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Conference 7.286::digital

Title:	The Digital way of working

Moderator:	QUARK::LIONELON

Created:	Fri Feb 14 1986
Last Modified:	Fri Jun 06 1997
Last Successful Update:	Fri Jun 06 1997
Number of topics:	5321
Total number of notes:	139771

2659.0. "WHERE TO SEND CUSTOMERS FOR HELP?" by NHASAD::FROMENT () Thu Sep 09 1993 16:36

    Just got a note from one of my managers. He received a call from an
    outside customer requesting help with a problem (we're in the FMC, so
    don't know where the customer got our number).  He tried transferring
    the customer to several numbers and they had all been disconnected.
    
    Can someone point us to the correct number to send customers to should
    this happen again.  The customer did end up hanging up and we would
    like to be able to at least point people in the right direction.
    
    Thanks in advance for any help.

T.R	Title	User	Personal Name	Date	Lines
2659.1	1-800-DIGITAL	SMAUG::GARROD	From VMS -> NT, Unix a future page from history	`Thu Sep 09 1993 16:45`	3
	The answer in the USA is 1-800-DIGITAL Dave
2659.2	Hope this helps	CSC32::MORTON	Aliens, the snack food of CHAMPIONS!	`Thu Sep 09 1993 16:45`	21
	What type of help did the customer need? If it has to deal with a hardware or software issue, and the customer has a contract, they should call 1-800-354-9000. This is the number for customers to get in touch with the Support Centers in Atlanta and Colorado Springs. If the Problem is for something not on contract. They are to call the Local office. If they call the Support Center, we will send them to the revenue generating desk and then back to the Local office. If the need is of a personal matter or local matter, then best to call the local office. Use the Digital Phone book to locate the nearest local office. Jim Morton Remote Support Colorado CSC
2659.3	Corporate customer relations	QUARK::LIONEL	Free advice is worth every cent	`Thu Sep 09 1993 17:19`	18
	Look in the inside front cover of the Digital telephone directory. There you'll see the following: Corporate Customer Relations The Corporate Customer Relations Department provides service to Digital customers who have questions and/or problems. If you receive a call from a customer and cannot answer their question or help them, please refer the customer to our office. Main number 508-493-7161 DTN number 8-223-7161 I have called these people myself from time to time and they have always been extremely helpful and resourceful. Steve
2659.4		CAPNET::MEDRICK		`Thu Sep 09 1993 17:35`	4
	re: -.1 Corporate Customer Relations has moved MKO: 1-800-332-4636 or DTN 264-0924
2659.5	Many thanks	NHASAD::FROMENT		`Thu Sep 09 1993 17:38`	6
	Thanks everyone - I knew I could count on this file for a quick response. Received some helpful info via mail also. Will keep these numbers on file for the future. Thanks again Judy
2659.6		VANGA::KERRELL	Pluck a Plump Plum	`Fri Sep 10 1993 04:05`	6
	If any doubt, rather than lose a call or keep them hanging on the phone, take their name and number (it's good to do this whenever you get a customer call, in case they get cut off). Do your searching then get back to them with the results and make sure the person they need calls them. Dave.
2659.7	If it is non standard try this one	BANKS3::DUKE		`Fri Sep 10 1993 13:00`	13
	If it is nonstandard system, configuration, etc. send mail to: SOLVIT::PSC_CUSTOM or PSC_CUSTOM @MKO Either way (VAXmail or All-in-One) it will get to the Custom Systems Quote Group. You will an akknowledgment within 24hours. If you don't receive an answer, I'll go across the hall and find out why. Peter Duke MKO1-1/D04
2659.8	Don't forget Shrewsbury	CSCMA::OBRIEN		`Fri Sep 10 1993 23:55`	6
	Re: -2 You forgot to mention the CSC site in Shrewsbury, Ma.
2659.9	USCSC Support	BSS::C_BOUTCHER		`Sat Sep 11 1993 02:02`	12
	If the problem is technical, the CSC is the place to go ... and it doesn't matter if you are talking about the site in ALF, SHR or CXO - they are all the same organization. If somewhat unsure, they can call the CSC number and request the "Manager on Duty" or MOD as we refer to it. That person is available 24x7 and may actually be residing in either of the three sites - but support for a problem can be drawn from any of the three as needed. If other than technical, the Corp. Customer Relations is great! Chuck Boutcher USCSC
2659.10		AIMHI::TLAPOINTE		`Mon Sep 13 1993 15:56`	7
	RE: .1 Sorry... wrong number.... 1-800-DIGITAL is either (1) an ordering channel or (2) a pre-sales number. If a customer calls with a "post sales" problem they should not call this number they'll just be refered to another number.
2659.11		DEMOAX::GINGER	Ron Ginger	`Tue Sep 14 1993 09:48`	11
	Only at Digital could a simple question like "where should a customer call" get 10 answers, with many different phone numbers. This is an apalling state of affairs and if we had a marketing function someone would surely fix it. There was a note around a couple years ago where someone in the Central region called each of their offices and asked for help on PCs. The answers ranged from jokes to useless. Today if you called any Digital office you would at best get a recording. We TFSO'd all the humans that used to answer phones and direct callers to the right person.
2659.12		ICS::BEAN	Attila the Hun was a LIBERAL!	`Tue Sep 14 1993 21:20`	3
	amen, amen, AMEN!
2659.13		QUARK::LIONEL	Free advice is worth every cent	`Thu Oct 14 1993 11:57`	6
	Re: .4 Those numbers are for US Customer Relations, NOT Corporate Customer Relations. Still, they're probably the ones to use for problems in the US. Steve