Subject:
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Re: Moviemaker Set Video Clips (WAS: Lego review in US News & World Report)
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Newsgroups:
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lugnet.reviews, lugnet.general
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Date:
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Wed, 3 Jan 2001 17:34:45 GMT
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Viewed:
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75 times
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In lugnet.general, Ed Mayhall wrote:
> The worst part is I got no answer from the tech support when I called or from
> the email I wrote. The only fix the guy on the phone gave me was to do what I
> had already done and that was not the fix I wanted.
I can't respond to the main thrust of this thread, but I do want to share
my family's experience with tech support.
My sons got LEGO Studio for Christmas. They installed the software on our
Win98 machine. It kept GPF'ing.
On Dec 27 (with a house full of AFOLs), Jamie (age 12) wanted to get the
problem fixed. I had run through the standard drill of uninstalling,
reinstalling, etc. I told him to look up the support number. He couldn't
find it. I helped him out a bit. *He* called the toll free number. I
wandered off, while Jamie waited on hold. When he finally got a live
techie, he had to drag me over to the phone so I could give permission for
the techie to talk to my son (that was a pain, but understandable, and
actually a good thing). I *left*, and had no further involvement, except
to supply an email address.
The techie worked through the problem with Jamie, emailed a patch (which
fixed the problem), and was generally very helpful and patient. He
provided, IMO, a positive first-time tech-support experience to my son.
Steve
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