nervous? how quick must it be delivered?

[Emerald Tablet]

many of you know i install board computer read out software for customers during my daytime job. I advice people on what software and what board computer would sooth their wishes. I run a helpdesk for the people who use the products our company sells
I've been doing this for the last 7 years and i must say its all going well besides my usual complaining
The last years i have seen a change in people. It's like they are to darn hot on direct results lately
When you sell and service a product which promises return of investment people expect it today. When you promise to call people back they expect it to be within 5 minutes and when you call 10 minutes to late they are enraged by your bad service. When you promise a client specific adaptation in the software .. they want to have it on the same day they mentioned it.

I've seen it happen on these pages to .. people order a certain product and expect it to arrive tomorrow.
why the cant people just chill down !?

when i order a TV and its delivered within a month i find it quick enough .. when i order a vsti or vste and the developer tells me i found a bug and i will fix it and you will receive it a month later i would say "sure no problem" I'm not expecting his "problem solving" will go any better or quicker if i keep nagging about it

so tell me about you ..... what's your "level" of "service expectation" in terms of time ?

[CypherOne]

now

[whyterabbyt]

...and a free rocket car....

[M'Snah]

We'll just have to wait a couple of days to respond to this thread

[porpoise]

HI

Funny you should say that I currently have 3 pre-orders in (Wusik,PS1&another) #I am also waiting for T2,Devine V2 and KontaktV2 - I am like looking foward to them but dont have any thing negative to say - I mean they will arrive when they arrive, the only thing I don't like (although even this is forgivable!) is when a developer does a press-release on a piece of software that 6 months later is still no closer to arriving, it just builds up the ANXIETY TOO MUCH, wow - you know what I mean .

Porpoise.

[Caleb]

My expectations are quite often set by the promise.

There have become some standard SLEs (service level expectations ) by which companies can become measured I guess. Dispatch in 24 hours is usually one of them.

But if they promise Dispatch in a week then that's what my expectation will be unless they contact me and let me know there's been a problem.

Usually I don't really mind - it's a product I didn't have up until now so I'm not going to die if I don't get it in 10 seconds.

However, by the same token, I expect a company - whether it is a large company or a one-man developer to be respectful of me as a customer. I expect that problems will occur from time-to-time and I'm sure it's not personal, but I also expect to be informed.

I like my expectations to be managed at least to some degree.

I don't know where that puts me on your customer meter Remco.

Oh - and if someone says they will ring back in the context you put it in, I would not be pissed off with up to 30 mins, but I might start getting annoyed after 30 mins if waiting for that call is beginning to interfere with other things I have to do.

Caleb

[birrbits]

I blame microwaves and tivo

[ZioKiller]

the only thing I don't like (although even this is forgivable!) is when a developer does a press-release on a piece of software that 6 months later is still no closer to arriving

See Akai VZ8
See SpeedSoft VX7
...

[Hellbilly]

I'll get back to you on that....

[vurt]

as i dont beleive in time in the normal sense as a concept or rule.i expect all things when they are ready.
but they better be ready NOW!

[xoxos]

I'll get back to you on that....

mm, crash worship.

orders? i keep giving em but no one wants to take em so what are you gonna do eh.