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Re: Removing the date on the AV Tapes

Having just returned from the road all week I too am late to read this
dissertation.  I agree with Larry's statements.  Please expect the "setting
of customer expectations" to be a topic of discussion at the sales meetings.
-----Original Message-----
From: Larry Dix <ljdglobal@gesn.com>
To: support@gesn.com <support@gesn.com>
Date: Thursday, October 26, 2000 12:03 PM
Subject: RE: Removing the date on the AV Tapes

>After reading all of the threads of this message, I feel bad that I have
>been out of the office for the first part of this week.  The issue being
>that I do not believe that support should ever go on record as saying we
>should make a customer suffer.  I do however, believe in being compensated
>for the valuable time that is spent in regards to a problem that was
>customer created.  If we have the means and knowledge to make that customer
>look good and in turn we are duly compensated, then that is the policy that
>we will follow.  We are a very peculiar organization in the fact that
>sometimes we go out of our way to not bill a customer, when in fact if we
>set the correct expectations with the customer, a bill for our services
>would be welcome in the absence of having the customer look bad.
>-----Original Message-----
>From: owner-support@gesn.com [mailto:owner-support@gesn.com]On Behalf Of
>Tyler Links
>Sent: Monday, October 23, 2000 11:56 AM
>To: support@gesn.com
>Subject: RE: Removing the date on the AV Tapes
>We should do nothing here.  The client should suffer.  We should not be
>spending valuable time this close to the election creating and installing a
>new ABasic file because the customer's "forgetfulness" (leastways, not
>without charging an obscene amount of money).
>-----Original Message-----
>From: owner-support@gesn.com [mailto:owner-support@gesn.com]On Behalf Of
>Mike Brown
>Sent: Monday, October 23, 2000 10:29 AM
>To: support@gesn.com
>Subject: Removing the date on the AV Tapes
>Beth Kish in Cobb county has forgotten to change the date in GEMS, and now
>she has a date problem on her AV tapes.  She is becoming very insistent
>we find a solution for her forgetfulness.  She would be happy if we could
>just remove the date from the tapes all together.  Are we able to modify
>A-Basic file for her to remove the date stamp on the tape?  What is the
>course of action. I have already told her we can't be changing anything
>late in the game, but as usual the client is getting persistent.