Hi Jason,

My name is Alistair Skinner. I run the global support center at Network Appliance, and was passed your comments concerning the "hold muzac". Thanks for the feedback, I would guess there are two issues:

(1) why do we have to keep you on hold so long?

We have put in place several initiatives around improving our staffing, scheduling, training, processes, and systems which we expect to improve service levels over time. In the last few months we have hired 10 more staff, defined a more rigorous initial training program, and worked to eliminate our backlog of cases. Although our average holdtime is now 3 minutes, we know there are quite a few instances where customer have had to wait much longer, so we will keep tuning our goals, scheduling, and processes to provide more consistent response.

(2) if we do have to keep you on hold, can't we play something better?

We knew people were having trouble with Kenny G, so we changed recently to a longer sample of different music. However, it sounds like that isn't cutting it either, and so we are purchasing an audio feed card for our Aspect phone system. This will allow us to have a live feed instead of a loop. Based on your feedback, I'll see what we can do about accelerating its delivery and installation.

Alistair

Alistair Skinner Network Appliance alistair.skinner@netapp.com 408-367-3869

-----Original Message----- From: Jason D. Kelleher [mailto:kelleher@susq.com] Sent: Monday, April 05, 1999 10:50 AM

5) Do you have the name and address of the person in charge of the hold muzac for the support line? The 5 minute loop of garbage is really ramping up my aggression level and I'd prefer to take it out on the person responsible.