> 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
got trained.
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
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Doug Small The Ohio State University Medical Center
small-1 @
medctr .
osu .
edu Network Engineer
Work: (614) 293-2034
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