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Archiver > TMG > 2010-02 > 1265422016


From: "Diana Gale Matthiesen" <>
Subject: Re: [TMG] Technical Support was RE: Print Screen
Date: Fri, 5 Feb 2010 21:06:56 -0500
References: <000701caa66d$6c08e9d0$441abd70$@com><1777196872.126091265392259303.JavaMail.root@sz0175a.emeryville.ca.mail.comcast.net> <003901caa68f$83155d30$89401790$@net><553C04F73FED49B69C103CDC366850CE@HP><004801caa6c6$902f39f0$b08dadd0$@net>
In-Reply-To: <004801caa6c6$902f39f0$b08dadd0$@net>


I hope I didn't appear to disparage TMG support. My negative comments were
entirely pointed at big developers, especially ones who've sent their support
offshore.

However, we do pay for TMG's "free" support. Unless WhollyGenes has an
astounding cadre of volunteers, these support techs are employees who have to be
paid, and that expense has to be covered by the cost of the software. The more
we use them, the higher their overhead.

Companies that charge for support are likely listening to the complaints of
their users: that those who don't need support object to subsidizing the
support of those who do by paying more for the software. The developer has to
weigh the options and pick which support model would satisfy the majority of
their customers.

Diana

> -----Original Message-----
> From: On Behalf Of Teresa Elliott
> Sent: Friday, February 05, 2010 7:52 PM
> To:
> Subject: Re: [TMG] Technical Support was RE: Print Screen
>
> Diana,
> While sending a plea here or on the TMG forum would also be
> my first choice
> over the Ancestry board, if a user needs real tech support
> the tech support
> at Whollygenes can not be beat. I once posted a plea here on
> the list when I
> was a new TMG user years ago. My phone ran a minute or two
> later and the
> voice on the other end said, "Teresa, this is Bob Velke..." He then
> proceeded to walk me through the issue at hand. Now granted
> he doesn't do
> that every single time nor would I expect him to. That is
> why if I can help
> a new user I try to do so. That frees tech support up for the
> true tech
> support issues. But if you are having a real tech support
> issue and not
> just a "How would you enter such and such" type issue, the
> help file gives
> us lots of ways to reach Whollygenes and I assume they intend
> for us to use
> them.
> I agree, the majority of problems are solved right here by
> users of the
> program that have had a similar issue in the past or by one
> of the beta
> testers who saw the problem as part of beta testing and knows
> how to fix it.
>
>
> While I agree in large companies the tech support people
> rarely know bleep
> and rarely speak a language I can understand. I haven't had
> that problem
> with Whollygenes. They speak Southern just fine. LOL
>

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