Today is another scorcher. It’s one of those days when you wish you could take a walk, but one step outside and you feel like the heat is going to kill you. The high humidity and 92 degrees outside feel more like 110. It’s miserable. This heatwave continues.
I received an update for some software today. I installed the update, but the personalized data that goes along with the software was all deleted. Talk about frustrating.
So, I figured out what’s going on, but it requires I re-download and install all of the “assets” associated with it. This is so inconsistent with how they have done things in the past.
I opened a trouble ticket, and received a response that reads, “We do not operate as a 24 hour help center. Our hours of operation are Monday – Friday, 9am-5pm, Mountain Standard Time. Please note, it can take up to 1-2 business days for a response, and up to 5 business days for a resolution. There are rare cases that take longer to resolve, should we need to conduct additional testing or other departments to step in.”
They must not care that some people use their software in their business. At AT&T I used to negotiate “service level agreements” with vendors. Known as SLAs, depending on the product, an SLA might require anywhere from 1 hour to 24 hours for a call back. And, if it was customer impacting, resolution time was set at 1 hour!!!
So, these guys have a 48-hour call back and a 5 day resolution time. Yikes. If I were in the motion picture industry, I wouldn’t be buying their software.