Anyone open a service call with NetApp within the last week? I opened two last week. After closing the first call, I received an email with the subject "Your Satisfaction with Network Appliance" that contained a survey to evaluate my satisfaction with the call. Since I was happy with the outcome I decided to fill out the survey and sing the proaises of NetApp tech support. (I can be a real bastard when I have a problem and need their help and I was hoping this would somehow make up for that in the cosmic scheme of things.) That done I deleted the email and went back to pretending to work.
The next morning, after closing my second service call, I received another email survey from NetApp. (Actually, the email says NetApp "engaged CustomerCast, an independent research company, to conduct the following short email survey".) I decided that since I just sent out a glowing report I could ignore this surevey. ...But I was wrong!!!
Every morning since I colsed the call I've received this survey. I even called NetApp yesterday to see if this could be stopped and this morning I received two copies of the survey! Does anyone know who I can call? Where to I send my first born to put and end to this? The email address we have listed with NetApp is an internal mailing list (so the other 6 people in my group can handle issues if I'm out) and I'm getting nasty grams... :(
Getting spam'd by some weasely little con-artist trying to get me to take part in a "MAKE MONEY FAST" scheme is one thing, but I certainly don't expect this from a company I do business with.
jason
--- Jason D. Kelleher kelleher@susq.com Susquehanna Partners, G.P. 610.617.2721 (voice) 401 City Line Ave, Suite 220 610.617.2916 (fax) Bala Cynwyd, PA 19004-1122
"kelleher" == Jason D Kelleher kelleher@susq.com writes:
kelleher> Anyone open a service call with NetApp within the last week? kelleher> I opened two last week. After closing the first call, I kelleher> received an email with the subject "Your Satisfaction with kelleher> Network Appliance" that contained a survey to evaluate my kelleher> satisfaction with the call.
I had received a bunch of them some time back, but never got around to filling them out. Today, I found 4 of them, for semi-recent tickets. I was planning on filling out at least one of them, but now I'm not so sure.
I'm sure they'll fix this around the same time they get a sane phone menu setup.
K.
Quoth Kendall Libby:
kelleher> Anyone open a service call with NetApp within the last week? kelleher> I opened two last week. After closing the first call, I kelleher> received an email with the subject "Your Satisfaction with kelleher> Network Appliance" that contained a survey to evaluate my kelleher> satisfaction with the call.
I had received a bunch of them some time back, but never got around to filling them out. Today, I found 4 of them, for semi-recent tickets. I was planning on filling out at least one of them, but now I'm not so sure.
I have recieved one to three of these every night since opening the call. I filled out the form on the web the very first day. I have started sending them to my sales rep and postmaster@ccsurvey.com, but have not heard back from either. NETAPP: GET THE DAMN THING FIXED!
Regards,
David K. Drum david@more.net
I've had three of these bloody things myself in the last two days. The ironic thing is that they all refer to calls I made over a month ago. Maybe Customercast should hire someone themselves to talk to the people they pester about how they feel ! I also tried deleting one, as it was a duplicate, but the damn thing kept coming back until I clicked on the url and filled out the form. The annoying thing is that every time I filled one out, my browser stopped responding and I ended up having to reboot my PC.
Maybe somebody somewhere derives some sort of perverted pleasure from this kind of thing (it's a bit like electronic stalking), but my vote is for scrapping Customercast.
Raymond Brennan, Renoir Development Team, Mentor Graphics UK,
Tel: 01635 811 411; Fax: 01635 810 108; e-mail: ray_brennan@mentorg.com
Anyone open a service call with NetApp within the last week? I opened two last week. After closing the first call, I received an email with the subject "Your Satisfaction with Network Appliance" that contained a survey to evaluate my satisfaction with the call. Since I was happy with the outcome I decided to fill out the survey and sing the proaises of NetApp tech support. (I can be a real bastard when I have a problem and need their help and I was hoping this would somehow make up for that in the cosmic scheme of things.) That done I deleted the email and went back to pretending to work.
The next morning, after closing my second service call, I received another email survey from NetApp. (Actually, the email says NetApp "engaged CustomerCast, an independent research company, to conduct the following short email survey".) I decided that since I just sent out a glowing report I could ignore this surevey. ...But I was wrong!!!
Every morning since I colsed the call I've received this survey. I even called NetApp yesterday to see if this could be stopped and this morning I received two copies of the survey! Does anyone know who I can call? Where to I send my first born to put and end to this? The email address we have listed with NetApp is an internal mailing list (so the other 6 people in my group can handle issues if I'm out) and I'm getting nasty grams... :(
Getting spam'd by some weasely little con-artist trying to get me to take part in a "MAKE MONEY FAST" scheme is one thing, but I certainly don't expect this from a company I do business with.
jason
Jason D. Kelleher kelleher@susq.com Susquehanna Partners, G.P. 610.617.2721 (voice) 401 City Line Ave, Suite 220 610.617.2916 (fax) Bala Cynwyd, PA 19004-1122
"Jason D. Kelleher" wrote:
Anyone open a service call with NetApp within the last week? I opened two last week. After closing the first call, I received an email with the subject "Your Satisfaction with Network Appliance" that contained a survey to evaluate my satisfaction with the call. Since I was happy with the outcome I decided to fill out the survey and sing the proaises of NetApp tech support. (I can be a real bastard when I have a problem and need their help and I was hoping this would somehow make up for that in the cosmic scheme of things.) That done I deleted the email and went back to pretending to work.
I find these e-mails annoying too. I got 6 of them this morning. They are sitting in the trash. I dont even bother to open them anymore.
I pointed out to the firm that takes the data that unless i keep a log of all calls i open and close (i don't) i have no idea what call they are referring to. The number doesn;t help me. They need to provide a one line synopsis of what the call was about. They gave me a polite "we'll think about that" reply - but nothing has changed.
I delete them without prejudice. They are a complete waste of time. I hope someone at NetApp takes note. It would be nice to find a way to not have these things constantly mailed to me.
Graham
On Wed, 3 Feb 1999, Graham Knight wrote:
It would be nice to find a way to not have these things constantly mailed to me.
:0: * ^From:.*surveys@surveycompany.com /dev/null
Or do they use From address designed to look like it's coming from NetApp ? (i.e. such that the rule would delete legitimate mail as well)
On 3 Feb 1999 11:30:59 -0800, James FitzGibbon james@ican.net wrote:
On Wed, 3 Feb 1999, Graham Knight wrote:
It would be nice to find a way to not have these things constantly mailed to me.
:0:
- ^From:.*surveys@surveycompany.com
/dev/null
Yes, procmail(1) is your friend (I thought I'd mention the name since everyone doesn't necessarly recognize a procmail rule :-D)
However, I tend not to drop them. I have for instance the following in my .procmailrc:
--- :0 c: * ^From: .*zdemail.com | (formail -rp "" -I"Cc:" -A"From: nobody@uu.net" -A"X-Loop: nospam@magic.metawi re.com" -A"Precedence: junk"; cat $PMDIR/spam_zd ) | $SENDMAIL -oi postmaster@zd email.com,zdup2_tm@zdemail.com,evmaint@zdemail.com,comdex@zdemail.com,postmaster @zd.com,netadmin@zd.com,nicadmin@zd.com,nictech@zd.com,nicbill@zd.com (this entry is repeated 10 times)
:0 A: zd ---
The Emails have to be carefully picked obviously. Note that netapp does not deserve the same treatment. In the above example, zd was sending obnoxious spams and dropped my request to unsubscribe. One bounce may be appropriate though.
Or do they use From address designed to look like it's coming from NetApp ? (i.e. such that the rule would delete legitimate mail as well)
then you can match on the subject line...
Marc
Oh, I can relate!! I am also completely overwhelmed by those surveys! I filled in one and ignored all the others.
this morning I received two copies of the survey! Does anyone know who I can call? Where to I send my first born to put and end to this?
Oh, this is too bad. Actually, I never received any *repeated* surveys after I deleted the ones I wanted to ignore.
Perhaps you should open a service call for this problem? :) (Sorry, just could not resist. :) Or may be someone from NetApp is actually reading it here?
The worst thing about those surveys is that besides the questions about this particular call, they *always* include tons of questions about tech. support in general, and really, I think we should not be asked to fill in those over and over again!
Regards Elena
---------------------------------------------------------------- Elena Samsonova e-mail: E.Samsonova@wxs.nl World Access / Planet Internet phone: +31 33 45 40 417 PO Box 2529, 3800 GB Amersfoort fax: +31 33 45 40 401 The Netherlands ----------------------------------------------------------------
On Wed, 3 Feb 1999, Jason D. Kelleher wrote:
Anyone open a service call with NetApp within the last week?
I've had a couple of trouble tickets open (and expediently closed, thank you) that have generated an e-mail request to fill out their cust sat survey. I filled the first one out (back in October), but not the second. Never received a second or subsequent notice bugging me about it. I hope this is just a glitch in their system.
I have two minor complaints about their implementation: the survey questions do not appear to be targeted towards the actual case, and I think they send out a survey for *every* ticket that has been closed.
One of the tickets was just for a replacement drive. The survey asked questions like the timeliness of the engineer's arrival on-site, or how often I would have liked updates from Netapp, etc. The survey could have been better tuned to ask more relevant questions, although this is probably their first crack at it.
We just started taking "moment-of-truth" surveys where I work, and one of the selection criteria is that any particular customer should not be contacted more often than once every 6 months for a survey. I can see the annoyance factor if someone has ongoing issues with Netapp, generating a new ticket each time (and prompting a survey request). Netapp should modify the process to throttle back the e-mails.
Overall though, the survey has been extremely successful for us. We are seeing 30x the participation rate compared to our old method of placing follow-up calls with a customer. Marketing loves it, the call reps love it... I don't blame Netapp for taking the same approach.
Besides the "question relavancy" issues, the only problem I have with these surveys, is that the e-mail does not give a summary of what the closed ticket was about.
Having a ticket number, ticket summary line and server serial number in the e-mail would save me from trying to guess which trouble ticket this survey was for. (And yes, I have had times I have had multiple tickets open.)
Brian Tao wrote:
On Wed, 3 Feb 1999, Jason D. Kelleher wrote:
Anyone open a service call with NetApp within the last week?I've had a couple of trouble tickets open (and expediently closed,thank you) that have generated an e-mail request to fill out their cust sat survey. I filled the first one out (back in October), but not the second. Never received a second or subsequent notice bugging me about it. I hope this is just a glitch in their system.
I have two minor complaints about their implementation: thesurvey questions do not appear to be targeted towards the actual case, and I think they send out a survey for *every* ticket that has been closed.
One of the tickets was just for a replacement drive. The surveyasked questions like the timeliness of the engineer's arrival on-site, or how often I would have liked updates from Netapp, etc. The survey could have been better tuned to ask more relevant questions, although this is probably their first crack at it.
We just started taking "moment-of-truth" surveys where I work, andone of the selection criteria is that any particular customer should not be contacted more often than once every 6 months for a survey. I can see the annoyance factor if someone has ongoing issues with Netapp, generating a new ticket each time (and prompting a survey request). Netapp should modify the process to throttle back the e-mails.
Overall though, the survey has been extremely successful for us.We are seeing 30x the participation rate compared to our old method of placing follow-up calls with a customer. Marketing loves it, the call reps love it... I don't blame Netapp for taking the same approach. -- Brian Tao (BT300, taob@risc.org) "Though this be madness, yet there is method in't"
-- Matthew Lee Stier * Fujitsu Network Communications Unix Systems Administrator | Two Blue Hill Plaza Ph: 914-731-2097 Fx: 914-731-2011 | Sixth Floor Matthew.Stier@fnc.fujitsu.com * Pearl River, NY 10965
Anyone open a service call with NetApp within the last week? I
...
Getting spam'd by some weasely little con-artist trying to get me to take part in a "MAKE MONEY FAST" scheme is one thing, but I certainly don't expect this from a company I do business with.
Oh the irony. We obviously need to debug and improve the processes with which we are attempting to debug and improve our processes.
Perhaps we should hire a second customer survey firm to help us measure satisfaction with the first. And then maybe a third firm to measure the second?
Dictionary definition of "recursion":
Noun. See "recursion."
Please bear with us. I can assure you that the intention is healthy. :-)
Dave
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Brian Tao -
Dave Hitz -
David Drum -
Elena Samsonova -
fubar＠mathworks.com -
Graham Knight -
James FitzGibbon -
Jason D. Kelleher -
marc_news＠merlins.org -
Matthew Stier -
Raymond Brennan