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Old 07-18-2010, 10:43 PM #1
Jonathan@MacDev
 
 
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MacDev Customer Service Info/Discussion

Hey there everyone!

Some of you may have noticed the drastic changes in MacDev Support over the past few weeks. I am pleased to be the first to announce that we have just launched our new, innovative support desk to assure that all of our customers' requests are properly responded to in a timely manner. Not only will you receive timely responses like never before - but soon you will have access to our knowledgebase that will contain manuals, troubleshooting techniques, and answers to common questions. This is a great step forward in our ongoing commitment to improving MacDev customer support. Since we will be implementing a far more effective system of assuring timely responses and email monitoring, our representatives will no longer be responding to emails at their personal MacDev email addresses.

To get a quick and informative response, simply email support@macdev.net or visit www.macdev.net/support.

Best Regards,
Jonathan Halterman
MacDev Representative
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Old 07-18-2010, 10:44 PM #2
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Way to go Jonathan!
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Old 07-19-2010, 07:25 AM #3
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Old 07-19-2010, 09:04 AM #4
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this is awesome news.
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Old 07-19-2010, 04:41 PM #5
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cant wait to see how this goes!
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Old 07-19-2010, 07:32 PM #6
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Cool!
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Old 07-19-2010, 07:47 PM #7
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Old 07-19-2010, 08:46 PM #8
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Old 07-20-2010, 07:30 PM #9
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Just submitted a request, let's see how long it takes to get a reply
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Old 07-20-2010, 09:15 PM #10
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Sent my request at 8:29, got a reply at 8:57, and an update at 9:24.

I can't say I expected my issue to be taken care of, but I didn't get the type of answer/reason I expected.

It definitely was quick though
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Old 07-26-2010, 07:08 PM #11
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CS model???

I sent 3 emails to info@macdevusa.com, the first two were ignored.. On the third email I put ***Please Responed** as the preface to the title.. it worked. I received the generic "thank you for your inquiry...." at least I got something..

Some business help: Layoff the part time customer service person and find a 3rd party on-shore CS provider, like Alpine Access, and use a shared resource model for the same cost. I am curious as to what Macdev's business strategy is when the company doesn't seem to be in tune with taking care of it's customers. If Macdev needs to up it's margins to pay for good cs support, it could get away with it at the present moment. Another year of this will probably detiorate all but the most loyal of MD's customer base. PE doesn't have the greatest product and I personally think they are overpriced, but people rave about their CS and buy their markers.
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Old 07-26-2010, 08:30 PM #12
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Baker, we have not been using the info@macdevusa.com email for nearly a year... But thanks for letting us know that you were sending the emails to the wrong address as we'll be sure to do our best to inform everyone of the support changes (one of the efforts being this thread). Also, thanks for the business advice, I'd be very excited to pass your suggestions over to James on your behalf. I could have sworn that this thread was about our changes in customer support with our new email yet you're coming into the thread to rant about not receiving a response from info@macdevusa.com.

We would be glad to help you - just send an email to the right place:
support@macdev.net

If I can help you in any other way, simply send me a PM.

Best Regards,
Jonathan Halterman

Quote:
Originally Posted by baker5514 View Post
I sent 3 emails to info@macdevusa.com, the first two were ignored.. On the third email I put ***Please Responed** as the preface to the title.. it worked. I received the generic "thank you for your inquiry...." at least I got something..

Some business help: Layoff the part time customer service person and find a 3rd party on-shore CS provider, like Alpine Access, and use a shared resource model for the same cost. I am curious as to what Macdev's business strategy is when the company doesn't seem to be in tune with taking care of it's customers. If Macdev needs to up it's margins to pay for good cs support, it could get away with it at the present moment. Another year of this will probably detiorate all but the most loyal of MD's customer base. PE doesn't have the greatest product and I personally think they are overpriced, but people rave about their CS and buy their markers.
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Old 07-26-2010, 09:10 PM #13
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Originally Posted by Jonathan@MacDev View Post
Baker, we have not been using the info@macdevusa.com email for nearly a year... But thanks for letting us know that you were sending the emails to the wrong address as we'll be sure to do our best to inform everyone of the support changes (one of the efforts being this thread). Also, thanks for the business advice, I'd be very excited to pass your suggestions over to James on your behalf.

PS: I could have sworn that this thread was about our changes in customer support with our new email yet you're coming in here to rant about not receiving a response from info@macdevusa.com?

Don't get me wrong, I'd be glad to help you - just send an email to the right place:
support@macdev.net
Again, you support the customer service issues by declaring a customer service issue as a "rant". If you haven't been using this email for over a year, why is Macdev letting me spin my wheels and follow up by you correcting me as if I was an idiot. There are easy solutions that do not requiring extreme thinking outside the box, like a bounce back that says "thank you please use xxx@xxx.com, or maybe a redirect (i am technically illiterate but I know it exists).

Anyway.. who do i contact about getting a v3 valve for a droid and a bottomworks for a droid.. I also want to buy the rx blitz bolt..
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Old 07-26-2010, 10:21 PM #14
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Quote:
Originally Posted by Jonathan@MacDev View Post
Baker, we have not been using the info@macdevusa.com email for nearly a year.
That's not exactly accurate. That email address was in use up until May of this year when James announced that Jerry's email address was changed to jerry@macdev.net.
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Old 07-26-2010, 11:20 PM #15
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I think you are in a tough spot and it seems like you have limited degrees of freedom in which to operate. Pressing the issue isn't going to benefit either of us at this point.

Last edited by baker5514 : 07-27-2010 at 07:50 AM.
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Old 08-02-2010, 04:34 PM #16
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Quote:
Originally Posted by baker5514 View Post

Anyway.. who do i contact about getting a v3 valve for a droid and a bottomworks for a droid..
I didn't even know about the V3 valve, but was wondering the same thing about the bottomworks...

Last edited by asfaraslogic : 08-02-2010 at 04:41 PM.
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Old 08-02-2010, 05:56 PM #17
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rxbottomworks are not avalable no more i talked to them and they only have rx2 glad ,, i want to buy one too any tech or someone can find me one
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Old 08-03-2010, 02:58 PM #18
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hey I've emailed and called for the last couple days on the status of my droid, would pming somebody get me answers quicker because i still have not received any replies from any of the different emails i send.

any kind of reply would be appreciated
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Old 08-03-2010, 03:00 PM #19
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hey I've emailed and called for the last couple days on the status of my droid, would pming somebody get me answers quicker because i still have not received any replies from any of the different emails i send.

any kind of reply would be appreciated
Have you tried using the support form at http://macdev.net/support ?
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Old 08-03-2010, 03:08 PM #20
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Not yet! I've emailed the old and new email and called

ill give that one a shot too, thanks
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Old 08-03-2010, 04:14 PM #21
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I am having probloms get a hold of anyone. my clone is in need of the updated grips. and the power bottom is whereing away fast to is there an update of that? I have called and emailed jerry two weeks ago but have heard nothing.
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