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I’ve used (and mostly loved) ACD Systems’s ACD See image management software since 1998. Yesterday I finally upgraded it. Due to some quirks of my computing environment, I had some problems configuring the upgrade to work the way I needed it to. The problem wasn’t apparent until after I’d been charged for the upgrade.
The very first person I talked to was able to diagnosis my problem, formulate a solution, and deliver it in less than fifteen minutes. The support staffer grasped my problem almost immediately — I didn’t have to be transferred to an engineer.
Better yet, when I explained the precise nature of my configuration the response was, “I’m guessing you have a good reason for setting it up that way, huh?”

While I’m spreading good geek karma around, my last tech support experiences with both Maxtor and Network Solutions were also exemplary (and sadly, not too typical). Maxtor’s person committed the sin of telling me I should change my environment, but stayed on the line until everything was working to my satisfaction. Network Solutions’ person delivered a solution on-the-spot that took one of their competitors several days to get not-quite-right.

So let’s hear it first for the support folks who go the extra mile to do things right the first time. And let’s also hear it for companies that respect their customers enough to support them with smart, capable people.

Rah. Rah. Rock!

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