Archive for May, 2007

Didn’t receive a response to your email? Please read.

Posted on: May 24th, 2007 by Michelle Stramel 2 Comments

One of the many things we work at doing well at Laridian is to respond to customer support emails as quickly and accurately as possible. How quickly is determined by when we receive the message and how many other messages are pending. Email is responded to at different times throughout the day depending on who is working tech support that day. Messages left after normal business hours are often responded to in the evening, but may have to wait until the next day.

How accurate the response is determined by the information supplied. Just saying “it doesn’t work” doesn’t help us to help you. We need detailed information on what’s not working, how it’s not working, and what you’ve tried to resolve the problem before contating us. The make and model of your PDA is also helpful since some issues are PDA specific.

Sometimes, though, an unexpected breakdown can occur that befuddles our best laid plans. That’s really what this blog article is about. Yesterday (May 23), we discovered that the email replies being sent were not actually being received by our customers. It was discovered when we started receiving numerous messages from customers stating that they never received a reply to a message sent previously. Since I know they’ve been getting answered promptly (I handle the email replies), that was a concern and some further investigation was done. A problem was found and has been fixed.

If you sent us a message between May 14 – 23 and did not receive a reply, please accept our apologies. I will be working through all messages sent during that time frame and will be resending those replies. I expect to have it completed by the end of the business day, May 24th. If you had sent an email during that time frame and you still have not heard from us by May 25th, please resend your message and it will be answered during our normal business hours.

We do apologize for the inconvenience and appreciate your understanding.

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