This is Boring, But I am Going to Comment on Receiving Good Service

Mish

For second time in a year, I received fast, excellent phone service, regarding a product I own.

The two companies are unrelated, Acronis and Canon.

The services and my reasons for calling them are also unrelated.

Acronis Details

Last week I filled up a backup drive on my computer. I ordered a new WD RAID external backup, 28 TB (but really mirrored 14 TB).

There was no setup instructions in the box so I went online and discovered, incorrectly, that Acronis (my computer backup software) does not work with RAID.

Acronis has a support number. I called it. Instead of having to go into a queue or answering a dozen questions I actually talked to a live person within 10 seconds. That person instructed me that the version I have does indeed work with RAID.

He was a low level person who could not answer the rest of my technical questions so he suggested online chat. Once again I connected almost instantly.

That person asked if I have Team Viewer (I do). He then asked if he could take control of my computer remotely. He did, then set me up on the backup schedule I want, formatted the WD drive because it did not seem to be initialized correctly, created a recovery disk then started the backups.

His name is Sujoy. When I asked, he told me he was from India. I asked if the name had a meaning.

I then asked if it was possible to turn off WiFi backups. I have an ethernet connection and I do not want to use WiFi?

Why?

Because I ran up $400 phone bills twice when Acronis backups kicked in when I was on the road and tethered to my phone. My photo images are huge.

Sujoy showed me how to turn off WiFi.

So, yes, I am a happy Acronis customer. I have a RAID backup and my backup to the cloud, a new complete backup, is running now.

I only have 18 days remaining to finish the backup. Yes, that's how long backing up 1.5TB to the cloud takes.

I am very much looking forward to 5G.

Canon Details

Canon is another company with exemplary service.

I have a number of products, cameras, lenses, and printers. Twice I had difficulty setting up my EOS 5 Mark IV to do something and twice I was connected right away with a real live person quickly.

I have called in for service repairs as well. Same story.

You get a live person, quickly, and they are very helpful. The Canon service specialists know their products.

Worst in Class ATT

I can bitch about worst in class ATT for hours, and how damn near impossible it is get a live person, then when you do only to discover you are talking to someone in the wrong department who then cannot even get you connected to right person without going through another 10 minutes of automated software AI BS.

But I will cut that line of thought short in praise of two companies that have great products and great service.

Easy to Bitch, Hard to Praise

It's easy to bitch but hard to take the time to praise. Cheers to Acronis and Canon.

Addendum

I Emailed Acronis and immediately received this reply.

Wow.

Mike "Mish" Shedlock

Comments (25)
No. 1-16
Latkes
Latkes

14 TB will be filled in no time, I'm sure.

tz3
tz3

I have similarly had TWO excellent experiences recently with Verizon - it varied and I was worried as they were "downsizing" some employees.. In the first case a tabled decided to use my hotspot data instead of wifi, but they added data to my plan so I could go on my trip without worry. The second involved a billing problem which was fixed (they still need to fix their website, and you still need to argue with the robot. Also Chase gave me a good experience on some small questions.

Chip Talk
Chip Talk

Good to know.

ClydeThe Raven
ClydeThe Raven

Was Sujoy in Switzerland? If so, that would explain a lot, to me anyway, for your good service.

Mish
Mish

Editor

Sujoy from India

Curious-Cat
Curious-Cat

ATT is terrible. As is Comcast. But I've had success using this website: ceoemail.com. They have emails for an astonishing number of corp CEOs. ATT and Comcast apparently have elite customer service reps who respond with respect and actually will work on a problem for you when you email their CEOs. I got ATT to reduce my monthly wireless bill and also got useful response from Comcast. Give it a try. If you use it, donate a couple of bucks to the guy who runs it to help it stay alive.

ClydeThe Raven
ClydeThe Raven

I meant where was he when you spoke to him? An office in India or Switzerland. Not America I assume?

ClydeThe Raven
ClydeThe Raven

Since it's a "boring" topic :) For the record. I really enjoy your blog. Been following you for years in various places.Me and Clyde at Lake McDonald Lodge where Clyde and his mate Bonnie live. https://photos.smugmug.com/photos/i-tL44fQX/0/3dd35e56/S/i-tL44fQX-S.jpg https://photos.smugmug.com/photos/i-wr6RB88/0/b4307910/S/i-wr6RB88-S.jpg Clyde. I've been photographing Clyde for 7 years now. https://photos.smugmug.com/photos/i-QqpHrQk/0/648ae916/S/i-QqpHrQk-S.jpg

thimk
thimk

getting great service after sales is a plus. it is unfortunate that we have to rely on phone tech way to much. specially for us that have prepaid phones (gmail has free outbound phone service) call me old fashion , but this "cloud" stuff to me makes me feel uneasy . A off-line backup stored in a safe place (safe deposit box or storage locker) is best . I think this centralization trend will wane . but what do i know .

abend237-04
abend237-04

Well, now I'm feeling guilty about not saying thanks to someone else...you. I've been using your Woodstock, Illinois Opera House photo as backgrounder on my screens for several months now. It never comes on that I don't enjoy it and think of you keeping those three parking spaces empty, across from a Starbuck's no less, until the light was right. Thanks!

Tengen
Tengen

Good customer service is rare, and I learned why when I used to do tech support work long ago (software and hardware). Most companies view support as a waste since the actual financial transaction of product purchase has already transpired. People used to argue that companies with good service would topple those without, until they realized that if everyone provides crummy service they can all cut costs without consequence.

The quality of staff I worked with varied, but some of the guys were really good. We were handicapped by almost total lack of communication with developers and a too-heavy workload, which made us push people away as quickly as possible rather than answering every question. Basically, we were good with everyday stuff we had procedures for, and lousy with everything else. The reward for solving a difficult problem was more than offset by penalties for taking too long an any one issue. Nobody cared if you documented something rare and complicated, because how often would it be used?

My experience ended about 15 years ago and I wouldn't recommend that line of work to anyone unless they're desperate for a gig. If anything it's probably gotten worse since then!

FromBrussels
FromBrussels

while reading all this I can only think to myself what a increasingly fckn complicated world we re living in ....and this is merely the beginning, they say ...hopefully not of the end ...

Scag_man
Scag_man

Not boring at all. Great service is a huge factor in how I choose products. I called Hertz the other day and found it worse than you describe At&T. On the flip side, I had problems connecting to Mish's site. Mish spent a few days trying to fix and eventually called me at home. I was honored and will never forget that. Good service should be rewarded with allegiance to the brand, and companies with bad service do not deserve (and will eventually lose) their customers. Simple formula.

ksdude69
ksdude69

I've had it with att. Problem is being rural I have been limited to them in my particular area but I think things have changed. I've needed to make some changes on my att plan for months that I cant make online and i've put them off just to avoid having to go to their outlet which is like having teeth pulled out. I don't even want to say how much a month i'm paying. I kinda held on to them to avoid the hassle of changing in hopes competition would drive down the price. Nothing doing. I can't imagine people not leaving them in droves. I finally did, however, cancel my att landline as its been fuzzy for YEARS and everytime I call them they say it's on my end. Then a service guy shows up and play with the thing across the street for awhile and it's crystal clear. Couple weeks later back to fuzz. Also, it's always the same guy that comes and he's a total jackass. I really wish ATT would just go belly up.

Anon1970
Anon1970

I switched from AT&T for my landline and Internet service at the end of 2013 to a local company. I am still paying less in 2019 than I was for AT&T (in 2013) and the service people are a pleasure to deal with. No runarounds, no surprise extra charges on my monthly bill and no problems dealing with employees who speak English with a heavy accent.

OkieNomics
OkieNomics

I'll throw AT&T a bone too - when I have an issue I just go to an actual AT&T store (not an 'authorized dealer') and while there is usually a bit of a wait for service, it's not terrible and the folks in person typically do a great job taking care of my issue. I realize that's not practical for everyone, but for anyone within a reasonable drive to a physical store, nothing beats "in person" service.


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