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newbe1
doctor
Joined: 20 Aug 2009
Posts: 289
Location: Boise Idaho
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 Posted: Fri May 02, 2014 6:48 pm Post subject: Tech Support |
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So i was wondering if any other techs out there are having issues with Kip returning calls. I called at 8 this morning to get a part number for a controller and it has been over 8 hours and still have not heard back from them. The last time i called they never even returned my phone call on the issue i was just curious if this is a on going thing or something new.
Thanks |
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CHILLIN
doctor
Joined: 05 Oct 2006
Posts: 950
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| Posted: Fri May 02, 2014 6:54 pm Post subject: |
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For the controller part # did you ask for hardware or software?
The few times I have called this year hardware had been slow getting a return call. Usually if I don't get a call back within an hour I call again. Software usually is faster. 8 hours is unacceptable in my book.
I would say something to my Kip rep next time you talk to them. |
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cjwilt
doctor
Joined: 24 Jan 2007
Posts: 1041
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| Posted: Fri May 02, 2014 9:14 pm Post subject: |
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| I call them back too. Sometimes things fall through the crack so it doesn't hurt to give them a ring back. |
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dlee
doctor
Joined: 07 Nov 2006
Posts: 1459
Location: E. Syracuse NY
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| Posted: Mon May 05, 2014 10:18 am Post subject: |
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Yes, definitely give a call-back. Software support are usually guys that are in-house. I believe they have a "first come first serve" system and can usually let you know where you stand if you call back. As for Hardware support, it's almost always field hardware managers or techs that respond, so it might take a bit. But 8 hours? You are a very patient man...
Also, if there is one specific Tech or Tech manager that you've had good experience with, you can request that certain Tech to respond to your call. Because I do deal with him a lot, the Regional Service Manager in my area told me to ask for him whenever I need hardware support. Either he, or someone in his office will respond back to me promptly. |
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newbe1
doctor
Joined: 20 Aug 2009
Posts: 289
Location: Boise Idaho
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| Posted: Mon May 05, 2014 10:35 am Post subject: |
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| Thanks guys i did ask for software it is now monday morning and i am calling them back and all i get is there damn voice mail. We have told our regional manager but it has done no good. I try to be patient but that is running thin now. I have dealt with other tech support services like hp and xerox and have never had this issue think i will have the owner of the company make a phone call. |
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