"We've added staff and are working to get the hold times down to an acceptable one or two minutes," he said.įrostad was quick to add that his company didn't have any server problems since the transition.īut William Malik, an analyst at Gartner Group Inc. Since then, the wait times have dropped to between 10 and 12 minutes, which is still unacceptable, he said. "įrostad said last week that callers may have been on hold for as long as 30 minutes - which, he said, was unacceptable. But because of the transition, we had an enormous volume of calls that led to long hold times. "But they can usually get through to get help. "People always have problems downloading software, maybe it's their modem problem, or a problem with their ," he said. They said they've seen a drop off in the number of calls in the last few days."įrostad said the problems that led to the onslaught of customer criticism at Symantec's online help site had less to do with people not being able to download the software and more to do with the fact that they were unable to get the help they needed. "We are aware of the issues, and Digital River is very much on top of them. "We hoped to make this as seamless as possible," said Chris Monnette, senior director of global services at Symantec. But Symantec never alerted its customers to the change, so as late as Sunday, customers were trying to contact for help and weren't getting responses.Īccording to Todd Frostad, senior director of business development at Digital River, the recent problems stem from the switch of customer services between the two companies. in Santa Clara, Calif., was Symantec's customer service provider.
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