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Getting tech support

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patb
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I have searched the website all over and I have yet to find a phone number for tech support. There was a number listed for sales and I've called it 10 times and no one has answered. It gives an option to leave a message but no live person has actually answered the phone.

I am considering using some of these players in a commercial application that is extremely high profile and failure is not an option. If it goes well I could switch the entire company over to this for all future jobs. I need to talk to someone about the specifics to see which player will meet my needs. I also need to know without a doubt that I'm in the field trying to get the project finished that I can call tech support and get someone on the phone IMMEDIATELY to answer my questions. The send an email and wait 48 hours approach is not going to work when I have flown halfway across the country and I have two days to install and test the system.

In the past I have used Adtec, Alcorn McBride, Doremi and other HD players and I need to know that the tech support from Roku is at least on the same level as those companies. So far I am not impressed given that the only way to reach anyone is to send an email or post a message like this in an online forum. That is not the way for a business to handle tech support.

If I can't even get anyone on the phone when I'm interested in buying a product I don't have great hope that when my butt is on the line and I'm out on a jobsite that I am going to get the kind of support that I need. Where can I find a phone number for tech support and how can I actually get somone to answer the phone ???
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  • 0
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    RokuLyndon


    Pat,



    I sent you an email with my contact info. You can email me at <!-- e --><a href="mailto:lallydice@roku.com">lallydice@roku.com</a><!-- e -->, or call the # included.



    For any support requests, you can can call me directly, and that will be the case once you have the product in hand. I can provide contact information for others you can call as well.
  • 0
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    Patrick Hutchinson

    Likewise.....already bought 27 of these boxes for a customer and when it comes to support I have to send an email and hope someone comes back to me before the customer (quite rightly) rips my head off. They have a P1 incident and an incident meeting in 2hrs and all I can say is "I've raised a ticket by email". I have an order pending for a further 80 units with the same customer and dont have a cat in hells chance of getting it at this rate.

    The product is excellent but the support model stinks.

  • 0
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    Lyndon

    Patrick, our support is normally very responsive. Our turnaround time for initial contact significantly better than industry average. I know sometimes cases fall through the cracks, but it's in no way normal. We do prefer to start with email. But, we offer customers callbacks if it's clear email isn't working. We provide a number of faqs and tutorials to help get customers started. We also offer gotomeeting training on request so long as it's scheduled in advance. 

    You/customers can help cut down on the # of emails involved in fixing an issue by providing as much detail when you contact us. This includes unit info, firmware, brightauthor version. Additionally providing sample content and projects files helps. Finally, including information about specific symptoms you are seeing and what specifically you tried, and the results makes things easier.

    Lastly if there's a timeline or deadline involved, or if you're onsite, that information needs to be included, ideally in the title. Often, we find out 3-4 message into a case that someone is onsite. 

     

  • 0
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    Patrick Hutchinson

    Thanks for the response. However while each of the email responses I have received have been within a few hours and very helpful (not complaining about standard of support or level of training which was excellent, my complaint is with your support model) by the time emails have bounced backwards and forwards clarifying and asking further info it took 3 days to finally get a conclusion. This simply isnt good enough for a customer who's business is reliant on displaying media accross multiple site - effectivley their business was down for 3 days. Incidentally, as this was a critical issue, at the same time I raised an email support ticket I also purchased a call back so all avenues were covered. However by the time my "shopping basket" was processed and order "shipped" nearly two days had passed and by then we were nearing resolution via email.

    I would be willing to invest time and welcome an open discussion with Brightsign regarding how best you can support your products, if I thought it would make a difference, as your product is excellent. But my current view is;

    a) Email support - Standard is good as it can be, but perception is bad, and it is too slow and "clunky"b) Paid Call Back - too slow to get initial response
    c) Priority Call Back within 4 Hrs - Way overpriced and gives wrong perception products are flakey and this is how you make your money
    d) Preferred option would be along the lines of what we get now for other manufacturers Enterprise devices where a device is purchased with option of Gold Support at a premium for a 3/5yr term including next day swap out and unlimited phone support.
    e) Alternative option is a Premium Rate phone line ($1-$2 a minute) to technical support that funds the call but cost directly relates to how stupid the caller is.  

    Lets be clear here, all I am trying to do is sell your product. You can disagree all you like but the fact is the perception of your support model is losing you business. But you can ignore me. I am only trying to help. A real example of this is that I am having to type this on a public forum because I can not find anyone who I can express these opinions to voice to voice!!   

  • 0
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    Lyndon

    Patrick, if you let me know what part of the country you are located in, I'll have the sames manager for your part of the country contact you. You can discuss with them concerns about product support, and what kind of solution you are looking for. I know we have sold support packages in the past.

    Some of our distributors do offer direct support for brightsign customers that purchase directly through them. I think a discussion with one of our sales managers will help identify what would work best for you and your customers. Additionally, they can also forward your feedback on our existing support model.

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