> I have been trying desperately to speak with technical support personnel at
> Security Dynamics in Cambridge, MA. Over the last week I have spent a total
> of 165 minutes on hold waiting to speak with the help desk. Leaving
> messages does not work because I must sit at my desk until they call back.
> If I leave for some reason and miss the return call I then must call
> Security Dynamics and start the process all over again. It really pisses me
> off...This is totally unsatisfactory tech support.
We use securid here and up until feb 96 or so the tech support was
wonderful. I frequently got right to a support engineer after little or no
wait. Around feb I began experiencing exactly what Todd did with customer
support. As the slow response was happening fairly frequently I took the
issue up with our salesperson.
What I got back from them was that they are in the process of
implementing a new call ticketing system as well as hiring a significant
number of additional people for support. Because of all the new people a
large portion of the original support engineer's time was being spent training
the new people. I was assurred that response time would improve as people
I have no affiliation with Security Dynamics other than as a customer
and am passing this info along to provide an alternative viewpoint for the
other subsribers of this list.
Doug Small The Ohio State University Medical Center
edu Network Engineer
Work: (614) 293-2034