Canned Response
I love my new PDA, but I am having some problems with one of its PC programs. The Intellisync Lite program updates Microsoft Outlook on the PC from data entered on the PDA. For some reason my PDA notes don’t synchronize with my work PC. Attempts to configure it properly cause errors. The software is not written by my PDA manufacturer Sony, but they are supposed to be the technical support for it. Sorta like you have to call Dell even for problems with Microsoft’s Windows.
Like most software vendors, both Sony and Intellisync have “Knowledge Database”s where you can search their website for solutions to problems encountered by other users. I searched those first because that sometimes provides instant gratification.
I tried lots of search terms but got no hits, so I crafted an extremely detailed description of the problem and submitted it on Sony’s site.
Below is a paraphrased summary of my exchanges with them. Each line is really a separate e-mail spaced, on average, a half day apart.
Me: “Sony, I have a problem that is not on your knowledge database.”
Sony: (automated)”We have received your request and we will get back with you.”
Sony: “We searched the database and this (link to webpage)is your problem.”
Me: “No, that is not my problem. Here’s why. Did you read my original question?”
Sony: (automated)”We have received your request and we will get back with you.”
Sony: “Sorry. We searched the database and this (link to another webpage)is your problem.”
Me: “No, that is not my problem either. Here’s why. Did you read my original question?”
Sony: (automated)”We have received your request and we will get back with you.”
Sony: “Very Sorry. You’ll have to call us to solve your problem.”
(Knowing that they wouldn’t be able to help, I went onto…)
Me: “Intellisync, I have a problem that is not on your knowledge database. Sony can’t help.”
Intellisync: (automated)”We have received your request and we will get back with you.”
Intellisync: (automated)”We have an answer to your request on our website now.”
Intellisync: “We searched the database and this (link to webpage)is your problem.”
Me: “No, that is not my problem either. Here’s why. Did you read my original question?”
Intellisync: (automated)”We have received your request and we will get back with you.”
Intellisync: (automated)”We have an answer to your request on our website now.”
Intellisync: “Oh. We’ll have someone e-mail you later.”
And that was two days ago. Hopefully more to come…