Ed Foster's Gripelog || Making Noise About Audio Support

» All 33 InfoWorld Newsletters Technology & Business Daily

INFOWORLD GRIPE LINE BY ED FOSTER

Bookmark this page

Making Noise About Audio Support

By Ed Foster, Section The Gripelog
Posted on Mon Oct 30, 2006 at 12:20:42 AM PDT

When a vendor you've paid good money to won't even give you a decent way of contacting them to handle problems, what can you do? Well, at the very least you can make a little noise about them on the Gripe Line, as one reader chose to do after he got the silent treatment from high-end audio equipment manufacturer Tascam.

The reader, an IT administrator at a university, wrote:

"I found an extreme example of either corporate stupidity or a total lack of concern for customers in the last two weeks. We have a good-sized audio system that was installed in a new building in the last two years. We are now trying to implement some of the bells and whistles on some of the gear and need to get more detailed information than the manual has about an input for emergency paging. Note this installation is used as a showcase by the installer. The vendor is Tascam and this is a professional installation, not a consumer level or small business."

"I went to Tascam's website to get a number for support. Okay, no toll-free number so I dropped an email to the support address - saves waiting on the phone. A week goes by and nothing. I call -- get someone and get shunted to the voicemail of the tech who handles this unit (he hasn't arrived at work yet) so I leave a voicemail. No response to this day. In the meantime I've called twice and both times gotten a message about 'We are either at lunch or all techs are busy. Please call back.' NO chance to leave a message, no way to tell them to call me. This is insane! No way for a customer to leave a message -- instead I'm supposed to spend my time playing phone roulette -- dialing Tascam and hoping someone will be there. Well, not here. I have a call into the rep for Tascam who handled our account. At this point my attitude is that on anything I have a say-so on, Tascam will not be on the vendor list. We pay good money for the equipment and don't expect to have to play phone tag. This is professional equipment and I expect the ability to at least leave a message."

"Lest you think I'm down on all companies I need to praise one. Some of the equipment in this same building is from QSC Audio and they have been more than helpful -- above and beyond the call of duty. They will be getting my business but unless Tascam changes their attitude they won't see me again."

< Mystery Book From Buy.com | Cox Clobbers Competitor's Customers >

Making Noise About Audio Support | 31 comments (31 topical) | Post A Comment

Audio Support[ Reply to This ] (none / 0) (#1)
by Anonymous User on Mon Oct 30, 2006 at 05:07:34 AM PDT

One tactic that I've found to be effective over half the time when a company is unresponsive is to use snail mail. Write directly to the president of the company. In this case, it looks like the reader might have to write to the president of the parent company - TEAC - but it should be worth the effort. If Tascam/TEAC is still unresponsive, then definitely blacklist them, and let them know, by snail mail, not by email. In any case, complain to the Montebello and/or California Better Business Bureau, and perhaps to the California Attorney General. An inquiry to the AG, at least, can't hurt.

[ Reply to This ]

Snail mail?[ Parent | Reply to This ] (none / 0) (#3)
by Anonymous User on Mon Oct 30, 2006 at 11:49:44 AM PDT

"One tactic that I've found to be effective over half the time when a company is unresponsive is to use snail mail."

There's a reason it's called "snail mail", and as a general rule people needing technical support want it now, not four to six weeks from now.

Consider it a last resort. In this case, it may be warranted since all other methods of contact have failed. (You might also try Web research on the product -- it may turn up some information the manual lacks, or even alternative ways to contact the company's techs, such as additional phone numbers.)

This is a fairly unusual case. While SOP for vendors of consumer products and services seems to consist of ignoring all support email (or only ever robo-responding, which amounts to the same thing) and routing support calls to the Mystery Maze department where a crack team of psychologists (hired by marketing, no doubt) watch with dispassion as customers blunder about seeking the cheese (a live human on the line) in the middle (which usually doesn't exist) and delivering timely shocks (such as long holds, interminable holds, actually infinite holds, and disconnects), it is unusual for high-end (expensive, small customer base) vendors to mess with customers anywhere near that badly. One person saying "never again" is a much more significant chunk of their revenue stream in those cases.

(I've found that it's sometimes possible, with an ISP or similar that has both "consumer" and "business" clients, to get away with claiming to be a "business" client when you're Joe Consumer, and it often results in getting something resembling real service.)

[ Parent | Reply to This ]

What they forget[ Parent | Reply to This ] (none / 0) (#4)
by tscoff on Mon Oct 30, 2006 at 05:38:49 PM PDT

What these companies sometimes forget when they're thinking that as a consumer I control a couple of hundred dollars a year worth of business that they won't miss if I take my business somewhere else is that at work I control a couple of hundred thousand dollars a year, and I have influence over two or three times the amount of money that I personally control. If they don't take care of me at home when I call in using their normal channels, when I'm sitting at work trying to decide who is going to get, for example, our $70,000/year worth of phone service I'm going to remember how they treated me the night before and add a column to my bid evaluation matrix titled "Customer Service Experience" and give them negative points on that column with a signed note in the bid evaluation file explaining exactly why they lost points, and the bid.

That is a perfectly valid criteria to use when evaluating bids because my time at work costs my employer money. If I have problems with a vendor's customer service, that is going to cost my employer money. Therefore, that is part of how I evaluate bids. I am very careful to use specific examples, including dates and times, of why I refuse to give a vendor my business so that they don't have a leg to stand on if they contest the final decision.

[ Parent | Reply to This ]

Hm[ Parent | Reply to This ] (none / 0) (#35)
by Anonymous User on Tue Nov 21, 2006 at 08:11:21 AM PDT

Won't they argue that as long as their B2B support is okay, then only that support's evaluation ought to matter vis-a-vis getting a business contract?

Not that I don't like the idea of sticking it to these companies with shoddy consumer support, but I smell a loophole they may exploit...

[ Parent | Reply to This ]

Beware...[ Reply to This ] (none / 0) (#2)
by Garminski on Mon Oct 30, 2006 at 07:44:32 AM PDT

Beware of any company that has the word "scam" in it's name. :-)

[ Reply to This ]

Why didn't you have a contact number...[ Reply to This ] (none / 0) (#5)
by Anonymous User on Mon Oct 30, 2006 at 05:56:31 PM PDT

...whne you're a "reference" account?

Unthinkable...

[ Reply to This ]

Try The Sales Department[ Reply to This ] (none / 0) (#6)
by Anonymous User on Mon Oct 30, 2006 at 06:51:20 PM PDT

Sometimes when I get the run-around with a company, I will call the sales department. When I reach a sales representative (usually very quickly) I don't mention that I've already purchased the product. Instead, I ask questions as though I were a prospective buyer of the product I already have. Specifically, I ask about the support I can expect after the purchase. Once the rep has promised me the moon for free, I mention that I would like to then get the support at that time, as I have already purchased the product.

Then, don't let the rep transfer you to anyone. Rather, let the rep explain that you will have to dial another phone number for support. Don't hang up; instead, conference the rep with you, as you dial the support number. Once you get to the end of the road (no answer, no voice mail) ask the sales rep what the next step is. Insist that he or she get a supervisor (don't transfer, conference). Go from there, taking phone hostages, as you are told to call other numbers.

The reps won't take long to figure out that you are going to make your problem their problem, and it won't go away until it's fixed.

It's amazing how quickly the reps can track down a cell phone number to the support supervisor, and get your questions answered.

[ Reply to This ]

Hrm[ Parent | Reply to This ] (none / 0) (#11)
by Anonymous User on Tue Oct 31, 2006 at 02:55:43 PM PDT

Shame your method requires one of those fancy business phones, and the training to use the extra features (probably costing $3000/semester at Harvard Business School). :P

[ Parent | Reply to This ]

$3000?[ Parent | Reply to This ] (none / 0) (#15)
by Anonymous User on Wed Nov 01, 2006 at 09:00:24 AM PDT

It's call Three-Way Calling, dude.

[ Parent | Reply to This ]

Eh?[ Parent | Reply to This ] (none / 0) (#19)
by Anonymous User on Wed Nov 01, 2006 at 07:52:31 PM PDT

It's called "you can't just sit at a normal home phone, punch a few digits, then talk", which prices it out of reach of the average user in two ways at once.

Really, why should everyone in the world drop a wad at a Best Buy to get a fancy expensive phone with extra bells and whistles and then figure out how to do unusual tricks with it as a requirement of receiving decent customer service next time their cable goes on the fritz, their computer catches cold, or somebody ships them a defective product?

Decent customer service should not be meted out only to those who pass a "consumption test" and thereby prove their willingness to waste money.

Decent customer service should not discriminate against the lower socio-economic classes, either.

And neither should you.

[ Parent | Reply to This ]

Anonymous[ Parent | Reply to This ] (none / 0) (#20)
by Anonymous User on Wed Nov 01, 2006 at 08:46:17 PM PDT

My phone company (BellSouth) offers three-way calling for a couple of bucks per month, no special phone needed. I just dial the first number, press the receiver button once, then dial the second number. When the second party answers, I hit the receiver button again, and everyone is on the line.

That way, I can just sit at a normal home phone, punch a few digits, then talk.

[ Parent | Reply to This ]

Eh[ Parent | Reply to This ] (none / 0) (#21)
by Anonymous User on Thu Nov 02, 2006 at 06:43:43 PM PDT

a) it's not free
b) it requires this "receiver button" of yours, which I assume isn't one of the usual 0-9, #, *, and hangup buttons that's the low common denominator of phone UI.

[ Parent | Reply to This ]

I see that you prefer being the victim[ Parent | Reply to This ] (none / 0) (#24)
by Anonymous User on Fri Nov 03, 2006 at 09:52:15 AM PDT

a) I'm not aware of any company offering phone service for free. Please let us know who is offering you free service so we can all sign up.

b) You have assumed wrong. What most people call the "Receiver Button" is what you call by it's technical name, "The hang-up button thingy." This is a button that all phones have. Except maybe the one your free phone company gives out.

The point is, if you want a problem fixed, most people that have grown a pair can get it fixed using the amazingly simple plan outlined. But in your case, you would prefer to be victim because you like to complain in order to get people's pity. Why don't you try doing something to solve a problem, instead of inventing reasons not to try.

[ Parent | Reply to This ]

Hmph.[ Parent | Reply to This ] (none / 0) (#26)
by Anonymous User on Sat Nov 04, 2006 at 02:14:49 PM PDT

You are a jerk, and if you did mean the hang-up button, then your suggestion was to dial one number, then hang up and dial the other number, and it simply doesn't work. (It simply means you end up with the second number on the line in a normal, two-way call. Obviously.)

[ Parent | Reply to This ]

It's easy[ Parent | Reply to This ] (none / 0) (#29)
by NorthFork on Fri Nov 10, 2006 at 02:02:57 AM PDT

No, it's really easy. You just tap the "hang up button" and then when you get a dial tone, you call the other person. Then when you are connected, tap the "hang up button" again, and you're all on the line.

Remember the budweiser wassup commercials? That's how they did it.

[ Parent | Reply to This ]

oh yeah[ Parent | Reply to This ] (none / 0) (#30)
by NorthFork on Fri Nov 10, 2006 at 02:04:31 AM PDT

Oh yeah, with my phone co., at least, you don't have to sign up for it in advance. Just try it!

[ Parent | Reply to This ]

Nope[ Parent | Reply to This ] (none / 0) (#32)
by Anonymous User on Sat Nov 11, 2006 at 02:50:59 AM PDT

Doesn't Work for Me. You must need either a special phone, a special arrangement with the phone company, both, or it's different internationally (I'm not in the USA).

Here, in fact, tapping the hangup button seems to do nothing (it used to actually hang up; now, apparently to make accidental disconnects rarer, it has to be held down for about 2 seconds; the same became true of the power switches on the fronts of most consumer computers at around the same time, interestingly enough).

[ Parent | Reply to This ]

Great Article, i agreee with you[ Parent | Reply to This ] (none / 0) (#36)
by Anonymous User on Mon Sep 01, 2008 at 10:47:08 PM PDT

dis j'ai jamais vu de poisson sans ouies........et avec une forme pareille.......Internet Marketing 迷你倉護膚 .

[ Parent | Reply to This ]

Something cool about phones[ Parent | Reply to This ] (none / 0) (#25)
by foxyshadis1 on Sat Nov 04, 2006 at 02:06:36 AM PDT

There's no such thing as a "missing button" on an analog phone. All analog calling services are implemented as DTMF tones and signals. Usually involving the switch hook ("hang up") and star and number keys. The only thing extra buttons do is automate certain standard combinations of button presses (like "flash"/"switch line" is actually just tapping the switch hook, and has been for ages and ages, thus the old movies where they tap it twice when they get disconnected before staring at the headset in disbelief).

I didn't know the switch hook alone was also used for conferencing someone in, since I've never had that on analog, but it makes sense. (But how to you just switch back to the first line without conferencing?)

[ Parent | Reply to This ]

called the reseller?[ Reply to This ] (none / 0) (#8)
by JimB on Tue Oct 31, 2006 at 09:37:51 AM PDT

Chances are the reseller that you purchased it from could help get you a response (should you still need it. Most audio resellers provide support)

[ Reply to This ]

Not audio, but another example of poor support[ Reply to This ] (none / 0) (#9)
by Anonymous User on Tue Oct 31, 2006 at 12:39:23 PM PDT

Tech companies aren't the only ones that have no clue about customer service. Labor day weekend I ordered something from Service Merchanise on-line and got back an e-mail acknowlegement that included a phone number, e-mail address, and a web address to track status. Unfortunately, since I wasn't logged in to Yahoo (their store-front apparently), I was never able to get any information on status. Days turned into weeks. I tried calling and got the "all of our operators are busy, please leave a message, we will get back to you". Glad I didn't hold my breath. I tried e-mails, no response. After 1 month had elapsed with absolutely zero response, I finally called my credit card company and had them remove the charges (yeah, Service Merchandise charged the card the business day after the order was placed). Needless to say, they aren't on my vendor list anymore for anything, and I'm happy to share my experience with others.

[ Reply to This ]

Check ResellerRatings.[ Parent | Reply to This ] (none / 0) (#10)
by foxyshadis1 on Tue Oct 31, 2006 at 02:50:05 PM PDT

You should always check resellerratings before ordering hot deals from smaller vendors, or you'll end up ripped off a lot. A lot of thse fly-by-nights have zero support, or outsourced to some cheap vendor, and generate mountains of complaints over slow or no shipping, overcharges, dupe charges, etc. It pays to do research before shopping from smaller internet dealers.

[ Parent | Reply to This ]

fly by night Service Merchandise?[ Parent | Reply to This ] (none / 0) (#12)
by Anonymous User on Tue Oct 31, 2006 at 06:30:47 PM PDT

It never would occur to me to consider "Service Merchandise" fly-by-night; they used to be a quite reputable (and tech-savy) bricks-and-mortar retailer.

They had an interesting format - you'd take a notepad and walk around the store, writing down item numbers, then go to either a green-screen terminal or a cashier, specify what you wanted, pay, and then they'd pull it and you'd pick it all up at the pickup window.

[ Parent | Reply to This ]

Oops[ Parent | Reply to This ] (none / 0) (#13)
by foxyshadis1 on Tue Oct 31, 2006 at 07:16:47 PM PDT

In that case I apologize for my comment, I thought you were talking about one of the types I brought up because I'd never heard of them, and it sounds like the sort of name those semi-scam companies like to use. I see they've been around for quite some time. Interesting concept, too.

[ Parent | Reply to This ]

Ah[ Parent | Reply to This ] (none / 0) (#18)
by Anonymous User on Wed Nov 01, 2006 at 07:48:28 PM PDT

"They had an interesting format - you'd take a notepad and walk around the store, writing down item numbers, then go to either a green-screen terminal or a cashier, specify what you wanted, pay, and then they'd pull it and you'd pick it all up at the pickup window."

Ah. So, they were the IKEA of computer stores then? :)

That would explain a great deal. (IKEA too has things constantly out of stock, not shipped, etc. -- they stay afloat because they compete on price in a big-ticket market, without abysmal product quality. Service quality, on the other hand...)

[ Parent | Reply to This ]

Service Merchandise was a general retailer[ Parent | Reply to This ] (none / 0) (#28)
by whitefang on Thu Nov 09, 2006 at 01:31:00 PM PDT

i.e. They sold regular merchandise like the hard goods sections of Walmart, Kmart, Target ... The idea was to have a 'showroom' of what you're looking to buy and then they'd pull it from their warehouse area. Saved you from walking several miles looking for what you wanted. I believe Service Merchandise went out of business and the remaining assets later purchased. The Service Merchandise dealt with online is not the same as the old bricks and mortar store.

[ Parent | Reply to This ]

Service Merchandise[ Parent | Reply to This ] (none / 0) (#34)
by Anonymous User on Wed Nov 15, 2006 at 02:10:33 PM PDT

"Used to be" is right.

[ Parent | Reply to This ]

Audio compnay support[ Reply to This ] (none / 0) (#14)
by Anonymous User on Wed Nov 01, 2006 at 06:53:31 AM PDT

Unfortunately this type of response, or lack of response, is too common these days. My approach is to call corporate headquarters and ask to speak with the office of the president. The office of the president is unsually staffed with people who understand problems and know how to get something done. This has worked in almost all cases. Good luck.

[ Reply to This ]

You're still a "showcase" installation[ Parent | Reply to This ] (none / 0) (#16)
by DavidBSpalding on Wed Nov 01, 2006 at 03:12:31 PM PDT

... Just the wrong kind. Feel free to send the office of the CEO a print out of this thread, explaining that you expect an executive with the firm to contact you directly. Provide your business card. Send via certified mail (usually gets a little attention) in a legal envelope (a little more attention).

Be cordial, positive, and optimistic. But hint that this is the last direct communication they'll get. I'll bet you a latte you get a phone call. ;)

[ Parent | Reply to This ]

Nice suggestion[ Parent | Reply to This ] (none / 0) (#17)
by Anonymous User on Wed Nov 01, 2006 at 07:45:31 PM PDT

With slight editing, "Send via certified mail (usually costs a little money) in a legal envelope (a little more money)".

Tell me, sir, do you work for the post office?

In the meantime, do you happen to know of an equally effective method that doesn't involve yielding up even more hard-earned cash, and discriminate against the poor?

[ Parent | Reply to This ]

thank you[ Parent | Reply to This ] (none / 0) (#37)
by Anonymous User on Mon Oct 06, 2008 at 07:04:26 AM PDT

Making Noise About Audio Support | 31 comments (31 topical) | Post A Comment

Recent Entries

A few things
15 comments

Thank you
19 comments

Ed Foster: 1949-2008
80 comments

Dell notebook turns into a Bad Buy
15 comments

Of Apple, Psystar users, and copyright
12 comments

The suspicious death of XP support
38 comments

More The Gripelog...

�Submit a gripe
�About the Author
�Email Ed Foster

Help Ed and his readers build these projects:
The Gripewiki
The EULA Library

Login

Make a new account

Username:

Password:

Live Gripes

Has AOL Changed Their Ways?
52 comments

A Nestle SweeTarts Conspiracy
205 comments

AT&T Kills "Bad" Username
211 comments

DESPERATE! AOL HAS TAKEN OVER MY COMPUTER
285 comments

parkingticket.com SCAM on refunds
195 comments

Don't let Net Enforcers Ruin Your Day.
108 comments

More Live Gripes...

Sign up for my newsletter

To have my column automatically e-mailed to you, submit your email address in the form below. Of course, I will not turn your address over to any other party or send you any unrequested e-mail.

Infoworld Blogs

• Jon Udell
• Kevin Railsback
• Paul Venezia
• Bob Lewis
• Tom Yager
• Ed Foster
• Enterprise Mac
• The Storage Network
• Database Underground
• Open Sources
• Zero Day
• InfoWorld Daily
• Grid Meter
• Real World SOA
• SMB IT
• IT Troubleshooter

Recomended Sites

The AFFECT Coalition
Electronic Frontier Foundation
Electronic Privacy Information Center
Free Software Foundation
HearUsNow.org
Public Knowledge
StopBadware.org

Jeff Angus
Ben Edelman
Dan Gillmor
Bob Lewis
Brian Livingston
Freedom to Tinker
Lawmeme
PC World's Techlog
SunBeltSoftware Blog
Troubleshootsers.com

Rss Feeds

How this works
• Top News
• Columnists
• Tech Watch
• Test Center Reviews
• Applications
• App Development
• E-Business Solutions & Strategies
• End-user Hardware
• Networking
• Operating Systems
• Platforms
• Security
• Standards & Protocols
• Storage
• Telecommunications
• Wireless
• Web Services

create account | faq | search