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May 29, 2004, 6:12am

Where has it gone?

I've emailed ActiveWorlds Incorporated about three times, and only once have
I recieved a reply... The other two emails are either lost or ignored...

Two of these emails to info at activeworlds.com (Once replied, Once not)
and one to support at activeworlds.com (No Reply)

.... I have attempted to phone them (978) 499-0222 and it just kept ringing
.... I Wonder where Customer Service and Support has gone?

Hello?
You there?
Loooo?


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Ry
www.zenithblu.net

May 29, 2004, 7:09am

How long have you waited for a reply?

May 29, 2004, 8:12am

About two weeks.

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Ry
www.zenithblu.net
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May 29, 2004, 11:59am

oh they took an early start on the memorial day weekend :)

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May 29, 2004, 12:20pm

They did?
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Ry
www.zenithblu.net
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May 30, 2004, 6:49am

I understand that MA has fallen into the Atantic. Support is now being
handled by www.IwillnotReply.com . ;-"D



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May 30, 2004, 7:25am

lol

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Ry
www.zenithblu.net
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May 30, 2004, 3:46pm

You need to call them direct if you expect to get anywhere with them, and be
prepared to be on the phone at least 15 mins...or longer to resolve. You
have to be vigilant in getting through to someone, and not just be leaving a
message. Emails take too long for them to answer, and if you email on a
friday, it won't be seen until Monday or later in the week, if then.

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Jun 1, 2004, 4:55pm

What day and time did you let it ring and ring?


E


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Jun 1, 2004, 4:56pm

And what was the problem?

E


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Jun 1, 2004, 8:34pm

....and ring

-SWE

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Jun 2, 2004, 5:05am

Humm

when I had my world server problem I emailed aw.ici using the support email.
Had no response. Then telephoned around 5pm GMT a week later to find out
where the server was been connected to the uniserver and was told to email
as no one was there to answer. A waste of money in that call.

If it was not for Andras finding the info out My world server still would
have had problems 6 weeks later as no response was obtained from using the
email sysstem.

perhaps a goat sacrificed to some god might have got a response.

O yes when i got the info the problem was solved in 15 min.Mind you Bill did
help with another problem very fast and all credit to Bill but not by using
the support email...


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Jun 2, 2004, 9:07am

I'm not getting answered either via email or grams :o{

LNH



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Jun 2, 2004, 10:01am

You need to call between 9 am and 4 pm EST, they are in Massachusetts. I
have never had a problem getting to talk to someone directly calling during
these time. Mondays are exceptionally busy for them, but if you call on a
tues, weds, or thurs you should get through just fine.


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Jun 2, 2004, 10:02am

You need to call.....directly

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Jun 2, 2004, 4:36pm

Well if I call then it costs me right? It's not toll-free is it?

Anyway, my point is I would think it would be cheaper and easier for them/us
if they got/answered emails. I'm not sure they are getting them is the
problem. I've tried gramming MM several times with no response ... she use
to be really good at replying to emails and grams so I'm thinking there is a
problem with their email server. It is way out of character for MM not to
answer, even if she's very busy she gets back to ya relatively quickly ...
or at least, she use to.

I've emailed beta at activeworlds.com to be added to the group. That was weeks
ago and I've not received a reply yet. So, either they didn't get it, or
they got it and just don't bother to reply? Even a simple auto-responder
would be nice, so at least we know they received the email? I realize it's
*special testing* now but the point is a reply that they received my email
would be nice.

AWI ... how about using email auto-responders at least?

LNH



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Jun 2, 2004, 4:38pm

I stand to be corrected possibly, but I think the 3.6 beta folks were
selected as opposed to people applying this time?


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Jun 2, 2004, 4:57pm

Maybe AWI should try and invest in a helpdesk/ticket system such as
PerlDesk (http://www.perldesk.com). There are many that are open source
(free).

Instead of just e-mailing them, you could go to a section on the AWI
site, select which department you want to contact (billing, support,
beta, etc.), select a priority rating for your issue (usually 1-5,
meaning very urgent or not very important), and type in whatever problem
you are having.

Each request that a customer enters is called a "ticket" and can be
"opened" or "closed" and thus the problems tracked. Helpdesk systems
usually integrate into e-mail systems very easily, too.

Depending upon the helpdesk system used, if you send an e-mail to
support at activeworlds.com, it could create a ticket from your e-mail and
reply automatically saying AWI has received your message and will reply
within 48 hours or something.

Builderz
http://www.3dhost.net

Jun 2, 2004, 5:00pm

After writing that post, I just checked the AWI site and they something
similar at http://www.activeworlds.com/tech/contact.asp :) But it seems
to be a custom support system/script and I don't see a priority rating
(1 to 5 for example) for customer issues.

Builderz
http://www.3dhost.net

Jun 2, 2004, 5:08pm

You can contact AWI by phone at (978) 499-0222 or by fax at (978)
499-0221. As far as I know, the numbers aren't toll-free. As a side
note, I have a toll-free voicemail number for my hosting services.

Builderz
http://www.3dhost.net

[View Quote] > Well if I call then it costs me right? It's not toll-free is it?

Jun 2, 2004, 5:17pm

They could do a ticketing system type of thing. People who need help would
leave email info and etc, and they would log in and look at the categories
of the type of problem or etc; So it would even out for who works there.

I really need to visit the office :]

--

Signed,
TheMask

:: Owner of Delusional-Minds Hosting ::
Free world hosting.. Just a T-Gram will do it.

http://www.delusional-minds.com

Jun 4, 2004, 6:07am

10Am about a week ago - Monday most probrably.


--
Ry
www.zenithblu.net
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Jun 4, 2004, 6:08am

The problems fixed now, thanks to un-official AW help :)


--
Ry
www.zenithblu.net
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