Emails sent to SO UK HO.
You may think this is unfare posting on a friday night, where it can not be questioned, so being fare -'where is the support i have asked for from day 1?'
1-
Date:25/04/2011 10:22
To: Diagnostics_support@snapon.com
10.4 & 11.2 s/w info list
Good morning.
I have question,concern, i am about to consider upgrading from 10.4
to 11.2 for my SOLUS PRO.
My request: How do i obtain a FULL FUNCTION LIST
catalogue for the software so i know whats on the machine ?
For example, if some one contacts me asking can i do, i have to say
'Dont know' untill i plug in, so how do i get a FULL FUNCTION LIST with
software upgrades.
Look forwards to your positive immediate reply.
Unanswered to date 13.05.2011 - NO RESPONSE
2-customer assistance, previous mails not answered hence mailing you all.
Date:05/05/2011 18:17
To: 7 recipicents.
Dear sirs,madam;
To the relevent depart, i have asked many questions which have gone
unanswered since i took out a 2yr finance to buy a SO Diagnostic tool
and finance to buy the SW upgrade.
These have now finished, and as i guessed, as i have had no response as
i am no longer a current finance client, although i am a SO customer,
and may have been marked as a possible problem nusiance customer asking
questions and mailing all for a response.
I have also emailed the DIAGNOSTIC SUPPORT side for assistance and yes
NO REPLY, email sent 25/04/11, i am now expecting you to reply with,
the department is a busy department or the department was closed during
this period for the EASTER BREAK, and the R'Wedding causing a lack of
staffing levels.
I am considering a couple of things - baring inmind a lack of customer
laison/support.
1-I have seen a very simple flyer for the latest update 11.2, looks all
nice and pretty, quote'Over 1,700 new functional actuator and system
test'. This is 1 area that has never been answerd, and as a purchasing
customer, i dont see any reason why i can not have the infomation,
having signed up to a £600 update subscription. So thats 1,700 plus the
other 2,500 items possible.
2-Training - again NEVER answered
3-Today have received the latest A4 May 1st ed. promotion leaflet,
wanders wether these are proof read, with 30 seconds of scanning
through a obvious mistake - i wander what your thoughts and reply will
be to that 1 ?
4-The purchase of a second machine.
All though the above points are minor and you will probably think i am
an idiot, especially the promo flyer, i ask questions, i am your
customer and they go unanswered,so should i continue to spend my hard
earned cash with the SO GROUP,so i hope you can understand why i keep
contacting the SO UK group.
Do i have to come to kings lynn an wait in reception to be seen, and
take away with me that day the info i have been asking for, or simply
be told you cant supply it all that day i arrive.
I will await replys to this email and monitor the usually delete unread
markers that are returned from the SO group.
As per the 1st email, again UNASNWERED as of todate 13.05.2011.
I have now just probably shot my self in the foot, and as I stated here, ‘I am possibly a problem customer’, please bare in mind I just paid you £2k plus a £600 upgrade, plus having to pay extra for the keys to use the upgrade.
Email no.3 : solus pro 10.4 failed communication 2001 ford
Date:08/05/2011 17:12
Hello Simon,
Attached is the SO failed report form, will try again next weekend or
earlier if possible.
Views appreaited.
Regards Andrew
Please bare inmind this is an offical SO problem report form I have forwarded, this was then forwarded by Simon to 5 SO representitves.
His email reads:
Gents,
Will you please help the below customer?
Thanks
Simon
Again unanswered todate : 13.05.2011
--------------------------------------------------------------------------
So there you have it, poor contact, lack of assistance,poor customer service, purchase of equipment and left ‘hi and dry’.
As you may have gathered, I have had no reply’s, only confirmation of my emails being opened, not necessarily read, and also a confirmation of email deleted without being read.
I some how think, that as I have complained many times, I am classed as a nuisance client and am simply being ignored.
If I cant have answers or the info which goes with what I purchase, why should I upgrade, with this concern now on this web site for all to read, I am fully expecting to be totally blanked.
Simon has always been my 1st point of contact for support via email while still paying finance and his service has been exceptional, thank you for all you support simon.
You may think this is unfare posting on a friday night, where it can not be questioned, so being fare -'where is the support i have asked for from day 1?'
1-
Date:25/04/2011 10:22
To: Diagnostics_support@snapon.com
10.4 & 11.2 s/w info list
Good morning.
I have question,concern, i am about to consider upgrading from 10.4
to 11.2 for my SOLUS PRO.
My request: How do i obtain a FULL FUNCTION LIST
catalogue for the software so i know whats on the machine ?
For example, if some one contacts me asking can i do, i have to say
'Dont know' untill i plug in, so how do i get a FULL FUNCTION LIST with
software upgrades.
Look forwards to your positive immediate reply.
Unanswered to date 13.05.2011 - NO RESPONSE
2-customer assistance, previous mails not answered hence mailing you all.
Date:05/05/2011 18:17
To: 7 recipicents.
Dear sirs,madam;
To the relevent depart, i have asked many questions which have gone
unanswered since i took out a 2yr finance to buy a SO Diagnostic tool
and finance to buy the SW upgrade.
These have now finished, and as i guessed, as i have had no response as
i am no longer a current finance client, although i am a SO customer,
and may have been marked as a possible problem nusiance customer asking
questions and mailing all for a response.
I have also emailed the DIAGNOSTIC SUPPORT side for assistance and yes
NO REPLY, email sent 25/04/11, i am now expecting you to reply with,
the department is a busy department or the department was closed during
this period for the EASTER BREAK, and the R'Wedding causing a lack of
staffing levels.
I am considering a couple of things - baring inmind a lack of customer
laison/support.
1-I have seen a very simple flyer for the latest update 11.2, looks all
nice and pretty, quote'Over 1,700 new functional actuator and system
test'. This is 1 area that has never been answerd, and as a purchasing
customer, i dont see any reason why i can not have the infomation,
having signed up to a £600 update subscription. So thats 1,700 plus the
other 2,500 items possible.
2-Training - again NEVER answered
3-Today have received the latest A4 May 1st ed. promotion leaflet,
wanders wether these are proof read, with 30 seconds of scanning
through a obvious mistake - i wander what your thoughts and reply will
be to that 1 ?
4-The purchase of a second machine.
All though the above points are minor and you will probably think i am
an idiot, especially the promo flyer, i ask questions, i am your
customer and they go unanswered,so should i continue to spend my hard
earned cash with the SO GROUP,so i hope you can understand why i keep
contacting the SO UK group.
Do i have to come to kings lynn an wait in reception to be seen, and
take away with me that day the info i have been asking for, or simply
be told you cant supply it all that day i arrive.
I will await replys to this email and monitor the usually delete unread
markers that are returned from the SO group.
As per the 1st email, again UNASNWERED as of todate 13.05.2011.
I have now just probably shot my self in the foot, and as I stated here, ‘I am possibly a problem customer’, please bare in mind I just paid you £2k plus a £600 upgrade, plus having to pay extra for the keys to use the upgrade.
Email no.3 : solus pro 10.4 failed communication 2001 ford
Date:08/05/2011 17:12
Hello Simon,
Attached is the SO failed report form, will try again next weekend or
earlier if possible.
Views appreaited.
Regards Andrew
Please bare inmind this is an offical SO problem report form I have forwarded, this was then forwarded by Simon to 5 SO representitves.
His email reads:
Gents,
Will you please help the below customer?
Thanks
Simon
Again unanswered todate : 13.05.2011
--------------------------------------------------------------------------
So there you have it, poor contact, lack of assistance,poor customer service, purchase of equipment and left ‘hi and dry’.
As you may have gathered, I have had no reply’s, only confirmation of my emails being opened, not necessarily read, and also a confirmation of email deleted without being read.
I some how think, that as I have complained many times, I am classed as a nuisance client and am simply being ignored.
If I cant have answers or the info which goes with what I purchase, why should I upgrade, with this concern now on this web site for all to read, I am fully expecting to be totally blanked.
Simon has always been my 1st point of contact for support via email while still paying finance and his service has been exceptional, thank you for all you support simon.
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