Tag: customer service

8 Nov 1997 – There are heaps of useful information on the Adaptec web site, though if you start out at the main home page it’s hard to find the CD-R/CD-RW stuff. If you want to look at it, try this URL: http://www.adaptec.com/support/cdrec [link no longer works] It gives you rundowns (not always complete or… Continue reading Fanmail (I’m Blushing)

I’ve spent probably half of my working life answering email. And therein lie a number of tales… Some people were convinced I had to be mailbot, because I answered so quickly. As I told them: “If we had a mailbot this good, we’d be selling that instead of CD-R!” The Unexpected Response It seems that… Continue reading EMail Encounters: Anecdotes of a Professional Life Online

“People want to discuss your product or service online. If you don’t give them a way to do it, someone else will.” User to User Support by Derek M. Powazek – on WebTechniques The Adaptec discussion list was created in about 1996 as a way for users of Adaptec CD-R software to help each other.… Continue reading Discussion List: Early Experiences in Online Customer Communications

My presence in online public discussion groups dates back to the CompuServe forums I frequented starting around 1993, where I helped customers with Incat’s CD-R software, and CD-R technology in general. I was eventually invited to start a section specifically for Incat software. Then a friendly user wrote me: “Hey, you should be out on… Continue reading On the Usenet: Supporting a Company in an Online Public Forum

In response to complaints of censorship on the discussion list, Stan (a long time Adaptec/Roxio List recipient) wrote: Adaptec/Roxio has always ‘paid the freight’ for their own, honestly identified “moderated” <news group> & openly controlled forum. “Their” newsgroup exists as a wise, long term business decision to: 1) Cultivate real world user feed back –… Continue reading Subscriber Comments About the Adaptec Discussion List