[BC] so who do you count on 24 hr support?

[Kevin Trueblood]

I had to call RCS a couple of months ago for tech support about midnight or so.  That really threw me off when the guy answered the phone in a thick Australian accent "Good afternoon RCS!"  Took me a minute to figure that one out...

I'll agree that BE's tech support has improved.  I was very shocked during a Vault 2 installation a few months ago to be able to get directly to the after-hours tech.  That never used to happen.  What usually ends up happening now is I'll get a tech's email and we'll just start emailing back and forth on the problem.

Since our group changed to Google Scott Studios, I will say that I have been more than impressed with their tech support.  We've had a good handful of glitches, and I've always been able to get directly to a tech, and usually I've been working with the same two people.  They will figure my problem out, write a patch for the software, and have the new build sent to me relatively quickly.  

Kevin Trueblood
Operations Manager
Great Plains Media - Bloomington, Il
WDQZ-WYST-WRPW
ph:  309-888-4496
fax: 309-452-9677
kevint at greatplainsmedia.us



Message: 16
Date: Sat, 27 Oct 2007 20:25:53 -0700
From: "Chad Owens" <thechadowens at gmail.com>
Subject: Re: [BC] so who do you count on 24 hr support?
To: "Broadcasters' Mailing List" <broadcast at radiolists.net>
Message-ID: <7f4ab91a0710272025hfaf8fc5x5cdace488a8964 at mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1

I see that Audio Vault has changed from using some Answering Service to
actually ringing to a tech on call. There would situations where I was off
the air for over two hours before I received a call from support. About a
year or so ago, it would a two or more days before I received a call back.
Called tech support last week and got right through. Amazing how things
change.

I do deal with Prophet a lot and 24/7 is nice. With the RCS side, sometimes
it gets frustrating to have to talk to Brazil or Australia after hours.