I've usually always had a relatively short wait in OLRT. Today I went to chat with Vertafore about my comparative rater (PL Rating) and it was showing my expected wait time to connect with someone to be 11 minutes! I don't think I ever waited that long on the phone for someone. So, I'm glad that Applied's OLRT is much more accessible. Phone wait was about 2-3 minutes. I guess Vertafore's on-line chat has little use if it takes longer than calling them.
Applied's OLRT is excellent! It is the ONLY route I ever go.
Love to hear that!
(not the Ver*$#re part ... the OTHER part) :)
It's ok Andy, you can say that you like to hear the other part too - we feed on our competition's weaknesses too.
That is one thing I hear consistently - Applied's support is responsive (and thankfully nothing like it was in the early years!), while "the other guy" has not so great support. That's the major justification for support fees I figure.
Quote from: Lance Bateman on July 07, 2011, 02:07:35 PM
That is one thing I hear consistently - Applied's support is responsive (and thankfully nothing like it was in the early years!), while "the other guy" has not so great support. That's the major justification for support fees I figure.
I have only been doing this for around six years, but I don't think I have EVER had a negative experience with Applied support. In fact, I am always praising them, thanking them, and trying to make things easier/faster for them... like having the DOS prompt up, TAM drive noted, tamdbfr already logged in, and credentials in a notepad if I think it may be needed.
I have even been sure to email a supervisor when someone has went above and beyond.
Support has made "major" improvements over what it used to be. I have "no" complaints about the support we receive from Applied any longer!
Andy - are you feeling the love this time around? We don't just complain.
Quote from: Jim Jensen on July 08, 2011, 08:50:39 AM
Andy - are you feeling the love this time around? We don't just complain.
Thats right we don't just complain :-* :-* :-* ;)
I remember when support was not nearly as good as it is now, so yes, kudos to Applied for the improvements that have been made!
Honestly I don't think I've called Support in a long time!!! *touch wood* But I've always been pleased with OLRT and response from OLRT requests over phone requests. :D
Definitely feeling the love! And have passed along your compliments. I know everyone "says" it .. but Applied Systems really prides itself on our support. (And ALL support on-shore ... in U.S. and Canada only!)
I've had a bad support call a time or two, but Applied is one of the better vendors to deal w/. They speak English, the wait times are low, and the call backs are usually same day. That puts them head and shoulders above at least 90% of all vendors I have to talk to.
definitely kudos for the on-shore talent!
I love it when I get connected to some Bangladesh call center and the small talk includes them asking home much snow and how cold is it and it's mid-August. Consult a map - it's Canada not Antarctica - sheesh!
Don't call for help with Digital River (Not sure if M$ or Dell vendor but they handle M$ purchase downloads).. I got Fred in India... I let Dell know not acceptable.. Consumers can talk to India.. Not me! Now I have a direct number to senior tech for all issues, even apps/downloads etc..
Out sourced support should not exist in business world. Different breed and people who call for assistance are often experienced. I were redirected to India for TAM support I would seek another product or solution. Thankfully not there and hope they never go there. :)
Bob - be glad you didn't get "Peggy!" ;) "She" might have a 2nd job as a support tech as well as credit card "customer service."