[Cube] Sonnet "Cube kit"

[Gary Heartsfield]

Thanks for the input, I agree on all the points, I myself was in tech 
support for 25 years,
Never supported much software, however  more than 3% of calls were 
hardware problems .

Most customers  just need a hand holding  with concern.  The customer  
will not be calling if there is not a problem.

I always liked it when a customer had a problem, You solve his problem 
and he is thankful he bought your product or service.

No problems, hard to be a hero or develop great customers.

Gary
On Mar 15, 2006, at 10:49 AM, James Rice wrote:

> I've had only good luck with Sonnet support.  They even replaced under
> warranty one G3 card that I had zapped by not fully seating it in the
> slot of my Daystar.  Never noticed anyone treating me like an idiot
> either.
>
> As a side note I'm the technical director at two small medical
> software companys.  As the TD I'm also the "tech of last resort" so I
> do my own share of phone support.  It's hard to not get burned out and
> jaded by the constant stream of negativity of working a busy support
> desk.  And 97% of all problems are user error, but you need to learn
> how to get the fix done without letting the user know they are an
> idiot.  ID10T errors as we say on the desk, you know.
>
> James
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