While I'm sure that griping here on the list will indeed
get some attention from some veritas folks, when it comes to
corporate complaints there are some golden rules that apply
here:
=====
1. In writing your complaint, be concise and courteous.
Don't forget to spell-check.
2. Be very specific about your complaint.
Saying that "it sucks even more" may be true, but it gets you nowhere.
3. When it comes to website usability issues, don't be afraid to
attach 1 or 2 screenshots to help illustrate your point. Sadly, the
person reading your email
has probably never used the site like you do!
4. Emphasize your loyalty and keep in mind that threats to take your
business elsewhere can sound pretty hollow unless you can be extremely
specific with times, dates, and names of competing sales reps.
5. If you happen to REALLY know the dollar amount of a recent PO
your company paid to symantec, feel free to mention it.
But DON'T make up some inflated figure.
6. Reaching the right person is difficult, but can make a big difference.
==========
As for my rule #6 above,
Poking around on the symantec executive website, I would guess that
Greg Hughes is probably a good place to start.
(http://www.symantec.com/about/profile/management/executives/bio.jsp?bioid=greg_hughes)
I see no email listed there, but after searching this list's archive
for "@symantec.com", I'd wager a dollar that it's greg_hughes at symantec.com
Just my 2 cents,
Bri
> From: veritas-bu-bounces at mailman.eng.auburn.edu
> [mailto:veritas-bu-bounces at mailman.eng.auburn.edu] On Behalf Of Wayne T
> Smith
> Sent: Tuesday, November 14, 2006 12:34 PM
> To: veritas-bu at mailman.eng.auburn.edu
> Subject: Re: [Veritas-bu] The *NEW* support site
>
> I wasn't too fond of the old Veritas site, but the Symantec NetBackup
> site is way beyond functional. If customers don't demand better than
> the v6.0 debacle and this dysfunctional support site, why should
> Symantec change?
>
> Grinding salt into the wound, "Veritas" sent me their monthly URL to the
>
> digest of new TechNotes, something I've always found useful. Their
> e-mail process still works, but the provided URL no longer functions and
>
> I can find no similar function on the support web site.
>
> The new site is so bad that I'm at a loss to find suggestions for
> improvement, besides suggest: start over; be the customer. :-(
>
> cheers, wayne
>
> Greenberg, Katherine A wrote, in part, on 11/13/2006 3:45 PM:
> > OK, So, is it just me or does the latest re-design of the support site
>
> > suck more than any previous BAD incarnation of the support site?
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