out the survey and return emailed it to the address given. It
bounced. That’s impressive.
I went to the WEB searching for a good email address and found NO email
address access. I went to the branch office list in order to call them and
there are addresses but no phone numbers (they think I’m going to drive over
and chat?). I went to the corporate phone number where I learned that my
phone call is very important to them and it forwarded me to a busy signal.
Now I have to go back and fill out the survey a little differently. Now I’m
very impressed that they’ve managed to stay in business.
Ken, your customers email is misleading. I went to
http://www.qnx.com/company/offices/index.html (basically select
“contact” from the main page, then “offices” from the contact page) and
I obtained a list of offices with phone numbers. Don’t know why the
mail bounced, but I frequently send email to qssl and have never had an
email bounce.
-----Original Message-----
From: Ken Schumm [mailto:kwschumm@qsolv.com]
Posted At: Thursday, July 26, 2001 2:27 PM
Posted To: advocacy
Conversation: C’mon QNX marketing - you can do better than this!
Subject: C’mon QNX marketing - you can do better than this!
I received this email from one of my customers today. Not very
impressive.
I received a survey from QNX today. They want to know if I’m pleased
with
their services and product.
I filled out the survey and return emailed it to the address given. It
bounced. That’s impressive.
I went to the WEB searching for a good email address and found NO
email
address access. I went to the branch office list in order to call them
and
there are addresses but no phone numbers (they think I’m going to
drive over
and chat?). I went to the corporate phone number where I learned that
my
phone call is very important to them and it forwarded me to a busy
signal.
Now I have to go back and fill out the survey a little differently.
Now I’m
very impressed that they’ve managed to stay in business.
I wouldn’t say he was entirely misleading.
If you go to http://www.qnx.com/contact/index.html
and click on “listing of US offices”, it links to
http://www.qnx.com/company/resellers/northamerica.html
which has a list of north american offices without
phone numbers.
Previously, Rennie Allen wrote in qdn.public.qnxrtp.advocacy:
Ken, your customers email is misleading. I went to
http://www.qnx.com/company/offices/index.html > (basically select
“contact” from the main page, then “offices” from the contact page) and
I obtained a list of offices with phone numbers. Don’t know why the
mail bounced, but I frequently send email to qssl and have never had an
email bounce.
-----Original Message-----
From: Ken Schumm [mailto:> kwschumm@qsolv.com> ]
Posted At: Thursday, July 26, 2001 2:27 PM
Posted To: advocacy
Conversation: C’mon QNX marketing - you can do better than this!
Subject: C’mon QNX marketing - you can do better than this!
I received this email from one of my customers today. Not very
impressive.
I received a survey from QNX today. They want to know if I’m pleased
with
their services and product.
I filled out the survey and return emailed it to the address given. It
bounced. That’s impressive.
I went to the WEB searching for a good email address and found NO
email
address access. I went to the branch office list in order to call them
and
there are addresses but no phone numbers (they think I’m going to
drive over
and chat?). I went to the corporate phone number where I learned that
my
phone call is very important to them and it forwarded me to a busy
signal.
Now I have to go back and fill out the survey a little differently.
Now I’m
very impressed that they’ve managed to stay in business.
Thats’ funny: I did a recent survey w/no problems: I’ll bet it was
the same one (a local firewall problem perhaps?)
I’ve also used the Web to get their phjone numbers and called them w/o
problems. I’ve emailed QSSL and QNX Support many many many times,
also w/o problems…
Go figure.
On Thu, 26 Jul 2001 14:27:23 -0700, Ken Schumm <kwschumm@qsolv.com>
wrote:
I received this email from one of my customers today. Not very impressive.
I received a survey from QNX today. They want to know if I’m pleased with
their services and product.
I filled out the survey and return emailed it to the address given. It
bounced. That’s impressive.
I went to the WEB searching for a good email address and found NO email
address access. I went to the branch office list in order to call them and
there are addresses but no phone numbers (they think I’m going to drive over
and chat?). I went to the corporate phone number where I learned that my
phone call is very important to them and it forwarded me to a busy signal.
Now I have to go back and fill out the survey a little differently. Now I’m
very impressed that they’ve managed to stay in business.
Previously, Ray LaBrecque wrote in qdn.public.qnxrtp.advocacy:
Thats’ funny: I did a recent survey w/no problems: I’ll bet it was
the same one (a local firewall problem perhaps?)
I’ve also used the Web to get their phjone numbers and called them w/o
problems. I’ve emailed QSSL and QNX Support many many many times,
also w/o problems…
Go figure.
When rolling out a program, or survey, or anything else, any
new systems should be thoroughly tested first so that customers
have zero problems.
I had a similar problem a few months ago when joining a QNX program for
small businesses.
I was emailed a login and password to use. The password did not work.
When I tried to email the program administrator about it, the email
bounced. I had to email another QNX person, and have them contact the
program administrator to get the correct password and to fix their
email.
Then, when I was able to sign up for the program, I tried to edit my
address using the web interface. It refused to accept the changes.
Once again, I had to email the program administrator to get things fixed.
They did repair it promptly, but if I had not known other folks within
QSSL I probably would not have bothered with it.
I know that these things happen - but when customers are making
purchasing decisions these are the kinds of things that make them
roll their eyes. Interfacing with sales or customer service, whether
through email, web, or telephone, should always be a positive and
productive experience.
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