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The Boycott Network can receive thousands of responses to a given alert or article and we’ll always attempt to give balance to the pros and cons. With respect to the “Evergreen” expose, the ratio of support for our report has been running approximately 50:1. Following is one of the “1s” giving high marks to Evergreen. However after we first read it, we thought it was a tongue-in-cheek parody on Evergreens dismal tech support. The writer (whom we will keep anonymous) agrees that Evergreen’s upgrade destroyed his BIOS, but praises Evergreen’s tech support for working on it until they had his computer up-and-running again TWELVE weeks later! Editor’s Note: Now I don’t know about you, but if a company’s product destroys my computer’s operational status and then takes TWELVE weeks to get it repaired, they’ll never get any
praise from me! Reprinted With Permission November 22, 2001 Dear Management & Staff: This correspondence is sent to you so that I may express my appreciation for your great support during my home computer crisis (reference call #72152 and RA #22145). I was very impressed by your customer service, kindness and consideration of events while I was attempting to upgrade my 200mhz system using your 400mhz upgrade processor package. As you may know, I was attempting this upgrade using the 12-step instruction guide when my BIOS was destroyed during the flash upgrade in step 4. Your thoroughness in isolating and fixing the problem was outstanding. I was able to get up-to-date status and information on a weekly basis until I received my new components back through Federal Express. I really appreciate your company replacing the BIOS and ultimately the motherboard by selfishly giving me a better motherboard than I had. I also appreciate that you installed the upgrade processor before sending the motherboard back to me. Your company did not attempt to place blame, but just tackled the problem. Superb customer service! In these times of companies using phone menu systems, I welcomed and am very happy that your company opted not to use such a menu system so that customers like myself can be connected immediately to a customer service representative without having to choose any phone options. What a breath of fresh air! Now I want to express my gratitude to a couple of your employees, Daniel Stoyer & Scott Ames. These are the two gentlemen that I did most of my correspondence with and they showed that they are the ultimate customer service representatives. Always polite, informative and caring during my many inquiries and questions. I believe I talked to another individual, but his name escapes me, my apologies to him. A special thank-you also goes to the technicians that worked feverishly on my motherboard and components. Please pass on to these employees, whatever reward system you have to express my appreciation for their dedication to work ethics and customer service. Overall, I was without my system for nearly 12 weeks (some of that time was before I first contacted you), but I didn't get flustered since I was confident that your staff was doing everything possible to expedite the situation. My system has been back up and working for a couple of weeks now and I am very pleased at its improved performance and response times. Again, thank you so much for your professionalism and dedication to customer satisfaction. I place your company at the top my list of superior companies. Sincerely, Glenn To return to the “Successes”, click HERE To return to the “Active Boycotts” index, click HERE To return to the HOME page, click HERE To leave a comment, click HERE To join our confidential email list, click HERE To navigate further throughout the Boycott Network, please use the links on either side of this page.
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