Yes agreed. Its very poor I’m my experience. I use tech support all the time and so will know at the first hurdle what type of company I’m dealing with. Things to check with the first response to your tech support query:
Canned Responses
Did they read your email
Who did they sign the email, is there a name, role, telephone number or email address?
Based on my experience with SEED the support (for SenseCap lorawan sensor) the answers to the above questions were. Yes, No and Nothing. To make it even worse thy have link at the bottom of the email where you can only award them a gold star and that is worded to trick you in giving them that! that’s right you cant give bad feedback
How to proceed with a bad support response:
- Ignore the person who emailed you and ask for an escalation based on that you are unhappy with the tech support service as a whole.
- Use sarcasm - let them know politely you are not happy, be direct and embarrass the person - seems harsh, it normally works but as entrepreneurs, engineers, designer’s, testers and integrators we don’t have time for this quite frankly disrespectful approach to those who write detailed technical polite emails asking for support.
SEEED SenseCap should think very strongly how to change their technical support approach to respect their customers. If the company thinks that coding advice can be given by someone who has no technical experience and no technical qualifications what’s so ever in the senior management team…oh my.