From: Darby Weaver (darbyweaver@yahoo.com)
Date: Fri Jun 15 2007 - 23:26:53 ART
All,
I'm going to tell you a I have had similar issues with
IE in the recent past. And while in the past this was
quite negative and I was just about ready to give up
since it felt futile anyway - I figured I'd let them
know how bad I was feeling.
This very morning, I was writing a response to this
thread and it was going downhill very fast - I felt
badly about my own words. But it was how I felt about
my recent experiences earlier this year so it was
genuine.
But I was also reminded from my own words and
recollections that every single time I had spoken with
someone from IE via email, chat, or on the phone, they
were always calm, professional, courteous - every
single time and willing to try to do whatever it took
to make things right. Every single time as a matter
of fact. Never a cross word, not even once (I have
been a customer since they started Internetworkexpert
and still have a T-Shirt)
So... instead of sending my words here, I thought
better of it and sent them to the Brians, since they
now have a staff and since I had told no one about my
string of unfortunate experiences and just plain bad
luck. I figured they may not even know what had
transpired and why would they, if I had simply said
nothing, which is about the sum of it.
Now both the Brians took the time to email to me
personally and Brian Dennis even offered to help me
personally in order to help correct things.
Their service manager, Mike, spoke with me for about
an hour and not only listened to what I said, he came
prepared to reimburse me or make things better. I
spent my money and have never been displeased with
their products in terms of quality, price, or content
(We all know that the product is very competitive,
among the best available, and innovative as well.) So
I figured it would be worthwhile to give them a chance
to correct things or just give me a sense of value for
my purchase. Mike took the time to not only listen to
each of my concerns and frustrations, but offered a
working solution to each concern - HE CAME PREPARED
NOT ONLY TO LISTEN BUT TO OFFER SOLUTIONS AND TO BE
THE GO-TO GUY TO RESOLVE ANY ISSUES IN THE FUTURE. I
believe he was sincere and he made me feel that IE has
been and is continuing to make qualitative
improvements with regards to their entire process,
products, and customer advocacy program.
The Brians came through in spades and their entire
team helped turn my experience around. Now things
could still go south but from what Mike told me and
from what Brian Dennis said and how they handled
themselves even when dealing with someone who was
beyond frustrated, I have a new sense of respect for
them and their ability to do the right thing when it
comes to taking care of their customer.
So if you don't know me by now, I'll let you know how
it goes, but as always, I do prefer to be positive and
I love it when one of my favorite vendors takes a
stand to be better.
If they are doing this for everyone, and I am sure
they are, then you can bet we are going to see a new
perspective from InternetworkExpert from now on and
all of as customers can apperciate it. And for all I
know they have been doing this for the last couple of
months but I was too busy to take note.
--- Benjamin Hill <ibennybravo@gmail.com> wrote:
> I couldn't agree more. Especially regarding point
> (2)
>
> Internetwork Expert were my personal favourite until
> i tried to actually get
> support from them. I bought both the CoD and
> workbook and had issues with
> both -not that this in itself is a problem . However
> when i tried to log a
> support call thats when the fun started...
>
> To cut a long story short, apart from auto-responder
> type emails, they were
> so unresponsive, I eventually went as far as calling
> them in the States (and
> over here in africa that means waiting up till late
> and paying costly
> long-distance calls). The guy i eventually got hold
> of was kind enough to
> assure me they were "aware of my problem"...
>
> That was as far as i ever got. Now, more than a few
> months down the line not
> only have they not (to my knowledge) resolved the
> issues - but they never
> even contacted me again., even if it was just to
> assure me that they were,
> still, "aware of my problem".
>
> Disappointed.
>
>
>
>
> On 6/14/07, anthony.sequeira@thomson.com
> <anthony.sequeira@thomson.com>
> wrote:
> >
> > Counting the peeps on the site is the last thing I
> would do when
> > choosing a vendor. In fact, I would never bother
> to do it.
> >
> > After passing using the materials of several
> vendors, I would recommend
> > the following:
> >
> > 1. Ask for a sample or tour of the product you are
> considering. Evaluate
> > the materials carefully.
> >
> > 2. Explore the Support options that are available
> with the vendor. Do
> > they have chat, forums, 800 numbers, etc. Are
> these actually monitored
> > by qualified employees of that company?
> >
> > Something else to consider is using multiple
> vendors. While vendors
> > certainly do not want to hear that recommendation,
> most here, including
> > myself, believe that some vendors excel at certain
> products compared to
> > others.
> >
> > Anthony J. Sequeira
> > #15626
> >
> > P.S. I used products from InternetworkExpert and
> NetMasterClass and both
> > were excellent. Support was lacking at
> InternetworkExpert, but I believe
> > they have that solved now.
> >
> > -----Original Message-----
> > From: nobody@groupstudy.com
> [mailto:nobody@groupstudy.com] On Behalf Of
> > Narbik Kocharians
> > Sent: Thursday, June 14, 2007 4:00 PM
> > To: Brian Dennis
> > Cc: Brent Royster; ccielab@groupstudy.com
> > Subject: Re: training material question
> >
> > Brian,
> >
> >
> >
> > You have a point, but what you fail to mention is
> the following:
> >
> >
> >
> > Your statement does NOT reflect the truth; it
> fails to mention the
> > actual
> > number of passing students relative to the number
> of attendees, which I
> > would surmise to be a low percentage.
> >
> > If Vendor-1 has 10 students and 3 pass, Vendor-1
> has a passing
> > percentage of
> > 30 percent. But if Vendor-2 has 100 students and
> only 16 pass,
> > Vendor-2's
> > ratio is 16 percent, that does not mean that
> Vendor-2 has a better
> > product,
> > from Vendor-2's perspective, it has 16 passing
> students versus 3, but
> > the
> > truth of the matter is that Vendor-1 has a better
> percentage and
> > product.
> >
> >
> > On 6/14/07, Brian Dennis
> <bdennis@internetworkexpert.com> wrote:
> > >
> > > You can get a good idea as to the number of
> people that are passing
> > > using a particular vendor's products and classes
> by looking over their
> > > CCIE lists and customer feedback. As a side
> note any vendor that
> > tells
> > > you it doesn't matter how many people are using
> their products and
> > > classes to pass the CCIE lab won't have a long
> list of CCIEs on their
> > > website ;-)
> > >
> > > --
> > >
> > > Brian Dennis, CCIE4 #2210
> (R&S/ISP-Dial/Security/SP)
> > > bdennis@internetworkexpert.com
> > >
> > > Internetwork Expert, Inc.
> > > http://www.InternetworkExpert.com
> > > Toll Free: 877-224-8987
> > > Direct: 775-745-6404 (Outside the US and Canada)
> > >
> > > -----Original Message-----
> > > From: nobody@groupstudy.com
> [mailto:nobody@groupstudy.com] On Behalf
> > Of
> > > Brent Royster
> > > Sent: Thursday, June 14, 2007 7:06 AM
> > > To: ccielab@groupstudy.com
> > > Subject: training material question
> > >
> > > I am interested in buying one of the class on
> demand options from
> > > multiple
> > > vendors. Its mentioned on the websites that
> these are like full
> > > bootcamps.
> > > has anyone who passed the lab used this
> material? If so how well
> > would
> > > you
> > > rate it?
> > >
> > >
> >
>
This archive was generated by hypermail 2.1.4 : Sun Jul 01 2007 - 17:24:49 ART