[RE-wrenches] XW SERVICE

[tump at hughes.net]

Well fellow wrenches Xantrex "for reasons beyond their control we are closed today" Now that's what I call customer service! 
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-----Original Message-----
From: "mick abraham" <mick at abrahamsolar.com>

Date: Thu, 14 Aug 2008 14:37:31 
To: RE-wrenches<re-wrenches at lists.re-wrenches.org>
Subject: Re: [RE-wrenches] XW SERVICE


Peter wrote:

"Once I have drilled-up (?) the organization to the product 
 manager level I have experienced timely and more than adequate support."

Mick says: I have two suggestions for Xantrex that might help:

(1) Emulate the manufacturer of my (fairly high end) computer printer. When I
call 800-Lexmark, one of the first automated choices is like "select 4 if
calling about color laser printers). When I make that choice I go to a
completely different support track from all those callers who bought the $79
inkjet printer. I respectfully point out to Xantrex that their new XW product
line "ain't no X-Power". High end products deserve a better level of product
support compared to their budget grade brethren.

(2) If it takes awhile before Xantrex phone support can be made to work
faster, please get some new music on hold. That one jazz tune is catchy, but
when it loops around for the fifteenth time it does little more than remind
the customer about how long the wait time is.

Mick Abraham, Proprietor
www.abrahamsolar.com
Voice: 970-731-4675

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